This Global SLA template is designed for organizations requiring a structured framework for international service delivery arrangements under German law. It is particularly suitable for companies providing or receiving services across multiple jurisdictions while maintaining centralized governance under German legal requirements. The Global SLA incorporates essential elements including service level metrics, performance monitoring, reporting requirements, and remedy mechanisms, while ensuring compliance with German contract law and relevant EU regulations. It addresses key aspects such as data protection, cross-border service delivery, and international operational standards, making it suitable for both technology-focused and traditional service arrangements. The document is specifically structured to balance the rigorous requirements of German law with the flexibility needed for global service delivery.
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1. Parties: Identification of service provider and customer, including full legal names and addresses
2. Background: Context of the agreement, relationship between parties, and general purpose of the SLA
3. Definitions: Detailed definitions of technical terms, service levels, metrics, and other key terminology used throughout the agreement
4. Services Overview: High-level description of services covered by the SLA
5. Service Levels: Detailed description of service level metrics, measurement methods, and targets
6. Service Credits: Calculation and application of service credits for failure to meet service levels
7. Performance Monitoring: Methods and tools for monitoring service performance and generating reports
8. Support Services: Description of support levels, response times, and escalation procedures
9. Data Protection and Security: Obligations regarding data protection, security measures, and compliance with relevant regulations
10. Business Continuity: Disaster recovery and business continuity requirements
11. Term and Termination: Duration of agreement, renewal terms, and termination provisions
12. Liability and Indemnification: Limitations of liability, indemnification obligations, and insurance requirements
13. General Provisions: Standard legal provisions including governing law, jurisdiction, and dispute resolution
1. Change Management: Procedures for requesting and implementing changes to services or service levels - include if services are likely to evolve
2. Compliance with Industry Standards: Specific industry standards and certifications - include for regulated industries
3. Multi-vendor Management: Procedures for coordination with other service providers - include if multiple vendors are involved
4. Local Law Compliance: Specific provisions for compliance with local laws in different jurisdictions - include if operating in specific challenging jurisdictions
5. Exit Management: Detailed procedures for service transition at contract end - include for complex or critical services
6. Environmental Requirements: Environmental standards and reporting - include if environmentally sensitive or for ESG compliance
1. Service Description Schedule: Detailed technical specifications of services
2. Service Level Metrics Schedule: Detailed definitions and calculations of all service level metrics
3. Pricing and Service Credits Schedule: Detailed pricing structure and service credit calculations
4. Operational Procedures Schedule: Detailed procedures for service delivery and support
5. Security Requirements Schedule: Detailed security protocols and requirements
6. Data Processing Agreement: GDPR-compliant data processing terms
7. Business Continuity Plan: Detailed disaster recovery and business continuity procedures
8. Reporting Template Schedule: Templates for regular service level reporting
9. Contact Matrix: Key contacts and escalation procedures for both parties
Authors
Relevant legal definitions
Clauses
Relevant Industries
Information Technology
Telecommunications
Cloud Services
Manufacturing
Financial Services
Healthcare
Retail
Professional Services
Logistics
Energy and Utilities
Relevant Teams
Legal
Information Technology
Procurement
Operations
Service Delivery
Vendor Management
Compliance
Commercial
Technical Support
Contract Management
Risk Management
Relevant Roles
Chief Information Officer
IT Director
Procurement Manager
Service Delivery Manager
Contract Manager
Legal Counsel
Operations Director
Vendor Management Officer
Chief Technology Officer
Commercial Director
Compliance Officer
Service Operations Manager
Technical Account Manager
Global Services Director
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