The Service Level Agreement Design document serves as a crucial template for organizations operating under German jurisdiction who need to establish formal service delivery frameworks. This document specifically addresses the requirements for creating comprehensive Service Level Agreements that comply with German legal requirements, including the B眉rgerliches Gesetzbuch (BGB) and EU regulations. It provides guidance on defining measurable service standards, performance metrics, monitoring procedures, and remedial actions for service failures. The template is particularly valuable for businesses entering into service contracts where performance standards need to be clearly defined and measured, ensuring both legal compliance and operational clarity.
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1. Parties: Identification and details of the service provider and service recipient, including legal entity information and registered 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 terms used throughout the agreement
4. Service Description: Comprehensive description of services to be provided, including scope and exclusions
5. Service Levels: Detailed performance metrics, measurement methods, and minimum service level requirements
6. Performance Monitoring: Procedures for monitoring and reporting service performance
7. Service Credits: Calculation and application of service credits or other remedies for failure to meet service levels
8. Support Services: Description of support services, including response times and escalation procedures
9. Data Protection and Security: GDPR compliance measures and data security requirements
10. Term and Termination: Duration of the agreement, renewal terms, and termination conditions
11. Liability and Indemnification: Limitations of liability and indemnification obligations under German law
12. Force Majeure: Circumstances excusing performance and related procedures
13. Governing Law and Jurisdiction: Confirmation of German law application and jurisdiction for disputes
1. Disaster Recovery: Detailed disaster recovery and business continuity procedures, required for critical services
2. Change Management: Procedures for requesting and implementing service changes, recommended for complex services
3. Intellectual Property Rights: Specific IP provisions, needed when service involves software or content creation
4. Personnel Requirements: Specific requirements for service provider personnel, relevant for on-site or specialized services
5. Compliance Requirements: Industry-specific compliance requirements, necessary for regulated sectors
6. Exit Management: Detailed transition procedures at contract end, important for complex or critical services
7. Insurance Requirements: Specific insurance coverage requirements, relevant for high-risk services
1. Schedule 1 - Service Descriptions: Detailed technical specifications of all services covered
2. Schedule 2 - Service Level Metrics: Detailed performance metrics, measurement methods, and targets
3. Schedule 3 - Fee Schedule: Pricing, payment terms, and service credit calculations
4. Schedule 4 - Support Procedures: Detailed support processes, contact information, 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 - Business Continuity Plan: Detailed disaster recovery and business continuity procedures
8. Appendix A - Contact Details: Key contacts and escalation matrices for both parties
9. Appendix B - Report Templates: Standard templates for service level reporting and performance monitoring
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