An Email SLA is essential for organizations requiring reliable and secure email services in Germany. This document is used when establishing or updating email service provisions, whether for internal IT departments or external service providers. The agreement must comply with German telecommunications law, data protection regulations, and EU directives. It defines critical service parameters, measurement methodologies, and remedies for non-compliance, while incorporating specific German legal requirements for digital services. The Email SLA includes detailed technical specifications, security requirements, and support procedures, making it particularly important for organizations where email is mission-critical.
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1. Parties: Identification of the service provider and customer, including full legal names and addresses
2. Background: Context of the agreement and brief description of the email service to be provided
3. Definitions: Detailed definitions of technical terms, service metrics, and other key terminology used in the agreement
4. Service Description: Detailed description of the email service, including features, capabilities, and technical specifications
5. Service Level Parameters: Core service levels including availability, delivery times, spam filtering, and other key metrics
6. Performance Measurement: Methods and procedures for measuring and monitoring service levels
7. Service Level Targets: Specific quantitative targets for each service level parameter
8. Service Credits and Penalties: Compensation mechanism for service level failures
9. Problem Management: Procedures for identifying, reporting, and resolving service issues
10. Support Services: Description of support levels, response times, and escalation procedures
11. Data Protection and Security: Obligations regarding data protection, security measures, and compliance with GDPR and German regulations
12. Term and Termination: Duration of the agreement and conditions for termination
13. General Provisions: Standard legal clauses including governing law, notices, and dispute resolution
1. Disaster Recovery: Specific procedures and commitments for service restoration in case of major incidents - include for critical email services
2. Migration Services: Procedures for migrating existing email data - include when taking over from another provider
3. Custom Development: Terms for any custom features or integrations - include if providing non-standard solutions
4. Multi-tenant Services: Specific provisions for shared infrastructure - include for cloud-based solutions
5. Compliance Requirements: Industry-specific compliance requirements - include for regulated industries
6. Data Center Specifications: Detailed requirements for data center operations - include for premium enterprise services
7. Exit Management: Detailed procedures for service termination and data transfer - include for complex enterprise services
1. Schedule 1 - Technical Specifications: Detailed technical specifications of the email service including server configurations, protocols, and security features
2. Schedule 2 - Service Level Metrics: Detailed description of how each service level is measured, including formulas and measurement periods
3. Schedule 3 - Service Credit Calculation: Detailed methodology for calculating service credits and penalties
4. Schedule 4 - Support Procedures: Detailed support procedures, contact information, and escalation matrices
5. Schedule 5 - Security Standards: Detailed security requirements and standards to be maintained
6. Appendix A - Acceptable Use Policy: Terms and conditions for acceptable use of the email service
7. Appendix B - Data Processing Agreement: GDPR-compliant data processing terms and procedures
Authors
Relevant legal definitions
Clauses
Relevant Industries
Information Technology
Financial Services
Healthcare
Manufacturing
Professional Services
Retail
Education
Government
Telecommunications
Insurance
Relevant Teams
Information Technology
Infrastructure
Operations
Legal
Procurement
Information Security
Compliance
Service Delivery
Technical Support
Risk Management
Relevant Roles
IT Director
Chief Information Officer
Service Delivery Manager
IT Operations Manager
Email Systems Administrator
Infrastructure Manager
Procurement Manager
IT Contract Manager
Technical Operations Director
Chief Technology Officer
Information Security Manager
Compliance Officer
Legal Counsel
Service Level Manager
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