This SLA for Support Tickets is designed for use in the German market where technical support services require clear definition and measurable commitments. The document serves as a legally binding agreement between service providers and their clients, establishing specific service levels, response times, and resolution objectives for support ticket handling. It incorporates requirements from German contract law, data protection regulations, and IT security standards, making it suitable for both B2B and B2C relationships. The agreement is particularly valuable for organizations providing ongoing technical support, help desk services, or customer service operations, where clear performance metrics and accountability are essential. Key components include support availability, ticket prioritization, response time commitments, and quality assurance measures.
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1. Parties: Identification of the service provider and customer, including full legal names and addresses
2. Background: Context of the agreement and brief description of the support services to be provided
3. Definitions: Definitions of technical terms, service levels, priority levels, and other key terminology used in the agreement
4. Service Overview: High-level description of the support services covered by the agreement
5. Service Hours and Availability: Specified hours of operation and support availability, including time zones and holiday policies
6. Ticket Priority Levels: Definition of different priority levels for support tickets and their characteristics
7. Response Time Commitments: Guaranteed response times for each priority level and type of support request
8. Resolution Time Objectives: Target resolution times for different types of issues and priority levels
9. Service Level Metrics: Specific measurable targets for service performance and quality
10. Escalation Procedures: Process for escalating unresolved issues or complaints
11. Reporting and Review: Reporting frequency, content, and service review meeting schedules
12. Customer Obligations: Customer responsibilities and requirements for effective support delivery
13. Data Protection and Security: Measures for protecting customer data and maintaining security
14. Term and Termination: Duration of the agreement and conditions for termination
15. General Terms: Standard legal provisions including governing law, notices, and amendments
1. After-Hours Support: Details of extended support hours and associated costs, included when 24/7 or extended support is offered
2. Premium Support Services: Additional support services available at premium rates, included when offering tiered support levels
3. On-Site Support: Terms and conditions for physical on-site support, included when offering in-person support services
4. Training and Documentation: Provisions for user training and documentation, included when these services are part of the support package
5. Service Credits: Compensation mechanism for missed service levels, included when offering financial remedies
6. Multi-Language Support: Details of support in different languages, included when offering multilingual support
7. Custom Development Support: Support for custom developed features, included when supporting customized solutions
1. Schedule 1 - Service Level Specifications: Detailed technical specifications of service levels and measurement methodologies
2. Schedule 2 - Ticket Management Procedures: Detailed procedures for ticket creation, tracking, and management
3. Schedule 3 - Price List: Pricing details for different support levels and additional services
4. Schedule 4 - Contact Matrix: Contact details for key personnel and escalation points
5. Schedule 5 - Technical Requirements: Technical specifications and requirements for accessing support services
6. Appendix A - Incident Classification Guidelines: Detailed criteria for classifying incident priority levels
7. Appendix B - Report Templates: Standard templates for service level reporting
8. Appendix C - Security Protocols: Detailed security procedures and requirements
Authors
Relevant legal definitions
Clauses
Relevant Industries
Information Technology
Software Development
Managed Services
Cloud Services
Telecommunications
E-commerce
Financial Services
Healthcare Technology
Manufacturing
Professional Services
Relevant Teams
Technical Support
Customer Success
Service Delivery
Legal
Compliance
Operations
Quality Assurance
Contract Management
Information Security
Customer Experience
Relevant Roles
IT Support Manager
Service Delivery Manager
Technical Account Manager
Customer Success Manager
Operations Director
Help Desk Manager
Support Team Lead
Quality Assurance Manager
Contract Manager
IT Operations Manager
Customer Experience Director
Service Level Manager
Technical Support Specialist
Compliance Officer
Legal Counsel
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