The Platform SLA is essential for businesses operating digital platforms or providing platform services in Hong Kong. This agreement is typically used when establishing formal service commitments between platform providers and their business users, defining measurable service levels, performance standards, and support obligations. The document addresses key aspects such as service availability, response times, data handling, and remedy mechanisms, while ensuring compliance with Hong Kong's legal framework, including data privacy laws and electronic transaction regulations. It's particularly relevant in today's digital economy where businesses increasingly rely on platform services for critical operations. The SLA provides clarity on service expectations, risk allocation, and accountability, while incorporating specific provisions required under Hong Kong law to ensure enforceability and regulatory compliance.
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1. Parties: Identification of the service provider and customer, including registered addresses and company details
2. Background: Context of the agreement and brief description of the platform service being provided
3. Definitions: Detailed definitions of technical terms, service metrics, and key concepts used throughout the agreement
4. Service Description: Comprehensive description of the platform services covered by the SLA
5. Service Levels: Detailed service level commitments, including availability, performance metrics, and response times
6. Service Credits: Calculation and application of service credits or other remedies for failure to meet service levels
7. Support Services: Description of support services, including hours of operation, response times, and escalation procedures
8. Customer Obligations: Customer responsibilities and requirements for proper use of the platform
9. Data Protection and Security: Obligations regarding data protection, security measures, and compliance with Hong Kong privacy laws
10. Monitoring and Reporting: Methods for measuring service levels and reporting procedures
11. Term and Termination: Duration of the agreement and termination provisions
12. Limitation of Liability: Limitations on liability and exclusions in compliance with Hong Kong law
13. General Provisions: Standard contractual provisions including governing law, notices, and dispute resolution
1. Disaster Recovery: Detailed disaster recovery and business continuity procedures, recommended for critical services
2. API Terms: Specific terms for API access and usage, needed if the platform provides API services
3. Professional Services: Terms for additional professional services like implementation or customization
4. Data Migration: Procedures for data migration and handling, relevant if significant data transfer is involved
5. Third-Party Integrations: Terms governing integration with third-party services or platforms
6. Beta Services: Terms for beta or trial features, if applicable
7. Hardware Requirements: Specific hardware requirements or specifications, if platform requires special equipment
1. Service Level Specifications: Detailed technical specifications of service levels and performance metrics
2. Fee Schedule: Pricing, payment terms, and service credit calculations
3. Support Process: Detailed support procedures, contact information, and escalation matrix
4. Security Standards: Detailed security protocols and compliance requirements
5. Technical Requirements: Platform technical specifications and compatibility requirements
6. Data Processing Agreement: Detailed terms for personal data processing in compliance with Hong Kong privacy laws
7. Change Management Procedure: Procedures for implementing changes to services or service levels
Authors
Relevant legal definitions
Clauses
Relevant Industries
Technology
Financial Services
E-commerce
Healthcare
Education
Professional Services
Telecommunications
Manufacturing
Retail
Logistics
Media and Entertainment
Banking
Insurance
Relevant Teams
Legal
Information Technology
Operations
Compliance
Risk Management
Vendor Management
Technical Operations
Service Delivery
Platform Operations
Contract Management
Solutions Architecture
Customer Success
Product Management
Relevant Roles
Chief Technology Officer
Head of Legal
IT Director
Compliance Manager
Service Delivery Manager
Platform Operations Manager
Legal Counsel
Contract Manager
Risk Manager
Technical Operations Director
Chief Information Officer
Vendor Management Lead
Solutions Architect
Operations Director
Digital Services Manager
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