This Outside SLA document is essential for businesses operating in Hong Kong that need to establish clear parameters for services that fall outside their standard service level agreements. It is particularly relevant when standard SLAs cannot accommodate specific service requirements, unique operational circumstances, or specialized business needs. The document provides a comprehensive framework for managing expectations, risks, and obligations related to non-standard services while ensuring compliance with Hong Kong's legal requirements. It is commonly used in situations where services require custom handling, specialized support levels, or unique operational arrangements that differ from standardized service offerings. The Outside SLA helps protect both service providers and customers by clearly documenting the scope, limitations, and responsibilities associated with these non-standard services.
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1. Parties: Identification and details of the service provider and customer
2. Background: Context of the agreement and relationship between the parties
3. Definitions: Key terms used throughout the agreement
4. Scope of Services: Detailed description of services explicitly excluded from standard SLAs
5. Service Provider Obligations: General obligations and responsibilities of the service provider
6. Customer Obligations: Customer's responsibilities and requirements for service delivery
7. Fees and Payment: Pricing, payment terms, and billing procedures
8. Term and Termination: Duration of agreement and termination conditions
9. Liability and Indemnification: Limitation of liability and indemnification provisions
10. Confidentiality: Protection of confidential information
11. Governing Law and Jurisdiction: Specification of Hong Kong law and jurisdiction
12. General Provisions: Standard boilerplate clauses including notices, amendments, and assignment
1. Data Protection: Required when personal data processing is involved, ensuring compliance with PDPO
2. Intellectual Property Rights: Include when services involve creation or use of intellectual property
3. Force Majeure: Add when specific force majeure provisions are needed beyond standard circumstances
4. Insurance: Include when specific insurance requirements need to be detailed
5. Dispute Resolution: Add detailed arbitration or mediation procedures if preferred over litigation
6. Business Continuity: Include for critical services requiring specific continuity arrangements
7. Compliance with Laws: Add when specific regulatory compliance needs to be addressed
8. Security Requirements: Include when specific security protocols or standards must be followed
1. Service Description: Detailed technical specifications of services outside standard SLA
2. Fee Schedule: Detailed breakdown of fees, charges, and payment terms
3. Contact Details: Key contacts and escalation procedures for both parties
4. Technical Requirements: Specific technical requirements or configurations
5. Excluded Services: Detailed list of services explicitly excluded from scope
6. Change Control Procedure: Process for implementing changes to services or terms
7. Security Standards: Specific security protocols and requirements if applicable
8. Transition Plan: Procedures for service implementation or termination transition
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