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SLA 8x5 for Germany

SLA 8x5 Template for Germany

This Service Level Agreement (SLA) template is designed to comply with German law and establishes the terms and conditions for providing service and support during standard business hours (8x5). It incorporates requirements from the German Civil Code (BGB), EU GDPR, and relevant German business regulations. The document defines service levels, response times, performance metrics, and remedies while specifically addressing German legal requirements for transparency, data protection, and consumer rights. It includes comprehensive provisions for service delivery, monitoring, and issue resolution within the context of German business practices and legal framework.

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What is a SLA 8x5?

This document serves as a foundational agreement for organizations providing services with standard business hours support in Germany. The SLA 8x5 format is particularly suitable for non-critical services where support is required only during regular business hours, typically Monday to Friday, excluding German public holidays. It addresses the specific requirements of German contract law, including detailed service specifications, performance metrics, and remediation procedures. The document is structured to ensure compliance with German legal requirements while maintaining flexibility for various service types. It includes essential provisions for data protection under GDPR, transparent pricing according to German regulations, and clear service level commitments that align with German business practices.

What sections should be included in a SLA 8x5?

1. Parties: Identification and details of the service provider and customer

2. Background: Context of the agreement and business relationship

3. Definitions: Definitions of technical terms, service levels, and key concepts used in the agreement

4. Service Description: Detailed description of services to be provided, including 8x5 coverage hours

5. Service Level Commitments: Specific service levels, response times, and performance metrics

6. Support Hours and Coverage: Detailed specification of 8x5 support hours, including time zone and holiday considerations

7. Performance Monitoring: Methods and tools for measuring service level performance

8. Issue Resolution Process: Process for reporting and resolving service issues

9. Responsibilities: Obligations of both service provider and customer

10. Data Protection and Security: GDPR compliance and security measures

11. Fees and Payment: Pricing, payment terms, and billing procedures

12. Term and Termination: Contract duration, renewal, and termination conditions

13. General Terms: Standard legal provisions including governing law, notices, and amendment procedures

What sections are optional to include in a SLA 8x5?

1. Business Continuity: Required when services are business-critical, detailing disaster recovery and continuity measures

2. Training and Documentation: Include when service requires customer training or extensive documentation

3. Transition Services: Required when complex service implementation or exit transition needs to be detailed

4. Compliance Requirements: Include for regulated industries or when specific compliance requirements apply

5. Subcontractors: Include when service provider will use subcontractors

6. Insurance: Include when specific insurance requirements need to be detailed

7. Service Credits: Include when financial penalties for missing service levels are required

What schedules should be included in a SLA 8x5?

1. Schedule 1 - Service Specifications: Detailed technical specifications of services

2. Schedule 2 - Service Level Metrics: Detailed metrics, calculations, and measurement methods

3. Schedule 3 - Fee Schedule: Detailed pricing, payment terms, and rate cards

4. Schedule 4 - Escalation Matrix: Contact details and escalation procedures

5. Schedule 5 - Technical Requirements: Customer technical requirements and specifications

6. Schedule 6 - Data Processing Agreement: GDPR-compliant data processing terms and procedures

7. Schedule 7 - Support Procedures: Detailed support processes and procedures

8. Appendix A - Service Hours Calendar: Annual calendar showing business days, holidays, and coverage hours

Authors

Alex Denne

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

Jurisdiction

Germany

Publisher

Genie AI

Cost

Free to use
Relevant legal definitions

















































Clauses



































Relevant Industries

Information Technology

Software Development

Professional Services

Consulting

Healthcare Technology

Financial Technology

Enterprise Software

Cloud Services

Managed Services

Business Process Outsourcing

Telecommunications

Relevant Teams

Legal

Operations

Service Delivery

Customer Support

Compliance

Sales

Technical Support

Account Management

Service Management

Procurement

Risk Management

Relevant Roles

IT Service Manager

Contract Manager

Legal Counsel

Service Delivery Manager

Operations Manager

Account Manager

Compliance Officer

Technical Support Manager

Customer Success Manager

Project Manager

Procurement Manager

Risk Manager

Business Development 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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