This SLA Time For Incidents agreement is designed for use in service relationships where rapid response to and resolution of technical or operational incidents is crucial to business operations. The document establishes legally binding service levels under German law, defining specific time commitments for different incident categories and their resolution. It incorporates requirements from German IT security legislation, data protection laws, and commercial regulations, making it suitable for both domestic and international service relationships subject to German jurisdiction. The agreement includes comprehensive incident classification systems, response time matrices, escalation procedures, and service credit mechanisms, providing a robust framework for managing service quality and accountability in incident handling.
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1. Parties: Identification of the service provider and customer, including full legal names, registration details, and addresses
2. Background: Context of the agreement, relationship between parties, and general purpose of the SLA
3. Definitions: Detailed definitions of technical terms, incident categories, response times, resolution times, and other key concepts
4. Service Hours: Specification of service coverage hours, time zones, and holiday schedules
5. Incident Classification: Definition and criteria for different severity levels of incidents
6. Response Time Commitments: Specific response time obligations for each incident category
7. Resolution Process: Standard procedures for incident handling, escalation paths, and communication protocols
8. Performance Measurement: Methods for measuring and reporting SLA compliance
9. Service Credits: Calculation and application of service credits for SLA violations
10. Force Majeure: Circumstances under which standard SLA terms may be suspended
11. Term and Termination: Duration of the agreement and conditions for termination
12. Governing Law: Specification of German law application and jurisdiction
1. Premium Support Services: Additional support levels available at extra cost with enhanced response times
2. Security Incident Procedures: Special procedures for security-related incidents, including GDPR breach notifications
3. Disaster Recovery: Specific provisions for major incidents affecting business continuity
4. Customer Obligations: Specific customer responsibilities in incident reporting and cooperation
5. Change Management: Procedures for modifying service levels or technical specifications
6. Continuous Improvement: Processes for reviewing and improving service performance over time
1. Schedule 1: Incident Priority Matrix: Detailed criteria for categorizing incidents by severity and impact
2. Schedule 2: Response Time Metrics: Comprehensive table of response and resolution times for each incident category
3. Schedule 3: Service Credit Calculations: Detailed formulas and examples for calculating service credits
4. Schedule 4: Contact Details: List of key contacts and escalation paths for both parties
5. Schedule 5: Technical Support Procedures: Detailed technical procedures for incident reporting and handling
6. Appendix A: Service Level Reports: Templates and specifications for regular service level reporting
7. Appendix B: Incident Report Template: Standard format for documenting and reporting incidents
Authors
Relevant legal definitions
Clauses
Relevant Industries
Information Technology
Telecommunications
Financial Services
Healthcare
E-commerce
Manufacturing
Cloud Services
Managed Services
Critical Infrastructure
Enterprise Software
Data Centers
Digital Services
Relevant Teams
Legal
Information Technology
Service Delivery
Operations
Technical Support
Compliance
Risk Management
Procurement
Vendor Management
Service Management
Contract Management
Relevant Roles
IT Service Manager
Chief Information Officer
Service Delivery Manager
Operations Manager
Technical Support Manager
Legal Counsel
Compliance Officer
Contract Manager
Risk Manager
IT Director
Chief Technology Officer
Service Level Manager
Incident Manager
Technical Account Manager
Procurement Manager
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