This Managed Services Service Level Agreement template is designed for use under Danish law when establishing a formal framework for the delivery of managed services between a service provider and a customer. It is particularly relevant when organizations seek to outsource specific operational functions or technical services while maintaining clear performance standards and accountability. The document incorporates Danish legal requirements and EU regulations, including GDPR compliance measures, and is structured to provide comprehensive coverage of service definitions, performance metrics, reporting requirements, and remedy mechanisms. It should be used when establishing new managed services relationships or updating existing service level agreements to ensure alignment with current Danish legal standards and business practices. The agreement includes both mandatory elements required under Danish law and customizable components that can be adapted to specific service arrangements while maintaining legal compliance.
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Key Requirements PROMPT example:
Managed Services Service Level Agreement
I need a Managed Services Service Level Agreement for IT infrastructure management services including 24/7 support and 99.9% uptime guarantee, with service credits for any failures, planned to start March 1, 2025.
1. Parties: Identification of contracting parties, including registered addresses and company registration numbers
2. Background: Context of the agreement and business relationship between the parties
3. Definitions: Definitions of key terms used throughout the agreement and schedules
4. Services Overview: High-level description of managed services to be provided
5. Service Levels: General framework for service levels, measurement, and reporting
6. Performance Monitoring: Methods and systems for monitoring service performance
7. Service Credits: Calculation and application of service credits for performance failures
8. Support Services: Description of support levels, response times, and escalation procedures
9. Change Management: Procedures for requesting and implementing service changes
10. Data Protection and Security: Obligations regarding data protection, security measures, and GDPR compliance
11. Charges and Payment: Pricing, payment terms, and invoicing procedures
12. Term and Termination: Contract duration, renewal terms, and termination provisions
13. Liability and Indemnification: Liability limitations, indemnification obligations, and insurance requirements
14. Force Majeure: Events constituting force majeure and consequent obligations
15. Governing Law and Jurisdiction: Specification of Danish law governance and jurisdiction for disputes
1. Business Continuity: Required when services are business-critical, detailing disaster recovery and business continuity procedures
2. Transition Services: Include when complex service transition from another provider is involved
3. Environmental Requirements: Include when services have significant environmental impact or for ESG compliance
4. Staff and Key Personnel: Required when specific staff or roles are crucial to service delivery
5. Intellectual Property Rights: Include when services involve development or use of significant IP
6. Regulatory Compliance: Required for regulated industries or when specific compliance requirements exist
7. Third-Party Dependencies: Include when service delivery depends on third-party providers or technology
8. Export Control: Required when services involve cross-border data transfers or technology
1. Schedule 1 - Service Descriptions: Detailed descriptions of each service component and delivery requirements
2. Schedule 2 - Service Level Specifications: Detailed SLA metrics, measurement methods, and reporting requirements
3. Schedule 3 - Pricing and Commercial Terms: Detailed pricing structure, rates, and commercial terms
4. Schedule 4 - Support Procedures: Detailed support processes, escalation procedures, and contact information
5. Schedule 5 - Security Requirements: Specific security controls, protocols, and compliance requirements
6. Schedule 6 - Data Processing Agreement: GDPR-compliant data processing terms and procedures
7. Schedule 7 - Transition Plan: Detailed transition or implementation plan with timelines
8. Schedule 8 - Operations Manual: Day-to-day operational procedures and requirements
9. Appendix A - Service Credit Calculation: Detailed methodology for calculating service credits
10. Appendix B - Report Templates: Templates for service performance and other required reports
Authors
Relevant legal definitions
Clauses
Relevant Industries
Information Technology
Telecommunications
Financial Services
Healthcare
Manufacturing
Professional Services
Retail
Energy and Utilities
Transportation and Logistics
Education
Public Sector
Relevant Teams
Legal
Information Technology
Procurement
Operations
Compliance
Risk Management
Vendor Management
Service Delivery
Information Security
Data Protection
Commercial
Relevant Roles
Chief Information Officer
IT Director
Procurement Manager
Contract Manager
Service Delivery Manager
Legal Counsel
Compliance Officer
Operations Director
Technology Manager
Vendor Manager
Chief Technology Officer
Data Protection Officer
Risk Manager
Commercial Director
Service Operations Manager
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