This Compute SLA template is designed for use in the German market where specific legal requirements around data protection, IT security, and service provision must be met. The document serves as a crucial agreement between compute service providers and their customers, establishing clear, measurable service levels, performance metrics, and remedies. The Compute SLA includes essential elements required under German law, including GDPR compliance measures, detailed technical specifications, support commitments, and service credit mechanisms. It is particularly relevant for cloud services, data center operations, and infrastructure services where reliable performance metrics and clear accountability are essential. The document addresses both technical and legal requirements, making it suitable for various scales of operation while ensuring compliance with German regulatory frameworks.
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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 services being provided
3. Definitions: Detailed definitions of technical terms, service metrics, and other key terminology used in the SLA
4. Service Description: Detailed description of the compute services covered by the SLA
5. Service Levels: Specific performance metrics, availability commitments, and measurement methodologies
6. Service Credits: Compensation mechanism for service level failures, including calculation methods and claim procedures
7. Service Monitoring: Methods and tools used to monitor service performance and generate reports
8. Support Services: Description of technical support, including response times and escalation procedures
9. Customer Obligations: Customer responsibilities and requirements for service delivery
10. Data Protection and Security: Commitments and procedures relating to data protection under GDPR and German law
11. Term and Termination: Duration of the agreement and conditions for termination
12. Force Majeure: Circumstances under which service levels may not be met due to events beyond reasonable control
13. Governing Law and Jurisdiction: Confirmation of German law application and jurisdiction for disputes
1. Disaster Recovery: Specific procedures for service recovery in case of major incidents - include for critical services
2. Change Management: Procedures for implementing service changes - include for complex service arrangements
3. Security Audits: Provisions for security audits and compliance checks - include for security-sensitive services
4. Service Migration: Procedures for service migration at contract end - include for complex or critical services
5. Compliance Requirements: Industry-specific compliance requirements - include for regulated industries
6. Multi-tenant provisions: Specific provisions for shared infrastructure - include for multi-tenant services
1. Schedule 1 - Technical Specifications: Detailed technical specifications of the compute services
2. Schedule 2 - Service Level Metrics: Detailed definition of service levels, measurement methods, and reporting
3. Schedule 3 - Service Credit Calculations: Detailed calculations and examples of service credit mechanisms
4. Schedule 4 - Support Procedures: Detailed support procedures, contact information, and escalation paths
5. Schedule 5 - Security Requirements: Detailed security requirements and compliance standards
6. Schedule 6 - Pricing and Fees: Detailed pricing structure and fee calculations
7. Appendix A - Service Level Report Template: Template for regular service level reporting
8. Appendix B - Incident Report Template: Template for incident reporting and tracking
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