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Data Center Service Level Agreement
1. Parties: Identification of the data center service provider and the customer, including full legal names, registration numbers, and addresses
2. Background: Context of the agreement, brief description of the services, and general purpose of the arrangement
3. Definitions: Detailed definitions of technical terms, service metrics, and other key terms used throughout the agreement
4. Service Description: Overview of the data center services, including facility specifications, basic infrastructure, and general service scope
5. Service Levels: Detailed service level commitments, including availability, performance metrics, and measurement methodologies
6. Security Requirements: Physical and logical security measures, access controls, and security protocols
7. Data Protection: GDPR compliance measures, data handling procedures, and privacy safeguards
8. Customer Obligations: Customer responsibilities, access rules, and compliance requirements
9. Fees and Payment: Pricing structure, payment terms, and billing procedures
10. Service Credits: Compensation mechanism for service level failures and calculation methods
11. Term and Termination: Contract duration, renewal terms, and termination conditions
12. Liability and Indemnification: Limitation of liability, indemnification obligations, and risk allocation
13. Force Majeure: Circumstances excusing performance and related procedures
14. Governing Law and Jurisdiction: Confirmation of Danish law application and dispute resolution procedures
1. Environmental Compliance: Specific section for environmental commitments and compliance with Danish green energy requirements, recommended for environmentally-focused clients
2. Disaster Recovery: Detailed disaster recovery procedures beyond basic service levels, recommended for clients with critical operations
3. Migration Services: Procedures for initial setup and migration, recommended for new service relationships
4. Multi-Site Operations: Specific terms for multi-location services, needed if services span multiple data centers
5. Third-Party Services: Terms governing integration with third-party providers, needed if external services are part of the solution
6. Industry-Specific Compliance: Additional compliance requirements for regulated industries like healthcare or finance
1. Schedule 1 - Technical Specifications: Detailed technical specifications of the data center facilities and infrastructure
2. Schedule 2 - Service Level Metrics: Detailed service level targets, measurement methods, and reporting procedures
3. Schedule 3 - Security Protocols: Detailed security procedures, access protocols, and security incident response plans
4. Schedule 4 - Pricing and Fee Structure: Detailed pricing information, including variable costs and calculation methods
5. Schedule 5 - Operational Procedures: Day-to-day operational procedures, maintenance windows, and change management processes
6. Schedule 6 - GDPR Processing Terms: Detailed data processing terms and procedures as required by GDPR
7. Schedule 7 - Service Credit Calculations: Detailed methods for calculating service credits and compensation
8. Appendix A - Contact Matrix: Key contacts and escalation procedures for both parties
9. Appendix B - Incident Response Plan: Detailed procedures for handling and escalating service incidents
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