This Service Level Agreement (SLA) template is designed for use under Danish jurisdiction when establishing measurable standards for service delivery between providers and customers. The SLA Agreement is particularly crucial in service-based relationships where performance metrics need to be clearly defined and monitored. It incorporates requirements from Danish contract law and EU regulations, including GDPR compliance measures, making it suitable for both domestic and international service arrangements subject to Danish law. The document typically includes detailed service descriptions, performance metrics, reporting requirements, remedy mechanisms, and operational procedures. It's commonly used in IT services, professional services, and other sectors where service quality needs to be quantifiably measured and managed.
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Key Requirements PROMPT example:
SLA Agreement
I need an SLA Agreement for cloud hosting services that we'll provide to enterprise clients in Denmark, with 99.9% uptime guarantee and strict GDPR compliance requirements, planned to take effect from March 2025.
1. Parties: Identification and details of the service provider and customer, including legal names, registration numbers, and addresses
2. Background: Context of the agreement and brief description of the services being provided
3. Definitions: Detailed definitions of technical terms, service metrics, and other key terms used throughout the agreement
4. Service Description: Comprehensive description of the services covered by the agreement
5. Service Levels: Detailed specification of service levels, performance metrics, and measurement methodologies
6. Performance Monitoring: Procedures for monitoring and reporting service performance
7. Service Credits and Penalties: Calculation and application of service credits or penalties for failing to meet service levels
8. Response and Resolution Times: Timeframes for responding to and resolving various categories of issues
9. Customer Obligations: Requirements and responsibilities of the customer
10. Provider Obligations: Requirements and responsibilities of the service provider
11. Data Protection and Security: GDPR compliance measures and security requirements
12. Fees and Payment: Pricing, payment terms, and invoicing procedures
13. Term and Termination: Duration of the agreement and termination provisions
14. Liability and Indemnification: Limitation of liability and indemnification provisions
15. General Provisions: Standard legal provisions including governing law, notices, and amendments
1. Disaster Recovery: Requirements for disaster recovery and business continuity, used when services are critical to customer operations
2. Change Management: Procedures for implementing changes to services or service levels, included for complex or evolving services
3. Subcontractors: Terms governing the use of subcontractors, included when provider may use third parties
4. Training and Support: Details of training and support services, included when significant customer training is required
5. Intellectual Property Rights: IP ownership and licensing terms, included when services involve creation or use of intellectual property
6. Exit Management: Procedures for service transition upon termination, included for complex or critical services
7. Insurance Requirements: Specific insurance coverage requirements, included for high-risk or high-value services
8. Force Majeure: Provisions for handling events beyond reasonable control, optional but recommended for critical services
1. Schedule 1 - Service Level Specifications: Detailed technical specifications of service levels and performance metrics
2. Schedule 2 - Price List: Detailed pricing information, rate cards, and payment terms
3. Schedule 3 - Service Credit Calculations: Formulas and examples for calculating service credits
4. Schedule 4 - Incident Categories and Response Times: Classification of incidents and corresponding response/resolution times
5. Schedule 5 - Technical Requirements: Technical specifications and requirements for service delivery
6. Schedule 6 - Contact Details and Escalation Procedures: Key contacts and escalation paths for both parties
7. Schedule 7 - Data Processing Agreement: GDPR-compliant data processing terms and details
8. Schedule 8 - Service Reports: Templates and specifications for service performance reports
Authors
Relevant legal definitions
Clauses
Relevant Industries
Information Technology
Telecommunications
Cloud Services
Professional Services
Financial Services
Healthcare
Manufacturing
Logistics and Supply Chain
Facilities Management
Business Process Outsourcing
Software Development
Data Center Services
Relevant Teams
Legal
Information Technology
Operations
Procurement
Compliance
Service Delivery
Quality Assurance
Contract Management
Risk Management
Technical Support
Customer Success
Vendor Management
Relevant Roles
Chief Information Officer
IT Director
Service Delivery Manager
Contract Manager
Operations Director
Procurement Manager
Legal Counsel
Compliance Officer
Technical Account Manager
Service Level Manager
Quality Assurance Manager
Business Development Manager
Chief Technology Officer
Vendor Manager
Project Manager
Risk Manager
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