This Customer Based Service Level Agreement template is designed for use in the Danish market where a service provider needs to establish clear, measurable service standards and performance metrics with their customers. The document is particularly valuable for businesses operating under Danish jurisdiction that provide ongoing services requiring specific performance standards and customer service levels. It incorporates essential elements required by Danish contract law, consumer protection regulations, and EU directives, including GDPR compliance requirements. The agreement is structured to provide comprehensive coverage of service definitions, performance metrics, reporting requirements, remediation procedures, and liability provisions, while maintaining compliance with Danish legal frameworks. This template is especially useful for technology services, professional services, and managed service providers who need to establish clear service expectations and accountability measures with their customers.
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Key Requirements PROMPT example:
Customer Based Service Level Agreement
I need a Customer Based Service Level Agreement for my IT consulting company based in Copenhagen, providing cloud management services to retail businesses, with specific emphasis on GDPR compliance and 24/7 support requirements.
1. Parties: Identification and details of the service provider and customer, including business registration numbers and authorized representatives
2. Background: Context of the agreement, including the purpose and general scope of services
3. Definitions: Clear definitions of technical terms, service metrics, and other specific terminology used throughout the agreement
4. Service Description: Detailed description of services to be provided, including scope and limitations
5. Service Levels: Specific, measurable performance metrics and standards that the service provider commits to maintain
6. Service Monitoring and Reporting: Methods and frequency of service level measurement and reporting
7. Support and Response Times: Details of support services, including response and resolution times for different incident priorities
8. Customer Obligations: Requirements and responsibilities of the customer to enable service delivery
9. Fees and Payment Terms: Pricing structure, payment schedule, and related financial terms
10. Service Credits and Penalties: Compensation mechanism for service level failures and calculation methods
11. Data Protection and Security: GDPR compliance measures and security commitments
12. Confidentiality: Protection of confidential information for both parties
13. Term and Termination: Duration of agreement, renewal terms, and termination conditions
14. Liability and Indemnification: Limitation of liability and indemnification provisions compliant with Danish law
15. Force Majeure: Circumstances under which service levels may be suspended due to events beyond reasonable control
16. Governing Law and Jurisdiction: Confirmation of Danish law application and jurisdiction for dispute resolution
1. Change Management: Procedures for requesting and implementing changes to services or service levels - include if services are likely to evolve
2. Disaster Recovery: Recovery procedures and alternative service arrangements - essential for critical services
3. Compliance and Audit Rights: Include for regulated industries or when compliance certifications are required
4. Subcontractors: Terms regarding the use and management of subcontractors - include if subcontractors will be used
5. Insurance Requirements: Specific insurance coverage requirements - include for high-risk or high-value services
6. Environmental Commitments: Include if environmental considerations are relevant to service delivery or customer requirements
7. Multi-language Provisions: Include if agreement needs to be provided in multiple languages, specifying which version prevails
1. Schedule 1 - Service Specifications: Detailed technical specifications of services, including operational parameters and technical requirements
2. Schedule 2 - Service Level Metrics: Detailed breakdown of all service level measurements, calculation methods, and reporting formats
3. Schedule 3 - Pricing and Service Credits: Detailed fee structure, pricing tiers, and service credit calculations
4. Schedule 4 - Support Procedures: Detailed support processes, escalation procedures, and contact information
5. Schedule 5 - Security Requirements: Specific security protocols, standards, and compliance requirements
6. Appendix A - Service Request Forms: Standard forms for service requests, change requests, and incident reports
7. Appendix B - Data Processing Agreement: GDPR-compliant data processing terms and procedures
8. Appendix C - Technical Infrastructure: Description of technical infrastructure and system requirements
Authors
Relevant legal definitions
Clauses
Relevant Industries
Information Technology
Cloud Services
Telecommunications
Professional Services
Managed Services
Software Development
Data Center Operations
Business Process Outsourcing
Healthcare Technology
Financial Services Technology
Manufacturing Services
Logistics and Supply Chain
Facilities Management
Customer Support Services
Relevant Teams
Legal
Operations
Service Delivery
Customer Success
Compliance
Quality Assurance
Risk Management
Technical Support
Account Management
Project Management
Information Technology
Commercial
Procurement
Contract Administration
Relevant Roles
Legal Counsel
Contract Manager
Service Delivery Manager
Operations Director
Customer Success Manager
Account Executive
Compliance Officer
Technical Service Manager
Quality Assurance Manager
Risk Manager
Business Development Manager
Project Manager
IT Director
Chief Technology Officer
Chief Operations Officer
Commercial Director
Procurement Manager
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