This SLA in Service Desk template is designed for organizations establishing or formalizing their IT support services in the Philippines. It serves as a crucial agreement between service providers and clients, whether for internal service desk operations or outsourced arrangements. The document incorporates requirements from Philippine legislation, including the Data Privacy Act of 2012 and E-commerce Act, while defining service levels, operational procedures, and performance metrics. It's particularly relevant in the context of the growing IT and BPO sector in the Philippines, where clear service commitments and compliance with local regulations are essential. The agreement covers all aspects of service desk operations, from incident management to performance reporting, making it suitable for both domestic and international organizations operating in the Philippine market.
Create a bespoke document in minutes, or upload and review your own.
Thank you! Your submission has been received!
Oops! Something went wrong while submitting the form.
Get your first 2 documents free
Your data doesn't train Genie's AI
You keep IP ownership聽of your information
Key Requirements PROMPT example:
SLA In Service Desk
"I need a Service Desk SLA template for our Manila-based IT company that will provide 24/7 technical support services to international clients, with specific provisions for data privacy compliance and multi-language support requirements starting March 2025."
Your data doesn't train Genie's AI
You keep IP ownership聽of your information
Thank you! Your submission has been received!
Oops! Something went wrong while submitting the form.
OR
1. Parties: Identifies the service provider and customer, including their legal details and authorized representatives
2. Background: Explains the context and purpose of the agreement, including the customer's need for service desk services
3. Definitions: Defines key terms used throughout the agreement, including technical terms and service-specific terminology
4. Scope of Services: Details the specific service desk functions, coverage hours, and channels of support to be provided
5. Service Levels and Performance Metrics: Specifies response times, resolution times, availability requirements, and other KPIs
6. Operational Procedures: Details day-to-day operational procedures, incident classification, and prioritization
7. Data Privacy and Security: Outlines compliance with Philippine Data Privacy Act and security measures for handling customer information
8. Reporting and Review: Defines reporting requirements, frequency, and periodic service review meetings
9. Penalties and Credits: Specifies penalties for missing SLAs and any service credit mechanisms
10. Term and Termination: Specifies contract duration, renewal terms, and termination conditions
11. General Provisions: Includes standard legal clauses such as force majeure, governing law, and dispute resolution
1. Transition Services: Include when there's a transition from another provider or when complex setup is required
2. Disaster Recovery: Include for critical service desk operations requiring business continuity planning
3. Multi-language Support: Include when service desk needs to support multiple languages
4. Knowledge Base Management: Include when provider is responsible for maintaining knowledge base
5. Special Compliance Requirements: Include for industries with specific regulatory requirements (e.g., healthcare, finance)
6. Training and Skill Requirements: Include when specific training or certification requirements exist for service desk staff
1. Schedule A - Service Level Metrics: Detailed breakdown of all SLA metrics, calculation methods, and measurement periods
2. Schedule B - Pricing and Commercial Terms: Detailed pricing structure, payment terms, and service credit calculations
3. Schedule C - Operational Procedures Manual: Detailed procedures for incident management, escalation, and daily operations
4. Schedule D - Contact Matrix: List of key contacts, escalation hierarchy, and communication protocols
5. Schedule E - Technical Requirements: Technical specifications, system requirements, and integration details
6. Appendix 1 - Report Templates: Standard templates for various service reports and performance dashboards
7. Appendix 2 - Security Protocols: Detailed security procedures and compliance requirements
8. Appendix 3 - Service Desk Scripts: Standard scripts and responses for common service desk scenarios
Authors
Relevant legal definitions
Clauses
Relevant Industries
Information Technology
Banking and Financial Services
Healthcare
Retail
Manufacturing
Telecommunications
Education
Government Services
Business Process Outsourcing
E-commerce
Relevant Teams
Information Technology
Service Desk
Operations
Legal
Procurement
Compliance
Quality Assurance
Customer Support
Service Delivery
Contract Management
Risk Management
Information Security
Relevant Roles
IT Director
Service Delivery Manager
Operations Manager
Chief Information Officer
IT Service Manager
Procurement Manager
Legal Counsel
Contract Manager
Service Desk Manager
IT Support Manager
Compliance Officer
Quality Assurance Manager
Business Relationship Manager
IT Operations Head
Customer Service Director
Find the exact document you need
SLA Cloud Service
Belgian law-governed Service Level Agreement for cloud services, defining service standards and obligations while ensuring compliance with Belgian and EU regulations.
find out more
SLA Agreement IT Services
Belgian law-governed Service Level Agreement defining IT service delivery standards, performance metrics, and compliance requirements.
find out more
Business Term SLA
A Belgian law-governed Service Level Agreement defining business service standards, performance metrics, and remedies for service delivery.
find out more
Monitoring Service Level Agreement
An Indonesian law-governed agreement establishing service level monitoring requirements, performance metrics, and compliance standards between service providers and recipients.
find out more
Agreed SLA
An Indonesian law-governed Service Level Agreement defining measurable service standards and performance metrics between service provider and recipient.
find out more
SLA IT Service Management
An Indonesian-law governed IT Service Management SLA defining service levels, performance metrics, and delivery standards for IT services.
find out more
SLA Customer Service
An Indonesian law-governed Service Level Agreement establishing performance standards and metrics for customer service operations.
find out more
SLA Maintenance Contract
A Saudi Arabian law-governed agreement defining maintenance service levels, performance standards, and operational requirements between service provider and client.
find out more
SLA In Service Desk
Philippine-compliant Service Level Agreement template for Service Desk operations, defining IT support services and performance standards.
find out more
Business Service Level Agreement
A Philippine law-governed agreement defining service levels, performance metrics, and obligations between service provider and customer.
find out more
5 Day SLA
A Philippine law-governed Service Level Agreement establishing 5-day response and resolution commitments for service delivery and support.
find out more
4 Hour SLA
A Philippine law-governed Service Level Agreement establishing 4-hour response time commitments with associated service metrics and remedies.
find out more
99.99 Uptime SLA
A Philippines-compliant Service Level Agreement template guaranteeing 99.99% service uptime, with comprehensive technical specifications and remediation procedures.
find out more
Customer Slas
A South African-law governed agreement defining service levels, performance metrics, and quality standards between service providers and customers.
find out more
SLA Security
A Swiss law-governed Security Service Level Agreement defining security service commitments, performance metrics, and compliance requirements between service provider and client.
find out more
Cloud SLA
Swiss-law governed Cloud Service Level Agreement defining service standards, performance metrics, and compliance requirements for cloud service delivery.
find out more
Service Level Agreement Internet Provider
A Service Level Agreement template for Internet Service Providers in Pakistan, outlining service terms, performance metrics, and compliance with Pakistani telecommunications law.
find out more