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SLA Change Management
1. Parties: Identification of the service provider and customer, including full legal names, registration numbers, and addresses
2. Background: Context of the existing SLA and the need for a change management framework
3. Definitions: Key terms used throughout the document, including technical terms and change management terminology
4. Scope: Definition of what constitutes a change and which services are covered by this change management process
5. Change Management Process: Detailed steps for initiating, evaluating, approving, and implementing changes
6. Change Classification: Categorization of changes (e.g., minor, major, emergency) and their respective handling procedures
7. Roles and Responsibilities: Definition of key stakeholders and their roles in the change management process
8. Timeline and Notice Periods: Required notice periods for different types of changes and implementation timeframes
9. Impact Assessment: Procedures for evaluating the impact of proposed changes on service delivery and costs
10. Documentation Requirements: Required documentation for change requests, approvals, and implementations
11. Communication Protocol: Methods and requirements for communicating changes to affected parties
12. Review and Approval Process: Steps for reviewing and obtaining necessary approvals for proposed changes
13. Implementation and Testing: Requirements for implementing and testing approved changes
14. Dispute Resolution: Procedures for handling disagreements about proposed or implemented changes
15. Governing Law and Jurisdiction: Confirmation of Danish law application and jurisdiction
1. Emergency Change Procedures: Special procedures for handling urgent changes requiring immediate implementation
2. Cost Allocation: Framework for determining and allocating costs associated with implementing changes
3. Regulatory Compliance: Specific provisions for ensuring changes comply with relevant regulations, particularly useful in regulated industries
4. Service Credit Adjustments: Procedures for adjusting service credits or penalties following service level changes
5. Third-Party Dependencies: Provisions for managing changes that affect or require coordination with third-party providers
6. Roll-back Procedures: Detailed procedures for reversing implemented changes if necessary
7. Change Advisory Board: Structure and procedures for a formal change advisory board, useful for complex service environments
8. Security Requirements: Additional security considerations and requirements for changes affecting sensitive systems or data
1. Schedule A - Change Request Template: Standard template for submitting change requests
2. Schedule B - Impact Assessment Matrix: Framework for evaluating the impact of proposed changes
3. Schedule C - Service Categories: List of services affected by the change management process
4. Schedule D - Authorization Matrix: Matrix showing approval requirements for different types of changes
5. Schedule E - SLA Parameters: Current service level parameters subject to change management
6. Appendix 1 - Change Log Template: Template for maintaining records of all changes
7. Appendix 2 - Communication Templates: Standard templates for change-related communications
8. Appendix 3 - Testing Procedures: Detailed procedures for testing implemented changes
9. Appendix 4 - Escalation Matrix: Contact information and procedures for escalating change-related issues
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