The Service Level Agreement (SLA) for Cloud Computing is a critical legal document used to establish and govern the relationship between cloud service providers and their customers under German jurisdiction. This document type is essential when organizations are engaging cloud service providers for various computing services, whether Infrastructure as a Service (IaaS), Platform as a Service (PaaS), or Software as a Service (SaaS). The agreement sets forth specific, measurable service levels, performance metrics, and compliance requirements while adhering to German and EU regulations, particularly regarding data protection (GDPR), IT security, and telecommunications law. It includes detailed provisions for service availability, response times, data handling, security measures, and remedy mechanisms for service failures. The document becomes particularly crucial in the German context due to strict data protection requirements and specific IT security regulations that must be reflected in the service commitments and compliance obligations.
Your data doesn't train Genie's AI
You keep IP ownership of your information
Thank you! Your submission has been received!
Oops! Something went wrong while submitting the form.
OR
Let Ƶ's market-leading legal AI identify missing terms, unusual language, compliance issues and more - in just seconds.
1. Parties: Identification of the cloud service provider and customer, including legal entity details and registration numbers
2. Background: Context of the agreement and brief description of the cloud services being provided
3. Definitions: Detailed definitions of technical terms, service metrics, and other key terms used in the agreement
4. Service Description: Detailed description of the cloud services, including scope, features, and functionality
5. Service Levels: Specific, measurable performance metrics including availability, response time, and other KPIs
6. Service Credits and Penalties: Compensation mechanism for service level failures and calculation methods
7. Support Services: Description of technical support levels, response times, and escalation procedures
8. Customer Obligations: Customer responsibilities, acceptable use policies, and cooperation requirements
9. Data Protection and Security: GDPR compliance measures, data processing terms, and security requirements
10. Charges and Payment: Pricing structure, payment terms, and billing procedures
11. Term and Termination: Contract duration, renewal terms, and termination rights
12. Liability and Indemnification: Limitation of liability, warranty disclaimers, and indemnification provisions
13. Force Majeure: Circumstances excusing performance and related procedures
14. Confidentiality: Protection of confidential information and trade secrets
15. General Provisions: Standard legal provisions including governing law, notices, and assignment
1. Business Continuity and Disaster Recovery: Detailed procedures for service continuity and recovery, recommended for business-critical services
2. Audit Rights: Customer's rights to audit service provider's compliance and security measures, important for regulated industries
3. Service Migration: Procedures for data and service migration at contract end, relevant for complex deployments
4. Intellectual Property Rights: Detailed IP provisions if custom development or licensing is involved
5. Compliance with Industry Standards: Specific industry certification requirements, necessary for regulated sectors
6. Multi-tenant Environment: Specific provisions for shared infrastructure environments
7. Sub-processors: Provisions regarding the use and management of sub-processors, important when multiple vendors are involved
8. Insurance Requirements: Specific insurance coverage requirements, important for high-value or high-risk services
1. Service Level Metrics: Detailed technical specifications of service levels and measurement methodologies
2. Price Schedule: Detailed pricing information, including variable costs and calculation methods
3. Technical Requirements: Specific technical requirements for service delivery and integration
4. Support Procedures: Detailed support processes, contact information, and escalation procedures
5. Security Requirements: Detailed security protocols, standards, and compliance requirements
6. Data Processing Agreement: GDPR-compliant data processing terms and procedures
7. Business Continuity Plan: Detailed procedures for maintaining service during disruptions
8. Exit Plan: Detailed procedures for service termination and transition
9. Acceptable Use Policy: Detailed rules and restrictions for service usage
Relevant legal definitions
Clauses
Relevant Industries
Information Technology
Financial Services
Healthcare
Manufacturing
Retail
Professional Services
Education
Government
Telecommunications
Insurance
E-commerce
Media and Entertainment
Logistics and Transportation
Energy and Utilities
Relevant Teams
Legal
Information Technology
Information Security
Procurement
Compliance
Risk Management
Operations
Infrastructure
Service Delivery
Data Protection
Vendor Management
Technical Support
Cloud Operations
Contract Management
Relevant Roles
Chief Information Officer
IT Director
Chief Technology Officer
Procurement Manager
Legal Counsel
Information Security Officer
Data Protection Officer
Cloud Services Manager
IT Operations Manager
Contract Manager
Compliance Officer
Risk Manager
Technical Account Manager
Service Delivery Manager
IT Infrastructure Manager
Find the exact document you need
Performance Level Agreement
A German law-governed agreement establishing measurable performance standards for service delivery, including metrics, monitoring, and consequences for non-performance.
find out more
SLA Document
A German law-governed Service Level Agreement defining service standards, performance metrics, and remedies, compliant with German contract law and EU regulations.
find out more
Task SLA
A German law-governed agreement defining performance metrics and service standards for specific tasks, including service levels, measurement criteria, and remedies for non-performance.
find out more
Software As A Service SLA
German law-governed SaaS Service Level Agreement defining performance standards, support commitments, and compliance requirements for cloud software services.
find out more
SLA Warehouse
A German law-governed Service Level Agreement defining performance metrics and operational standards for warehouse services.
