This 99.999 SLA template is designed for use in the Philippine jurisdiction where organizations require extremely high service availability commitments. It's particularly relevant for critical infrastructure, financial services, and enterprise-level technology services where minimal downtime is acceptable. The document incorporates local regulatory requirements while maintaining international best practices for high-availability services. It includes detailed technical specifications, monitoring requirements, incident response procedures, and service credit calculations, all aligned with Philippine law including the Electronic Commerce Act and Data Privacy Act. The agreement is structured to provide clear accountability and remedies while ensuring compliance with local business practices and legal requirements.
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1. Parties: Identification of the service provider and customer, including their legal representatives and contact details
2. Background: Context of the agreement, including the nature of services and general business relationship
3. Definitions: Detailed definitions of technical terms, service metrics, and key concepts used throughout the agreement
4. Service Description: Comprehensive description of the services covered by the 99.999% availability commitment
5. Service Level Commitments: Detailed specification of the 99.999% availability guarantee, including calculation methods and measurement periods
6. Service Measurement and Monitoring: Methods and tools used to measure service availability and performance metrics
7. Service Credits and Penalties: Compensation structure for failure to meet SLA commitments
8. Incident Response and Resolution: Procedures for addressing service interruptions, including response times and escalation processes
9. Maintenance and Planned Downtime: Procedures for scheduled maintenance and how it affects SLA calculations
10. Customer Responsibilities: Customer obligations necessary to maintain service levels
11. Force Majeure: Circumstances beyond reasonable control that excuse performance
12. Term and Termination: Duration of the agreement and conditions for termination
13. Confidentiality: Protection of confidential information exchanged during service delivery
14. Dispute Resolution: Procedures for resolving disputes under Philippine law
15. General Provisions: Standard legal provisions including governing law, amendments, and notices
1. Data Privacy and Security: Detailed section on data protection measures, required when personal data processing is involved
2. Disaster Recovery: Specific procedures for disaster recovery, recommended for critical services
3. Business Continuity: Business continuity requirements, recommended for enterprise-critical services
4. Third-Party Dependencies: Management of third-party service providers, needed when external dependencies exist
5. Compliance Requirements: Industry-specific compliance requirements, needed for regulated industries
6. Technology Requirements: Specific technical requirements, needed for complex technical services
7. Change Management: Procedures for managing service changes, recommended for complex technical environments
8. Exit Management: Detailed exit procedures, recommended for long-term or complex service arrangements
1. Schedule 1 - Service Definitions: Detailed technical specifications of services covered
2. Schedule 2 - Service Level Metrics: Detailed measurement methodologies and calculations for the 99.999% availability
3. Schedule 3 - Service Credit Calculations: Detailed formulas and examples for service credit calculations
4. Schedule 4 - Incident Priority Matrix: Classification of incidents and corresponding response times
5. Schedule 5 - Technical Support Procedures: Detailed support procedures and contact information
6. Schedule 6 - Pricing and Payment Terms: Detailed pricing structure and payment conditions
7. Appendix A - Service Architecture: Technical architecture diagrams and descriptions
8. Appendix B - Reporting Ƶ: Standard formats for service level reporting
9. Appendix C - Escalation Contacts: Contact details for various levels of escalation
Relevant legal definitions
Clauses
Relevant Industries
Information Technology
Telecommunications
Banking and Finance
Healthcare
E-commerce
Cloud Services
Data Centers
Critical Infrastructure
Enterprise Software
Managed Services
Relevant Teams
Legal
Information Technology
Operations
Service Delivery
Infrastructure
Compliance
Risk Management
Procurement
Technical Support
Service Management
Quality Assurance
Contract Management
Relevant Roles
Chief Technology Officer
IT Director
Service Delivery Manager
Operations Manager
Technical Account Manager
Compliance Manager
Legal Counsel
Infrastructure Manager
Cloud Services Manager
Risk Manager
Procurement Manager
Contract Manager
Chief Information Officer
Data Center Manager
Quality Assurance Manager
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