This Monthly SLA template is designed for use in the German market where service providers need to establish clear, measurable commitments for technical service delivery. The document is particularly relevant when implementing recurring service arrangements that require specific performance metrics, availability standards, and response time commitments. It incorporates requirements from German contract law, including the BGB and commercial code, while addressing GDPR compliance for data processing activities. The Monthly SLA structure allows for regular performance review and adjustment of service levels, making it ideal for ongoing technical service relationships where consistent service quality is essential. This template includes provisions for service credits, performance monitoring, and reporting mechanisms, all aligned with German legal requirements and business practices.
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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: Defined terms used throughout the agreement, including technical terms and service level metrics
4. Services Overview: Detailed description of the services covered by the SLA
5. Service Level Commitments: Specific service levels, availability commitments, and performance metrics
6. Performance Measurement: Methods and procedures for measuring and reporting service performance
7. Service Credits and Penalties: Compensation and remedies for failure to meet service levels
8. Support and Response Times: Support services and guaranteed response times for different incident priorities
9. Data Protection and Security: GDPR compliance measures and data security commitments
10. Term and Termination: Duration of the agreement and termination provisions
11. Payment Terms: Monthly fees, payment schedule, and billing procedures
12. General Terms: Standard legal provisions including governing law, notices, and dispute resolution
1. Disaster Recovery: Specific provisions for disaster recovery and business continuity, required for critical services
2. Change Management: Procedures for implementing changes to services or service levels, recommended for complex technical services
3. Audit Rights: Customer's rights to audit service provider's performance and compliance, important for regulated industries
4. Subcontractors: Terms governing the use of subcontractors, necessary if subcontractors will be involved
5. Service Level Reviews: Periodic review and adjustment of service levels, useful for long-term agreements
6. Training and Documentation: Requirements for user training and documentation, relevant for complex technical services
1. Schedule 1 - Service Descriptions: Detailed technical specifications of the services
2. Schedule 2 - Service Level Metrics: Detailed metrics, measurement methods, and reporting requirements
3. Schedule 3 - Fee Schedule: Detailed pricing, including service credits calculation
4. Schedule 4 - Support Procedures: Detailed support processes and escalation procedures
5. Schedule 5 - Technical Requirements: Technical specifications and requirements for service delivery
6. Schedule 6 - Data Processing Agreement: GDPR-compliant data processing terms and procedures
7. Schedule 7 - Security Requirements: Detailed security standards and procedures
Authors
Relevant legal definitions
Clauses
Relevant Industries
Information Technology
Cloud Services
Telecommunications
Managed Services
Software Development
Data Center Operations
Business Process Outsourcing
Healthcare Technology
Financial Services
E-commerce
Manufacturing
Professional Services
Relevant Teams
Legal
Information Technology
Operations
Procurement
Compliance
Service Delivery
Vendor Management
Quality Assurance
Technical Support
Contract Administration
Risk Management
Information Security
Relevant Roles
Chief Technology Officer
IT Director
Service Delivery Manager
Contract Manager
Legal Counsel
Procurement Manager
Operations Manager
Technical Account Manager
Chief Information Officer
Compliance Officer
Service Level Manager
IT Operations Manager
Vendor Management Lead
Business Relationship Manager
Quality Assurance Manager
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