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Infrastructure SLA

Infrastructure SLA Template for Hong Kong

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Key Requirements PROMPT example:

Infrastructure SLA

"I need an Infrastructure SLA for cloud hosting services between my fintech company and a Hong Kong-based data center provider, with strict uptime requirements of 99.99% and comprehensive data security provisions, planned to commence in March 2025."

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Document background
The Infrastructure SLA is essential for organizations requiring reliable and measurable infrastructure services in Hong Kong. This document is typically used when establishing or formalizing arrangements for critical infrastructure services such as IT systems, cloud services, data centers, or telecommunications networks. It provides a detailed framework for service delivery, performance measurement, and accountability, incorporating Hong Kong's legal requirements and business practices. The agreement is particularly crucial in regulated industries and for services where downtime or performance issues could significantly impact business operations. The document includes comprehensive service level metrics, reporting requirements, remediation procedures, and financial implications for service failures, while ensuring compliance with Hong Kong's contract law, data protection regulations, and service standards.
Suggested Sections

1. Parties: Identification of the service provider and customer, including their registered addresses and company details

2. Background: Context of the agreement and brief description of the infrastructure services being provided

3. Definitions: Detailed definitions of technical terms, service levels, and other key concepts used throughout the agreement

4. Service Description: Detailed description of the infrastructure services to be provided

5. Service Levels: Specific, measurable performance standards and metrics that the service provider must meet

6. Service Credits and Penalties: Financial implications of failing to meet service levels

7. Monitoring and Reporting: Methods and frequency of service level measurement and reporting

8. Customer Obligations: Requirements and responsibilities of the customer

9. Provider Obligations: Requirements and responsibilities of the service provider

10. Change Management: Procedures for requesting and implementing changes to services or service levels

11. Security Requirements: Security standards and protocols to be maintained

12. Business Continuity and Disaster Recovery: Procedures for maintaining service during disruptions

13. Fees and Payment: Pricing, payment terms, and invoicing procedures

14. Term and Termination: Duration of agreement and conditions for termination

15. Liability and Indemnification: Allocation of risks and responsibilities for losses

16. Dispute Resolution: Procedures for resolving disputes, including arbitration provisions

17. General Provisions: Standard legal provisions including governing law, notices, and assignment

Optional Sections

1. Data Protection: Required if the infrastructure services involve processing personal data or sensitive information

2. Compliance with Environmental Standards: Required for infrastructure services with environmental impact

3. Equipment and Assets: Required if specific equipment or assets are provided as part of the service

4. Third Party Contractors: Required if subcontractors or third-party service providers are involved

5. Insurance Requirements: Detailed insurance obligations beyond standard liability provisions

6. Import/Export Compliance: Required if services involve cross-border elements

7. Transition Services: Required if complex service transition or implementation is needed

8. Staff and Personnel: Required if specific staffing requirements or qualifications are necessary

Suggested Schedules

1. Schedule 1 - Service Level Specifications: Detailed technical specifications of service levels and performance metrics

2. Schedule 2 - Fee Schedule: Detailed breakdown of fees, charges, and payment terms

3. Schedule 3 - Service Credit Calculations: Formula and examples for calculating service credits

4. Schedule 4 - Operational Procedures: Detailed procedures for day-to-day operations and support

5. Schedule 5 - Technical Requirements: Detailed technical specifications and requirements

6. Schedule 6 - Contact Details and Escalation Procedures: Key contacts and escalation matrices

7. Schedule 7 - Change Request Template: Standard form for requesting service changes

8. Schedule 8 - Report Templates: Standard formats for performance and service level reporting

9. Appendix A - Infrastructure Specifications: Detailed description of infrastructure components and configurations

10. Appendix B - Security Policies: Detailed security requirements and procedures

Authors

Alex Denne

Head of Growth (Open Source Law) @ tiktok³ÉÈË°æ | 3 x UCL-Certified in Contract Law & Drafting | 4+ Years Managing 1M+ Legal Documents | Serial Founder & Legal AI Author

alex.den.21@genieai.co
Relevant legal definitions

















































Clauses








































Relevant Industries

Information Technology

Telecommunications

Financial Services

Banking

Healthcare

Manufacturing

Retail

Government

Education

Transportation

Logistics

Energy

Utilities

Data Centers

Cloud Services

Relevant Teams

Information Technology

Infrastructure

Operations

Legal

Procurement

Vendor Management

Compliance

Risk Management

Service Delivery

Technical Operations

Contract Management

Relevant Roles

Chief Information Officer

IT Director

Infrastructure Manager

Service Delivery Manager

Operations Director

Technical Operations Manager

Procurement Manager

Vendor Management Director

Contract Manager

Legal Counsel

Compliance Officer

Risk Manager

Chief Technology Officer

Service Level Manager

Infrastructure Architect

IT Operations Manager

Industries








Teams

Employer, Employee, Start Date, Job Title, Department, Location, Probationary Period, Notice Period, Salary, Overtime, Vacation Pay, Statutory Holidays, Benefits, Bonus, Expenses, Working Hours, Rest Breaks,  Leaves of Absence, Confidentiality, Intellectual Property, Non-Solicitation, Non-Competition, Code of Conduct, Termination,  Severance Pay, Governing Law, Entire Agreemen

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