This Enterprise SLA template is specifically designed for use in complex service arrangements between service providers and enterprise customers in Germany. It provides a comprehensive framework for defining, measuring, and managing service levels in accordance with German legal requirements and business practices. The document is particularly suitable for long-term service relationships where detailed performance metrics, reporting requirements, and governance structures are essential. The Enterprise SLA incorporates mandatory provisions under German law, including compliance with the German Civil Code (BGB), data protection regulations (GDPR/DSGVO), and IT security requirements, while addressing specific needs for service credit mechanisms, escalation procedures, and risk allocation.
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1. Parties: Identification of contracting parties, including registered addresses and registration numbers
2. Background: Context of the agreement and business relationship
3. Definitions: Detailed definitions of technical terms, service levels, and key contract terminology
4. Service Description: Detailed description of services to be provided
5. Service Levels: Specific, measurable performance criteria and standards
6. Service Credits and Penalties: Compensation mechanism for service level failures
7. Performance Monitoring: Methods and tools for measuring service performance
8. Customer Obligations: Requirements and responsibilities of the customer
9. Provider Obligations: Core obligations and responsibilities of the service provider
10. Change Management: Process for implementing changes to services or service levels
11. Security Requirements: Security standards, measures, and compliance requirements
12. Data Protection: GDPR/DSGVO compliance and data handling requirements
13. Charges and Payment: Pricing, payment terms, and invoicing procedures
14. Term and Termination: Contract duration, renewal, and termination provisions
15. Liability and Indemnification: Liability limitations and indemnification obligations
16. Force Majeure: Provisions for handling events beyond reasonable control
17. Governing Law and Jurisdiction: Confirmation of German law application and jurisdiction
1. Business Continuity: Required if services are business-critical, detailing disaster recovery and business continuity procedures
2. Third-Party Providers: Include if subcontractors or third-party services are involved in service delivery
3. Transition Services: Required for complex services requiring implementation or exit transition periods
4. Environmental Requirements: Include if services have significant environmental impact or sustainability requirements
5. Intellectual Property Rights: Required if services involve creation or use of intellectual property
6. Insurance: Include if specific insurance requirements are needed beyond standard coverage
7. Personnel Requirements: Include if specific staffing, qualification, or security clearance requirements exist
1. Service Level Specifications: Detailed technical specifications of service levels and measurement methods
2. Pricing and Service Credits: Detailed pricing structure and service credit calculations
3. Technical Requirements: Detailed technical specifications and requirements
4. Security Standards: Detailed security requirements and compliance standards
5. Operational Procedures: Detailed operational processes and procedures
6. Escalation Matrix: Contact details and procedures for different levels of escalation
7. Report Templates: Standard formats for performance and service level reporting
8. Data Processing Agreement: GDPR/DSGVO-compliant data processing terms and conditions
Relevant legal definitions
Clauses
Relevant Industries
Information Technology
Telecommunications
Financial Services
Healthcare
Manufacturing
Retail
Logistics
Professional Services
Energy and Utilities
Insurance
Relevant Teams
Legal
Information Technology
Procurement
Operations
Compliance
Risk Management
Service Delivery
Vendor Management
Technical Support
Contract Administration
Relevant Roles
Chief Information Officer
IT Director
Service Delivery Manager
Contract Manager
Procurement Manager
Legal Counsel
Technology Operations Manager
Vendor Manager
Compliance Officer
Risk Manager
Enterprise Architect
Service Level Manager
Operations Director
Technical Account Manager
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