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The SLA Level 1 is designed for use in the German market where clear, measurable service standards need to be established between service providers and their customers. This foundational agreement type is particularly suitable for standard service offerings where basic performance metrics and support levels need to be defined. The document incorporates essential elements required under German law, including precise service definitions, clear performance metrics, and specific remedies for service failures. It serves as the primary agreement for establishing service expectations and obligations, while ensuring compliance with German legal requirements and industry standards. An SLA Level 1 typically includes basic response times, standard availability commitments, and fundamental service credit mechanisms, making it suitable for services that require standard rather than premium support levels.

1. Parties: Identification of service provider and customer, including full legal names, registration numbers, and addresses

2. Background: Context of the agreement, brief description of services, and purpose of the SLA

3. Definitions: Clear definitions of technical terms, service metrics, and key concepts used throughout the agreement

4. Service Description: Detailed description of services covered under the agreement

5. Service Levels: Specific, measurable performance metrics and standards that the service provider commits to meet

6. Service Availability: Guaranteed uptime percentages, maintenance windows, and planned downtime provisions

7. Response and Resolution Times: Timeframes for responding to and resolving different categories of issues

8. Monitoring and Reporting: Methods and frequency of service level measurement and reporting

9. Support Services: Description of support channels, hours of operation, and escalation procedures

10. Customer Obligations: Requirements and responsibilities of the customer to enable service delivery

11. Service Credits: Compensation mechanism for failure to meet service levels

12. Term and Termination: Duration of agreement, renewal terms, and termination conditions

13. Governing Law and Jurisdiction: Specification of German law application and jurisdiction for disputes