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SLA OLA Template for Denmark

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SLA OLA

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What is a SLA OLA?

This SLA OLA template is designed for organizations operating under Danish jurisdiction that need to establish both external service commitments and internal operational support structures. The document is particularly relevant when an organization needs to align its customer-facing service promises with its internal operational capabilities. It combines a Service Level Agreement (SLA) that defines commitments to external customers with an Operational Level Agreement (OLA) that specifies how different internal departments will collaborate to meet these commitments. This approach ensures consistency between external obligations and internal operations while maintaining compliance with Danish contract law, data protection regulations, and relevant EU directives. The document is especially useful for organizations providing technical, professional, or managed services where clear service metrics and operational procedures are essential for success.

What sections should be included in a SLA OLA?

1. Parties: Identification of the contracting parties, including the service provider, customer, and relevant internal departments for the OLA component

2. Background: Context of the agreement, including the relationship between the SLA and OLA components

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

4. Service Description: Detailed description of the services to be provided, including scope and exclusions

5. Service Levels: Specific, measurable service levels and performance indicators (KPIs) that the service provider commits to

6. Operational Requirements: Internal operational commitments and responsibilities between departments to support the service levels

7. Monitoring and Reporting: Methods and frequency of service level measurement, monitoring, and reporting

8. Response and Resolution Times: Specified timeframes for responding to and resolving various categories of issues

9. Escalation Procedures: Clear procedures for escalating issues both externally and internally

10. Roles and Responsibilities: Detailed breakdown of responsibilities for all parties and departments involved

11. Data Protection and Security: Commitments and procedures relating to data protection, privacy, and security in compliance with Danish law

12. Term and Termination: Duration of the agreement and conditions for termination

13. Consequences of Breach: Remedies and consequences for failing to meet service levels or operational requirements

14. Governing Law and Jurisdiction: Specification of Danish law as governing law and jurisdiction for disputes

What sections are optional to include in a SLA OLA?

1. Service Credits: Financial compensation mechanism for service level failures - include when monetary penalties are part of the agreement

2. Continuous Improvement: Procedures for regular review and improvement of service levels - include for long-term strategic relationships

3. Disaster Recovery: Specific procedures for service continuity in disaster scenarios - include for critical services

4. Training and Knowledge Transfer: Requirements for training and knowledge sharing - include when service requires significant human interaction

5. Innovation and Technology Refresh: Provisions for updating technology and processes - include for technology-dependent services

6. Third-Party Dependencies: Management of external dependencies - include when service delivery relies on third-party providers

7. Environmental Requirements: Environmental standards and commitments - include when relevant to service delivery or corporate policies

What schedules should be included in a SLA OLA?

1. Schedule 1 - Service Definitions: Detailed technical specifications of each service component

2. Schedule 2 - Service Level Metrics: Detailed metrics, measurement methods, and targets for each service level

3. Schedule 3 - Operational Procedures: Detailed operational procedures, workflows, and internal service standards

4. Schedule 4 - Price and Payment Terms: Pricing structure, payment terms, and service credit calculations if applicable

5. Schedule 5 - Technical Requirements: Technical specifications, systems, and infrastructure requirements

6. Schedule 6 - Contact Matrix: Contact details and escalation hierarchy for all parties and departments

7. Schedule 7 - Report Templates: Templates for various reports and performance measurements

8. Schedule 8 - Business Continuity Plan: Detailed procedures for maintaining service during disruptions

9. Appendix A - RACI Matrix: Detailed responsibility assignment matrix for all service components

10. Appendix B - Security Requirements: Detailed security and data protection requirements and procedures

Authors

Alex Denne

Head of Growth (Open Source Law) @ Ƶ | 3 x UCL-Certified in Contract Law & Drafting | 4+ Years Managing 1M+ Legal Documents | Serial Founder & Legal AI Author

Relevant legal definitions













































































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Relevant Industries

Information Technology

Telecommunications

Financial Services

Healthcare

Manufacturing

Professional Services

Cloud Services

E-commerce

Public Sector

Education

Logistics

Consulting Services

Managed Services

Digital Solutions

Relevant Teams

Service Desk

Technical Support

Operations

Infrastructure

Quality Assurance

Customer Success

Legal

Compliance

Information Technology

Service Delivery

Process Management

Contract Management

Project Management

Security Operations

Application Support

Network Operations

Relevant Roles

IT Service Manager

Operations Director

Service Delivery Manager

Chief Information Officer

Technical Support Manager

Quality Assurance Manager

Contract Manager

Compliance Officer

Service Desk Manager

Infrastructure Manager

Customer Success Manager

Process Owner

Department Head

Legal Counsel

Project Manager

Operations Manager

Chief Technology Officer

Service Level Manager

Industries








Teams

Employer, Employee, Start Date, Job Title, Department, Location, Probationary Period, Notice Period, Salary, Overtime, Vacation Pay, Statutory Holidays, Benefits, Bonus, Expenses, Working Hours, Rest Breaks,  Leaves of Absence, Confidentiality, Intellectual Property, Non-Solicitation, Non-Competition, Code of Conduct, Termination,  Severance Pay, Governing Law, Entire Agreemen

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