This Standard SLA for IT Support is designed for organizations operating under German jurisdiction that require a structured framework for IT support services. The document is particularly relevant in today's digital business environment where reliable IT support is crucial for business continuity. It incorporates essential elements required by German law, including GDPR compliance, working hours regulations, and consumer protection requirements. The SLA template is suitable for both small-scale support arrangements and complex enterprise-level IT service relationships, providing comprehensive coverage of service definitions, performance metrics, reporting requirements, and remediation procedures. It addresses specific German legal requirements while maintaining flexibility to accommodate various business needs and technical environments.
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1. Parties: Identification of service provider and customer, including full legal names and addresses
2. Background: Context of the agreement and brief description of the services to be provided
3. Definitions: Detailed definitions of technical terms, service levels, and key concepts used throughout the agreement
4. Scope of Services: Detailed description of IT support services covered under the agreement
5. Service Levels: Specific service level targets, including response times, resolution times, and availability commitments
6. Performance Monitoring: Methods and tools for measuring and reporting service level performance
7. Support Procedures: Process for requesting support, incident classification, and escalation procedures
8. Customer Obligations: Customer responsibilities and requirements for enabling service delivery
9. Data Protection and Security: GDPR compliance measures and IT security requirements
10. Fees and Payment: Pricing structure, payment terms, and billing procedures
11. Term and Termination: Duration of agreement, renewal terms, and termination conditions
12. Liability and Indemnification: Limitations of liability and indemnification provisions under German law
13. Force Majeure: Circumstances under which parties are excused from performance
14. General Provisions: Standard legal provisions including governing law, notices, and amendment procedures
1. Hardware Support: Include when physical IT infrastructure support is part of the service
2. Software Licensing: Include when software license management is part of the support services
3. Disaster Recovery: Include when disaster recovery services are part of the support package
4. Training Services: Include when user training is part of the support offering
5. On-Site Support: Include when physical on-site support is provided in addition to remote support
6. Change Management: Include for contracts involving system modifications and updates
7. Service Credits: Include when financial penalties apply for missing service levels
1. Schedule 1 - Service Level Specifications: Detailed technical specifications of service levels and measurement criteria
2. Schedule 2 - Fee Schedule: Detailed pricing structure including standard and additional service fees
3. Schedule 3 - Support Hours and Contact Details: Operating hours, contact information, and escalation contacts
4. Schedule 4 - Technical Requirements: Technical specifications and requirements for service delivery
5. Schedule 5 - Data Processing Agreement: GDPR-compliant data processing terms and security measures
6. Schedule 6 - Service Report Templates: Standard formats for service level reporting and performance measurement
7. Appendix A - Incident Priority Matrix: Classification system for support incidents and corresponding response times
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