This Service Level Agreement In CRM is essential for organizations implementing or providing CRM solutions in Germany. It establishes the legal framework for service delivery, performance standards, and mutual obligations between CRM service providers and their clients. The document is specifically structured to comply with German contract law, data protection regulations (including GDPR and BDSG), and IT security requirements. It should be used when implementing new CRM systems or formalizing existing CRM service relationships, providing detailed metrics for system availability, performance, support levels, and data handling procedures. The agreement is particularly important in the German business context where specific legal requirements around data protection, contract terms, and service standards must be met.
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1. Parties: Identification of service provider and customer with full legal details
2. Background: Context of the agreement and brief description of the CRM service being provided
3. Definitions: Definitions of technical terms, service levels, and key concepts used throughout the agreement
4. Service Description: Detailed description of the CRM services, features, and functionalities provided
5. Service Level Commitments: Specific performance metrics, availability guarantees, and response times
6. Performance Monitoring: Methods and tools for measuring and reporting service levels
7. Support Services: Description of support levels, response times, and escalation procedures
8. Data Protection and Security: GDPR compliance measures and data security commitments
9. Fees and Payment Terms: Pricing structure, payment schedules, and billing procedures
10. Term and Termination: Duration of agreement, renewal terms, and termination conditions
11. Service Credits and Penalties: Compensation mechanism for service level failures
12. Limitation of Liability: Scope of liability and limitations under German law
13. General Terms: Standard legal provisions including governing law, jurisdiction, and notices
1. Change Management: Procedures for requesting and implementing service changes - include if service modifications are anticipated
2. Disaster Recovery: Backup and recovery procedures - include for enterprise-level agreements
3. Training Services: Description of user training provisions - include if training is part of the service offering
4. Third-Party Integrations: Terms governing integration with other software - include if integrations are part of the service
5. Data Migration: Terms for initial data migration - include if migration services are provided
6. Custom Development: Terms for customization services - include if custom development is offered
7. Multi-tenant Provisions: Specific terms for shared infrastructure - include for multi-tenant CRM solutions
1. Service Level Specifications: Detailed technical specifications of service levels and measurement methods
2. Price List: Detailed pricing information including optional services and volume discounts
3. Support Procedures: Detailed support processes, contact information, and escalation procedures
4. Technical Requirements: Minimum technical requirements for using the CRM service
5. Data Processing Agreement: Detailed GDPR-compliant data processing terms
6. Security Standards: Detailed information security standards and procedures
7. Exit Plan: Procedures for service termination and data handover
Authors
Relevant legal definitions
Clauses
Relevant Industries
Technology
Financial Services
Retail
Healthcare
Manufacturing
Professional Services
Telecommunications
Insurance
Real Estate
Education
Hospitality
E-commerce
Relevant Teams
Legal
Information Technology
Procurement
Sales Operations
Customer Success
Compliance
Data Protection
Service Delivery
Vendor Management
Business Solutions
Customer Relations
Relevant Roles
Chief Information Officer
IT Director
Legal Counsel
Procurement Manager
Data Protection Officer
CRM Manager
Sales Operations Director
Customer Success Manager
IT Service Manager
Compliance Officer
Digital Transformation Manager
Head of Customer Relations
Chief Technology Officer
Vendor Management Director
Business Solutions Architect
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