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The SLA for Problem Management is a critical document used to establish and govern the delivery of problem management services within an IT service management framework under Danish jurisdiction. This agreement is essential when organizations need to formalize the process of identifying, investigating, and eliminating the root causes of recurring IT incidents. It defines the service provider's obligations, performance metrics, and procedures while ensuring compliance with Danish legal requirements, including data protection and contract law. The document is particularly relevant for organizations seeking to improve their IT service quality through structured problem management and includes detailed service levels, response times, reporting requirements, and continuous improvement processes. This agreement type is commonly used in IT outsourcing relationships, managed service arrangements, and internal service delivery frameworks where clear accountability and measurement of problem management effectiveness is required.

1. Parties: Identification of the service provider and customer, including full legal names, registration numbers, and addresses

2. Background: Context of the agreement, relationship between parties, and general purpose of the problem management services

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

4. Service Scope: Detailed description of the problem management services covered, including systems, applications, and infrastructure in scope

5. Service Level Targets: Specific, measurable targets for problem management, including response times, resolution times, and quality metrics

6. Problem Management Process: Detailed description of the problem management methodology, including identification, classification, investigation, and resolution procedures

7. Roles and Responsibilities: Clear delineation of responsibilities between service provider and customer, including key personnel and escalation paths

8. Reporting and Review: Requirements for service level reporting, performance reviews, and continuous improvement processes

9. Data Protection and Security: Obligations regarding data handling, security measures, and GDPR compliance

10. Fees and Payment: Pricing structure, payment terms, and any penalties or credits related to service level performance

11. Term and Termination: Duration of the agreement, renewal terms, and conditions for termination

12. General Terms: Standard legal provisions including liability, force majeure, governing law, and dispute resolution