Outsourcing Service Level Agreement

Outsourcing Service Level Agreement Template for Denmark

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Document background

This Outsourcing Service Level Agreement template is designed for use in the Danish market and complies with Danish law and EU regulations. It is particularly suitable for businesses looking to establish a formal outsourcing relationship with clear performance metrics and service standards. The document addresses critical aspects required under Danish law, including data protection (Databeskyttelsesloven), employee rights (Virksomhedsoverdragelsesloven), and contract law (Aftaleloven) requirements. The agreement is structured to provide comprehensive coverage of service definitions, performance metrics, governance frameworks, and risk management provisions, making it suitable for both simple and complex outsourcing arrangements. It includes specific provisions required by Danish regulators and incorporates best practices for outsourcing relationships in various industries.

Suggested Sections

1. Parties: Identification of the service provider and customer, including company details and registration numbers

2. Background: Context of the agreement, business relationship, and objectives

3. Definitions: Definitions of key terms used throughout the agreement

4. Services: Detailed description of services to be provided, including scope and exclusions

5. Service Levels: Specific performance metrics, measurement methods, and reporting requirements

6. Customer Obligations: Responsibilities and obligations of the customer

7. Charges and Payment: Pricing structure, payment terms, and invoicing procedures

8. Governance and Management: Management structure, reporting lines, and governance procedures

9. Data Protection: GDPR compliance, data processing terms, and security requirements

10. Intellectual Property Rights: Ownership and licensing of IP created or used during service provision

11. Confidentiality: Protection of confidential information and trade secrets

12. Liability and Indemnities: Limitation of liability, indemnification obligations, and insurance requirements

13. Term and Termination: Contract duration, renewal terms, and termination rights

14. Exit Management: Procedures and obligations for service transition upon contract termination

15. General Provisions: Standard legal provisions including governing law, jurisdiction, and entire agreement

Optional Sections

1. Regulatory Compliance: Required for regulated industries like financial services or healthcare

2. Business Continuity: Required for critical services or when handling sensitive operations

3. Security Requirements: Detailed section needed when handling sensitive data or systems

4. Staff and Key Personnel: Required when specific personnel are crucial to service delivery

5. Audit Rights: Detailed audit provisions for regulated industries or complex services

6. Environmental Requirements: Required when environmental compliance is relevant to services

7. Social Responsibility: Optional section for addressing ESG requirements

8. Force Majeure: Detailed provisions beyond standard clause when service continuity is critical

Suggested Schedules

1. Service Description: Detailed technical and operational description of services

2. Service Levels and KPIs: Detailed metrics, calculations, and measurement methodologies

3. Pricing and Charging: Detailed pricing models, rate cards, and calculation methods

4. Data Processing Agreement: Detailed GDPR-compliant data processing terms

5. Security Requirements: Detailed security policies, standards, and procedures

6. Business Continuity Plan: Detailed continuity and disaster recovery procedures

7. Governance Procedures: Detailed meeting schedules, reporting formats, and escalation procedures

8. Exit Plan: Detailed transition and termination assistance procedures

9. Form of Change Order: Template for documenting and agreeing changes to services

10. Approved Subcontractors: List of approved subcontractors and their roles

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