This System Availability SLA template is designed for use in the German market where specific legal requirements govern IT service contracts and data protection. The document is typically used when establishing or formalizing service level commitments between technology service providers and their customers, particularly for critical systems where availability is essential. It includes comprehensive provisions for measuring and reporting system availability, calculating service credits, and managing incidents, all aligned with German legal standards and business practices. The document incorporates requirements from the German Civil Code (BGB), IT Security Act 2.0, and where applicable, GDPR requirements, making it suitable for both domestic and international service relationships within German jurisdiction.
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1. Parties: Identification of service provider and customer with full legal details
2. Background: Context of the agreement and relationship between parties
3. Definitions: Detailed definitions of technical terms, service levels, and measurement metrics
4. Service Levels: Specific availability commitments, calculation methods, and measurement periods
5. Measurement and Monitoring: Procedures for measuring and monitoring system availability
6. Reporting: Frequency and format of service level reports
7. Service Credits: Calculation and application of service credits for missed SLAs
8. Exceptions and Force Majeure: Circumstances excluded from SLA calculations
9. Support and Response Times: Response and resolution times for different incident priorities
10. Term and Termination: Duration of the SLA and termination provisions
11. Governing Law and Jurisdiction: Confirmation of German law application and jurisdiction
1. Data Protection: Required if personal data processing is involved in service delivery or monitoring
2. Security Requirements: Include for systems handling sensitive data or critical infrastructure
3. Disaster Recovery: Required for critical systems requiring specific recovery commitments
4. Change Management: Include when system changes need specific governance
5. Customer Obligations: Include when customer has specific responsibilities affecting availability
6. Subcontractors: Required if service provider uses third-party services affecting availability
1. Schedule 1 - Service Level Definitions: Detailed technical definitions and calculation methodologies
2. Schedule 2 - Service Credit Calculation: Detailed formulas and examples for service credit calculations
3. Schedule 3 - Technical Infrastructure: Description of systems and components covered by the SLA
4. Schedule 4 - Reporting Format: Templates and specifications for service level reports
5. Schedule 5 - Escalation Procedures: Contact details and procedures for different escalation levels
6. Appendix A - Measurement Tools: Specifications of tools and methods used for availability measurement
Relevant legal definitions
Clauses
Relevant Industries
Information Technology
Financial Services
Healthcare
Manufacturing
E-commerce
Telecommunications
Government
Energy
Transportation
Insurance
Education
Relevant Teams
Legal
Information Technology
Operations
Procurement
Risk and Compliance
Service Delivery
Infrastructure
Customer Success
Technical Support
Contract Management
Relevant Roles
Chief Technology Officer
IT Director
Service Delivery Manager
Operations Manager
Legal Counsel
Procurement Manager
Contract Manager
System Administrator
Infrastructure Manager
Risk Manager
Compliance Officer
Technical Account Manager
Service Level Manager
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