This Computer SLA template is designed for use in the German market when establishing formal agreements for IT service delivery between providers and customers. It incorporates essential elements required under German contract law and EU regulations, including GDPR compliance requirements. The document is particularly relevant for businesses seeking to formalize their IT service relationships with clear performance metrics, service standards, and accountability measures. It includes comprehensive sections on service delivery, performance monitoring, data protection, and technical support requirements, making it suitable for both standard IT services and complex technological solutions. The agreement ensures alignment with German legal requirements while providing practical operational frameworks for service delivery and management.
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1. Parties: Identification of the 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 the IT services to be provided, including scope and limitations
5. Service Levels: Specific performance metrics, availability requirements, and response times
6. Service Provider Obligations: Key responsibilities and commitments of the service provider
7. Customer Obligations: Customer responsibilities and requirements for service delivery
8. Performance Monitoring: Methods and tools for measuring and reporting service performance
9. Support and Maintenance: Details of technical support, maintenance windows, and upgrade procedures
10. Data Protection and Security: GDPR compliance measures and data security requirements
11. Fees and Payment: Pricing, payment terms, and invoicing procedures
12. Term and Termination: Contract duration, renewal terms, and termination conditions
13. Liability and Indemnification: Limitation of liability and indemnification provisions under German law
14. Force Majeure: Circumstances excusing performance of obligations
15. General Provisions: Standard legal clauses including governing law, jurisdiction, and entire agreement
1. Service Credits: Framework for service credits as compensation for missed service levels - include if using a service credit mechanism
2. Disaster Recovery: Disaster recovery and business continuity procedures - include for critical systems
3. Change Management: Procedures for requesting and implementing service changes - include for complex service arrangements
4. Third-Party Services: Terms relating to third-party service providers or software - include if external services are part of the solution
5. Audit Rights: Customer's rights to audit service provider's compliance - include for regulated industries or critical services
6. Exit Management: Detailed transition procedures at contract end - include for complex or business-critical services
7. Insurance Requirements: Specific insurance coverage requirements - include for high-value or high-risk services
1. Schedule 1 - Service Specifications: Detailed technical specifications of the services, including system requirements and architecture
2. Schedule 2 - Service Level Metrics: Detailed performance metrics, measurement methods, and reporting requirements
3. Schedule 3 - Pricing and Payment Schedule: Detailed fee structure, payment milestones, and rate cards
4. Schedule 4 - Support Procedures: Detailed support processes, escalation procedures, and contact information
5. Schedule 5 - Data Processing Agreement: GDPR-compliant data processing terms and procedures
6. Schedule 6 - Security Requirements: Detailed security protocols, standards, and compliance requirements
7. Appendix A - Service Report Templates: Templates for regular service performance reports
8. Appendix B - Incident Response Procedures: Step-by-step procedures for handling service incidents and outages
Authors
Relevant legal definitions
Clauses
Relevant Industries
Information Technology
Banking and Financial Services
Healthcare
Manufacturing
Retail
Telecommunications
Professional Services
Government and Public Sector
Education
Insurance
Logistics and Transportation
E-commerce
Relevant Teams
Legal
Information Technology
Procurement
Compliance
Risk Management
Information Security
Operations
Service Delivery
Technical Support
Contract Management
Infrastructure
Quality Assurance
Relevant Roles
Chief Information Officer
IT Director
Chief Technology Officer
Service Delivery Manager
IT Operations Manager
Legal Counsel
Procurement Manager
Contract Manager
Information Security Officer
IT Project Manager
Technical Account Manager
Compliance Officer
Risk Manager
Infrastructure Manager
Service Level Manager
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