������Ƶ

The Level 1 SLA is designed for businesses operating in the Philippines requiring a standardized framework for service delivery and performance measurement. This document type is particularly suitable for services that are important to business operations but may not be mission-critical. It incorporates essential elements required under Philippine law, including compliance with the Electronic Commerce Act (RA 8792), Data Privacy Act (RA 10173), and relevant provisions of the Civil Code of the Philippines. A Level 1 SLA typically includes basic service metrics, standard response times, regular performance reporting, and straightforward remediation processes. This agreement type is commonly used for standard IT services, basic support arrangements, and regular business services where service levels need to be defined but don't require complex measurement or extensive penalties.

1. Parties: Identification of service provider and customer, including full legal names and addresses

2. Background: Context of the agreement and brief description of the services to be provided

3. Definitions: Detailed definitions of technical terms, service metrics, and other key terminology used in the agreement

4. Service Description: Detailed description of services to be provided, including scope and delivery methods

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

6. Performance Monitoring: Methods and procedures for measuring and reporting service performance

7. Service Credits: Compensation mechanism when service levels are not met, including calculation methods

8. Support Services: Description of support services, including response times and escalation procedures

9. Customer Obligations: Requirements and responsibilities of the customer to enable service delivery

10. Term and Termination: Duration of the agreement and conditions for termination

11. Charges and Payment: Pricing, payment terms, and invoicing procedures

12. Governance: Management structure, meeting schedules, and communication protocols

13. Data Protection: Compliance with Philippine Data Privacy Act and data handling procedures

14. Confidentiality: Protection of confidential information and trade secrets

15. Liability and Indemnification: Limitations of liability and indemnification obligations

16. Force Majeure: Circumstances under which parties are excused from performance

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