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.
Your data doesn't train Genie's AI
You keep IP ownership of your information
Thank you! Your submission has been received!
Oops! Something went wrong while submitting the form.
OR
Let Genie AI's market-leading legal AI identify missing terms, unusual language, compliance issues and more - in just seconds.
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
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
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
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
Find the exact document you need
Performance Level Agreement
A German law-governed agreement establishing measurable performance standards for service delivery, including metrics, monitoring, and consequences for non-performance.
find out more
SLA Document
A German law-governed Service Level Agreement defining service standards, performance metrics, and remedies, compliant with German contract law and EU regulations.
find out more
Task SLA
A German law-governed agreement defining performance metrics and service standards for specific tasks, including service levels, measurement criteria, and remedies for non-performance.
find out more
Software As A Service SLA
German law-governed SaaS Service Level Agreement defining performance standards, support commitments, and compliance requirements for cloud software services.
find out more
SLA Warehouse
A German law-governed Service Level Agreement defining performance metrics and operational standards for warehouse services.
find out more
SLA Training
German law-governed Service Level Agreement for training services, establishing quality standards and performance metrics for professional training delivery.
find out more
SLA Time For Incidents
A German law-governed Service Level Agreement defining incident response time commitments and resolution procedures for service delivery.
find out more
SLA Tier 3
German law-governed Tier 3 SLA template establishing terms and metrics for high-availability (99.982%) IT services with comprehensive performance and support specifications.
find out more
SLA Storage
German law-governed Storage Service Level Agreement defining performance metrics, security requirements, and compliance standards for data storage services.
find out more
SLA Server Uptime
A German law-governed Service Level Agreement defining server uptime commitments, measurement methods, and remedies for service interruptions.
find out more
SLA Product Management
A German law-governed Service Level Agreement defining performance standards and metrics for product management services, ensuring compliance with German and EU regulations.
find out more
SLA Management Process
A German law-compliant framework for managing Service Level Agreements, defining processes for monitoring, reporting, and maintaining service quality standards.
find out more
SLA Level 1
A German law-governed Service Level Agreement (SLA) Level 1 establishing basic service delivery standards and performance metrics between provider and customer.
find out more
SLA In System Design
German law-compliant Service Level Agreement defining performance metrics and standards for system design services, incorporating GDPR and German IT security requirements.
find out more
SLA Employee
A German law-compliant Service Level Agreement for employees that defines performance standards and working conditions while adhering to German labor regulations.
find out more
SLA Database
German law-governed database Service Level Agreement establishing terms, conditions, and service levels for database management services.
find out more
SLA Audit
A German law-governed document establishing the framework for conducting Service Level Agreement audits, ensuring regulatory compliance and defining audit procedures.
find out more
SLA Asset Management
German law-governed Service Level Agreement for Asset Management services, establishing performance standards and regulatory compliance requirements.
find out more
SLA Account Management
A German-law governed Service Level Agreement defining performance metrics and standards for account management services, incorporating GDPR compliance and German commercial law requirements.
find out more
SLA 99.999 Downtime
German law-governed SLA guaranteeing 99.999% service availability, suitable for mission-critical operations requiring near-zero downtime.
find out more
SLA 8x5
German law-compliant Service Level Agreement template for 8x5 business hours support services with defined performance metrics and remedies.
find out more
Shipping SLA
German law-governed service level agreement defining shipping service standards, performance metrics, and operational requirements.
find out more
Latency SLA
German law-governed Latency SLA defining service response time commitments, measurement methods, and remedies for breach of latency thresholds.
find out more
Guaranteed SLA
A German law-governed Guaranteed Service Level Agreement defining binding service commitments and remedies for service delivery.
find out more
Service Level Agreement In Crm
German law-governed Service Level Agreement specifying performance standards and obligations for CRM service delivery, incorporating GDPR compliance and German legal requirements.
find out more
Service Level Agreement Graphic Design
A German law-governed agreement defining quality standards, deliverables, and performance metrics for graphic design services.
find out more
Security Level Agreement
A German law-governed agreement defining security requirements, standards, and service levels between parties, incorporating compliance with German federal regulations and EU requirements.
find out more
Quality SLA
German law-governed Service Level Agreement defining quality standards, KPIs, and remedies for service delivery.
find out more
Procurement SLA
German law-compliant procurement service level agreement template defining service standards and performance metrics for supplier relationships.
find out more
Premium SLA
German law Premium Service Level Agreement establishing enhanced service standards and support commitments with comprehensive performance metrics and GDPR compliance.
find out more
Performance SLA
German law-compliant Service Level Agreement template defining performance standards, metrics, and remedies for service delivery relationships.
find out more
Outside SLA
German law service agreement explicitly excluding service level commitments while establishing basic service delivery parameters.
find out more
Office SLA
German law-compliant Service Level Agreement template for office services provision, incorporating BGB requirements and workplace regulations.
find out more
Monthly SLA
A German law-governed monthly Service Level Agreement defining service standards, metrics, and remedies for technical service delivery.
find out more
Finance SLA
A German law-governed Financial Service Level Agreement defining performance metrics and standards for financial service delivery, compliant with German banking regulations.
find out more
Email SLA
German-law governed Service Level Agreement specifying performance metrics and operational requirements for email system services.
find out more
Easy SLA
A streamlined Service Level Agreement under German law defining essential service metrics and obligations between provider and customer.
find out more
Downtime SLA
German law-governed Service Level Agreement specifying downtime commitments, measurements, and compensation mechanisms for service availability.
find out more
Development SLA
A German law-governed service level agreement for software development services, establishing performance metrics and quality standards.
find out more
Demo SLA
German law-compliant Service Level Agreement template defining service standards and performance metrics between providers and customers.
find out more
ұԾ’s Security Promise
Genie is the safest place to draft. Here’s how we prioritise your privacy and security.
Your documents are private:
We do not train on your data; ұԾ’s AI improves independently
All data stored on Genie is private to your organisation
Your documents are protected:
Your documents are protected by ultra-secure 256-bit encryption
We are ISO27001 certified, so your data is secure
Organizational security:
You retain IP ownership of your documents and their information
You have full control over your data and who gets to see it
.png)