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4 Hour SLA Template for Philippines

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Key Requirements PROMPT example:

4 Hour SLA

"I need a 4 Hour SLA contract for our cloud hosting services in Manila, with specific provisions for handling customer data under Philippine privacy laws and penalties for response time breaches."

What is a 4 Hour SLA?

This 4 Hour SLA contract is designed for use in critical service environments where rapid response and resolution are essential to business operations. The document establishes legally binding service commitments under Philippine law, specifically defining a four-hour maximum response time for designated services. It is particularly relevant for technology, infrastructure, and essential business services where extended downtime could result in significant operational or financial impact. The agreement incorporates Philippine regulatory requirements, including consumer protection provisions and electronic commerce regulations, while defining clear metrics for service delivery, monitoring, and remediation. This contract type is commonly used in managed services, critical infrastructure support, and enterprise-level service arrangements where precise service levels need to be contractually enforced.

What sections should be included in a 4 Hour SLA?

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

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

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

4. Service Scope: Detailed description of services covered under the 4-hour SLA

5. Service Level Commitments: Specific commitments regarding the 4-hour response time, resolution targets, and service availability

6. Response Time Measurement: Methodology for measuring and calculating response times and service levels

7. Service Hours: Specification of service coverage hours (e.g., 24/7, business hours) and impact on the 4-hour commitment

8. Incident Classification: Categories of incidents and their respective priority levels

9. Reporting and Monitoring: Procedures for monitoring service levels and generating performance reports

10. Service Credits and Penalties: Compensation structure for failing to meet the 4-hour SLA

11. Escalation Procedures: Process for escalating issues when service levels are not met

12. Force Majeure: Circumstances under which the 4-hour SLA commitment may be suspended

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

14. General Provisions: Standard legal clauses including governing law, notices, and amendments

What sections are optional to include in a 4 Hour SLA?

1. Disaster Recovery: Additional provisions for service continuity during disasters, used when critical services are involved

2. Data Protection: Specific data handling and privacy requirements, included when personal or sensitive data is processed

3. Security Requirements: Detailed security protocols and requirements, needed for services involving sensitive systems or data

4. Transition Services: Procedures for service transition at contract end, included for complex service arrangements

5. Multi-location Services: Special provisions for services delivered across multiple locations, used when applicable

6. Third-Party Dependencies: Management of third-party service providers, included when subcontractors are involved

What schedules should be included in a 4 Hour SLA?

1. Schedule A - Service Specifications: Detailed technical specifications of services covered under the 4-hour SLA

2. Schedule B - Service Level Calculations: Detailed methodology for calculating service levels and response times

3. Schedule C - Price Schedule: Pricing details, including service credits calculation formulas

4. Schedule D - Contact Matrix: Contact details for key personnel and escalation points

5. Schedule E - Incident Priority Matrix: Detailed criteria for classifying incident priorities

6. Appendix 1 - Service Request Ƶ: Standard forms and templates for service requests

7. Appendix 2 - Report Ƶ: Standard formats for service level reports and performance monitoring

Authors

Alex Denne

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

Relevant legal definitions








































Clauses






























Relevant Industries

Information Technology

Telecommunications

Healthcare

Financial Services

Manufacturing

Data Center Operations

Critical Infrastructure

Emergency Services

Utilities

Cloud Services

Managed Services

Industrial Automation

Relevant Teams

Legal

Operations

Service Delivery

Technical Support

Compliance

Risk Management

Procurement

Contract Administration

Emergency Response

Service Level Management

Customer Support

Infrastructure Management

Relevant Roles

IT Service Manager

Operations Director

Contract Administrator

Service Delivery Manager

Technical Support Manager

Chief Information Officer

Procurement Manager

Compliance Officer

Legal Counsel

Risk Manager

Operations Manager

Service Level Manager

Emergency Response Coordinator

Business Continuity 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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