find out more
SLA Training
German law-governed Service Level Agreement for training services, establishing quality standards and performance metrics for professional training delivery.
find out more
SLA Time For Incidents
A German law-governed Service Level Agreement defining incident response time commitments and resolution procedures for service delivery.
find out more
SLA Tier 3
German law-governed Tier 3 SLA template establishing terms and metrics for high-availability (99.982%) IT services with comprehensive performance and support specifications.
find out more
SLA Storage
German law-governed Storage Service Level Agreement defining performance metrics, security requirements, and compliance standards for data storage services.
find out more
SLA Server Uptime
A German law-governed Service Level Agreement defining server uptime commitments, measurement methods, and remedies for service interruptions.
find out more
SLA Product Management
A German law-governed Service Level Agreement defining performance standards and metrics for product management services, ensuring compliance with German and EU regulations.
find out more
SLA Management Process
A German law-compliant framework for managing Service Level Agreements, defining processes for monitoring, reporting, and maintaining service quality standards.
find out more
SLA Level 1
A German law-governed Service Level Agreement (SLA) Level 1 establishing basic service delivery standards and performance metrics between provider and customer.
find out more
SLA In System Design
German law-compliant Service Level Agreement defining performance metrics and standards for system design services, incorporating GDPR and German IT security requirements.
find out more
SLA Employee
A German law-compliant Service Level Agreement for employees that defines performance standards and working conditions while adhering to German labor regulations.
find out more
SLA Database
German law-governed database Service Level Agreement establishing terms, conditions, and service levels for database management services.
find out more
SLA Audit
A German law-governed document establishing the framework for conducting Service Level Agreement audits, ensuring regulatory compliance and defining audit procedures.
find out more
SLA Asset Management
German law-governed Service Level Agreement for Asset Management services, establishing performance standards and regulatory compliance requirements.
find out more
SLA Account Management
A German-law governed Service Level Agreement defining performance metrics and standards for account management services, incorporating GDPR compliance and German commercial law requirements.
find out more
SLA 99.999 Downtime
German law-governed SLA guaranteeing 99.999% service availability, suitable for mission-critical operations requiring near-zero downtime.
find out more
SLA 8x5
German law-compliant Service Level Agreement template for 8x5 business hours support services with defined performance metrics and remedies.
find out more
Shipping SLA
German law-governed service level agreement defining shipping service standards, performance metrics, and operational requirements.
find out more
Latency SLA
German law-governed Latency SLA defining service response time commitments, measurement methods, and remedies for breach of latency thresholds.
find out more
Guaranteed SLA
A German law-governed Guaranteed Service Level Agreement defining binding service commitments and remedies for service delivery.
find out more
Service Level Agreement In Crm
German law-governed Service Level Agreement specifying performance standards and obligations for CRM service delivery, incorporating GDPR compliance and German legal requirements.
find out more
Service Level Agreement Graphic Design
A German law-governed agreement defining quality standards, deliverables, and performance metrics for graphic design services.
find out more
Security Level Agreement
A German law-governed agreement defining security requirements, standards, and service levels between parties, incorporating compliance with German federal regulations and EU requirements.
find out more
Quality SLA
German law-governed Service Level Agreement defining quality standards, KPIs, and remedies for service delivery.
find out more
Procurement SLA
German law-compliant procurement service level agreement template defining service standards and performance metrics for supplier relationships.
find out more
Premium SLA
German law Premium Service Level Agreement establishing enhanced service standards and support commitments with comprehensive performance metrics and GDPR compliance.
find out more
Performance SLA
German law-compliant Service Level Agreement template defining performance standards, metrics, and remedies for service delivery relationships.
find out more
Outside SLA
German law service agreement explicitly excluding service level commitments while establishing basic service delivery parameters.
find out more
Office SLA
German law-compliant Service Level Agreement template for office services provision, incorporating BGB requirements and workplace regulations.
find out more
Monthly SLA
A German law-governed monthly Service Level Agreement defining service standards, metrics, and remedies for technical service delivery.
find out more
Finance SLA
A German law-governed Financial Service Level Agreement defining performance metrics and standards for financial service delivery, compliant with German banking regulations.
find out more
Email SLA
German-law governed Service Level Agreement specifying performance metrics and operational requirements for email system services.
find out more
Easy SLA
A streamlined Service Level Agreement under German law defining essential service metrics and obligations between provider and customer.
find out more
Downtime SLA
German law-governed Service Level Agreement specifying downtime commitments, measurements, and compensation mechanisms for service availability.
find out more
Development SLA
A German law-governed service level agreement for software development services, establishing performance metrics and quality standards.
find out more
Demo SLA
German law-compliant Service Level Agreement template defining service standards and performance metrics between providers and customers.
find out more
ұԾ’s Security Promise
Genie is the safest place to draft. Here’s how we prioritise your privacy and security.
Your documents are private:
We do not train on your data; ұԾ’s AI improves independently
All data stored on Genie is private to your organisation
Your documents are protected:
Your documents are protected by ultra-secure 256-bit encryption
We are ISO27001 certified, so your data is secure
Organizational security:
You retain IP ownership of your documents and their information
You have full control over your data and who gets to see it
.png)