This Premium SLA template is designed for use in the German market where enhanced service levels and support commitments are required. It is particularly suitable for critical business services or when standard service levels are insufficient for the customer's needs. The document incorporates specific requirements under German contract law (BGB), commercial code (HGB), and EU regulations including GDPR. It includes detailed service level commitments, premium support arrangements, enhanced response times, comprehensive service credit mechanisms, and escalation procedures. The Premium SLA is structured to provide additional protections and services beyond standard SLAs, making it suitable for high-value services or critical business operations where service reliability and performance are paramount.
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1. Parties: Identification of the service provider and customer, including full legal names, registration details, and addresses
2. Background: Context of the agreement, relationship between parties, and purpose of the premium SLA
3. Definitions: Detailed definitions of technical terms, service metrics, and key concepts used throughout the agreement
4. Service Description: Comprehensive description of the premium services being provided, including scope and exclusions
5. Service Levels: Detailed commitments for service availability, performance metrics, and quality standards
6. Service Credits: Calculation and application of service credits for failure to meet SLAs, including claim process
7. Support Services: Premium support arrangements, including dedicated support channels, response times, and escalation procedures
8. Customer Obligations: Customer responsibilities and prerequisites for service delivery
9. Fees and Payment: Premium service pricing, payment terms, and billing procedures
10. Data Protection: GDPR compliance measures, data processing terms, and security commitments
11. Confidentiality: Protection of confidential information and trade secrets
12. Liability and Insurance: Liability limitations, indemnification, and insurance requirements specific to premium services
13. Term and Termination: Contract duration, renewal terms, and termination provisions
14. General Provisions: Standard legal provisions including governing law, jurisdiction, and entire agreement
1. Business Continuity: Additional provisions for disaster recovery and business continuity, recommended for critical services
2. Security Requirements: Specific security standards and certifications, necessary when handling sensitive data
3. Change Management: Procedures for service modifications and upgrades, important for dynamic services
4. Compliance and Audit: Regulatory compliance and audit rights, required for regulated industries
5. Personnel Requirements: Specific staffing commitments for premium support, relevant for high-touch services
6. Multi-language Provisions: Terms for dual-language contracts, needed when parties operate in different languages
1. Schedule 1 - Service Specifications: Detailed technical specifications of services and performance metrics
2. Schedule 2 - Service Level Metrics: Specific measurement methodologies and reporting for SLA metrics
3. Schedule 3 - Premium Support Details: Detailed support procedures, contact information, and escalation paths
4. Schedule 4 - Fee Schedule: Detailed pricing structure, including premium service fees and optional services
5. Schedule 5 - Technical Requirements: Customer infrastructure and technical prerequisites
6. Schedule 6 - Data Processing Agreement: Detailed GDPR-compliant data processing terms and procedures
7. Appendix A - Service Credit Calculation: Detailed methodology for calculating service credits and penalties
8. Appendix B - Report Templates: Standard formats for service level reporting and performance measurements
Authors
Relevant legal definitions
Clauses
Relevant Industries
Information Technology
Cloud Services
Telecommunications
Software Development
Managed Services
Healthcare Technology
Financial Services
E-commerce
Manufacturing
Critical Infrastructure
Relevant Teams
Legal
Information Technology
Operations
Procurement
Risk & Compliance
Service Delivery
Technical Support
Account Management
Contract Administration
Information Security
Relevant Roles
Chief Technology Officer
IT Director
Service Delivery Manager
Contract Manager
Legal Counsel
Procurement Manager
Operations Director
Technical Account Manager
Risk Manager
Compliance Officer
Service Level Manager
IT Operations Manager
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