SaaS Service Level Agreement

SaaS Service Level Agreement Template for Denmark

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Document background

This SaaS Service Level Agreement template is designed for use in the Danish market when establishing a formal commitment between a SaaS provider and their customers. It incorporates essential elements required under Danish law while addressing critical aspects of service delivery, performance metrics, and accountability measures. The document is particularly relevant for businesses providing or procuring cloud-based software solutions, requiring clear definition of service standards, support levels, and compliance with Danish and EU regulations, especially regarding data protection and privacy. This agreement type is fundamental for managing expectations, ensuring service quality, and providing clear remedies for service disruptions, while maintaining alignment with Danish legal frameworks and business practices.

Suggested Sections

1. Parties: Identification of the service provider and customer, including business registration details and authorized representatives

2. Background: Context of the agreement, brief description of the service, and the parties' intentions

3. Definitions: Detailed definitions of technical terms, service metrics, and other key concepts used throughout the agreement

4. Service Description: Detailed description of the SaaS service, including core functionalities and features

5. Service Levels: Specific, measurable performance metrics including availability, response time, and reliability commitments

6. Service Credits: Calculation and application of service credits or other remedies for failure to meet service levels

7. Support Services: Description of support levels, response times, and escalation procedures

8. Customer Obligations: Customer responsibilities, acceptable use policy, and cooperation requirements

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

10. Fees and Payment: Pricing structure, payment terms, and invoicing procedures

11. Term and Termination: Contract duration, renewal terms, and termination provisions

12. Intellectual Property: IP rights, licensing terms, and ownership of data

13. Confidentiality: Protection of confidential information and trade secrets

14. Limitation of Liability: Liability caps and exclusions in accordance with Danish law

15. Force Majeure: Events excusing performance and related procedures

16. Governing Law and Jurisdiction: Confirmation of Danish law application and dispute resolution procedures

Optional Sections

1. Professional Services: Include when additional implementation, configuration, or consulting services are offered

2. Service Level Tiers: Include when multiple service tiers with different SLAs are offered

3. Disaster Recovery: Include for critical services requiring specific disaster recovery commitments

4. Security Requirements: Include when specific security certifications or standards compliance is required

5. Change Management: Include when formal change control procedures are needed

6. Audit Rights: Include when customer requires rights to audit service provider's compliance

7. Sub-processors: Include when service provider uses sub-processors for service delivery

8. Export Control: Include when service involves international data transfers

9. Insurance Requirements: Include when specific insurance coverage needs to be maintained

10. Service Migration: Include when specific provisions for service transition or termination assistance are needed

Suggested Schedules

1. Service Level Metrics: Detailed technical specifications of service level measurements and calculations

2. Support Services Description: Detailed support procedures, contact information, and escalation paths

3. Fee Schedule: Detailed pricing, including service credits calculation methodology

4. Technical Requirements: Customer infrastructure requirements and technical specifications

5. Security Policy: Detailed security measures, procedures, and compliance requirements

6. Data Processing Agreement: GDPR-compliant data processing terms and details

7. Acceptable Use Policy: Detailed rules and restrictions for service usage

8. Business Continuity Plan: Disaster recovery and business continuity procedures

9. Service Architecture: Technical architecture and infrastructure description

10. Exit Plan: Detailed procedures for service termination and data return

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