This Supplier SLA template is designed for use in the German market when establishing formal service delivery commitments between a supplier and customer. It serves as a critical operational document that defines service levels, performance metrics, and accountability measures while ensuring compliance with German legal requirements. The document is particularly important for services where measurable performance standards are essential, incorporating specific provisions required under German law including data protection, liability limitations, and contract termination rights. This template should be used when entering into any significant service arrangement where clear performance standards and accountability measures need to be established and monitored.
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1. Parties: Identification of the service provider and customer, including full legal names and addresses
2. Background: Context of the agreement and brief description of the services to be provided
3. Definitions: Detailed definitions of technical terms, service metrics, and other key terminology used in the agreement
4. Services Overview: High-level description of the services to be provided
5. Service Levels: Detailed description of service levels, including performance metrics, availability requirements, and response times
6. Service Measurement and Reporting: Methods for measuring service performance and reporting requirements
7. Service Credits and Penalties: Formula and conditions for service credits or penalties for failing to meet service levels
8. Support and Maintenance: Details of support services, maintenance windows, and response times
9. Customer Obligations: Responsibilities and obligations of the customer
10. Fees and Payment: Pricing, payment terms, and invoicing procedures
11. Term and Termination: Duration of the agreement and termination provisions
12. Data Protection and Security: Compliance with GDPR and German data protection laws, security measures
13. Confidentiality: Protection of confidential information and trade secrets
14. Liability and Indemnification: Limitation of liability and indemnification provisions compliant with German law
15. Force Majeure: Provisions for circumstances beyond reasonable control
16. Governing Law and Jurisdiction: Specification of German law and jurisdiction
1. Business Continuity and Disaster Recovery: Include when services are critical to business operations
2. Transition and Exit: Include for complex services requiring detailed handover procedures
3. Intellectual Property Rights: Include when services involve creation or use of intellectual property
4. Insurance Requirements: Include when services involve significant risks or regulatory requirements
5. Compliance with Industry Standards: Include for regulated industries or specific technical standards
6. Subcontractors: Include when supplier may use subcontractors
7. Environmental Requirements: Include for services with environmental impact
8. Change Management: Include for long-term or complex services requiring formal change procedures
1. Schedule 1 - Service Descriptions: Detailed technical specifications of services
2. Schedule 2 - Service Levels and KPIs: Detailed metrics, measurement methods, and targets
3. Schedule 3 - Pricing and Payment Schedule: Detailed fee structure, rates, and payment terms
4. Schedule 4 - Support Procedures: Detailed support processes and escalation procedures
5. Schedule 5 - Technical Requirements: Infrastructure and technical specifications
6. Schedule 6 - Security Requirements: Detailed security protocols and requirements
7. Schedule 7 - Data Processing Agreement: GDPR-compliant data processing terms
8. Schedule 8 - Service Credits Calculation: Detailed calculation methods for service credits
9. Appendix A - Contact Details: Key contacts and escalation points
10. Appendix B - Report Templates: Templates for service level reporting
Relevant legal definitions
Clauses
Relevant Industries
Information Technology
Telecommunications
Cloud Services
Manufacturing
Financial Services
Healthcare
Logistics
Professional Services
Utilities
Facility Management
Software Development
Infrastructure Services
Relevant Teams
Legal
Procurement
Information Technology
Operations
Vendor Management
Service Delivery
Compliance
Risk Management
Commercial
Technical Services
Account Management
Performance Management
Relevant Roles
Chief Technology Officer
Procurement Manager
Vendor Manager
Service Delivery Manager
Contract Manager
Operations Director
IT Director
Legal Counsel
Compliance Officer
Risk Manager
Technical Service Manager
Commercial Manager
Chief Information Officer
Service Level Manager
Account Manager
Performance Manager
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