This Current SLA template is designed for use in service relationships governed by German law, where specific performance metrics and service standards need to be established and monitored. The document is particularly relevant when parties need to define clear, measurable service levels, response times, and consequences for service failures. It incorporates German legal requirements, including compliance with the German Civil Code (BGB), data protection regulations, and AGB-Recht (standard business terms law). The Current SLA is structured to provide comprehensive coverage of service delivery parameters while maintaining flexibility for different service types and industry requirements. It includes essential elements such as service credits, reporting requirements, and escalation procedures, making it suitable for both technical and professional services arrangements.
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1. Parties: Identification and details of the service provider and service recipient
2. Background: Context of the agreement and business relationship
3. Definitions: Detailed definitions of technical terms, service metrics, and key concepts used in the agreement
4. Service Description: Detailed description of services to be provided, including scope and exclusions
5. Service Levels: Specific, measurable performance targets and service quality metrics
6. Service Level Measurement: Methods and procedures for measuring and reporting service level performance
7. Service Credits and Penalties: Compensation mechanism for service level failures and calculation methods
8. Response and Resolution Times: Timeframes for responding to and resolving service issues
9. Maintenance and Support: Planned maintenance windows and support service details
10. Customer Obligations: Requirements and responsibilities of the service recipient
11. Data Protection and Security: GDPR compliance measures and security requirements
12. Reporting and Communication: Regular reporting requirements and communication protocols
13. Term and Termination: Duration of agreement and termination provisions
14. Force Majeure: Circumstances excusing performance failures
15. Governing Law and Jurisdiction: Confirmation of German law application and jurisdiction
1. Disaster Recovery: Required for critical services or when handling sensitive data
2. Change Management: Include when service requirements may evolve significantly
3. Third-Party Services: Required when subcontractors or third-party services are involved
4. Intellectual Property Rights: Include when service involves software or content creation
5. Service Transfer: Include provisions for transitioning services to another provider
6. Insurance Requirements: Include for high-risk or high-value services
7. Compliance with Industry Standards: Required for regulated industries or specific technical standards
8. Environmental Requirements: Include for services with environmental impact or sustainability goals
1. Service Level Targets: Detailed technical specifications of service level metrics and targets
2. Price and Payment Schedule: Detailed pricing, payment terms, and service credit calculations
3. Technical Requirements: Technical specifications and requirements for service delivery
4. Escalation Matrix: Contact details and procedures for issue escalation
5. Report Templates: Standard formats for service level reporting
6. Security Requirements: Detailed security protocols and requirements
7. Processing Agreement: Detailed data processing terms compliant with GDPR requirements
8. Service Acceptance Criteria: Specific criteria for accepting service delivery
Relevant legal definitions
Availability
Business Day
Business Hours
Change Request
Critical Incident
Customer
Documentation
Downtime
Emergency Maintenance
Force Majeure
Incident
Key Performance Indicators (KPIs)
Maintenance Window
Mean Time Between Failures (MTBF)
Mean Time to Repair (MTTR)
Measurement Period
Operating Environment
Planned Maintenance
Priority Levels
Resolution Time
Response Time
Service
Service Credits
Service Hours
Service Level
Service Level Failure
Service Provider
Service Recipient
Service Window
Severity Levels
Support Hours
Support Request
System
Third-Party Services
Unplanned Downtime
Uptime
Urgent Change
Working Day
Working Hours
Business Day
Business Hours
Change Request
Critical Incident
Customer
Documentation
Downtime
Emergency Maintenance
Force Majeure
Incident
Key Performance Indicators (KPIs)
Maintenance Window
Mean Time Between Failures (MTBF)
Mean Time to Repair (MTTR)
Measurement Period
Operating Environment
Planned Maintenance
Priority Levels
Resolution Time
Response Time
Service
Service Credits
Service Hours
Service Level
Service Level Failure
Service Provider
Service Recipient
Service Window
Severity Levels
Support Hours
Support Request
System
Third-Party Services
Unplanned Downtime
Uptime
Urgent Change
Working Day
Working Hours
Clauses
Interpretation
Definitions
Service Provision
Service Levels
Performance Monitoring
Service Credits
Response Times
Support Services
Maintenance
Customer Obligations
Fees and Payment
Invoicing
Data Protection
Confidentiality
Intellectual Property
Warranties
Liability
Force Majeure
Term and Termination
Exit Management
Dispute Resolution
Change Control
Subcontracting
Assignment
Notices
Entire Agreement
Severability
Governing Law
Jurisdiction
Audit Rights
Insurance
Business Continuity
Security Requirements
Personnel
Compliance with Laws
Definitions
Service Provision
Service Levels
Performance Monitoring
Service Credits
Response Times
Support Services
Maintenance
Customer Obligations
Fees and Payment
Invoicing
Data Protection
Confidentiality
Intellectual Property
Warranties
Liability
Force Majeure
Term and Termination
Exit Management
Dispute Resolution
Change Control
Subcontracting
Assignment
Notices
Entire Agreement
Severability
Governing Law
Jurisdiction
Audit Rights
Insurance
Business Continuity
Security Requirements
Personnel
Compliance with Laws
Relevant Industries
Information Technology
Telecommunications
Cloud Services
Professional Services
Managed Services
Healthcare IT
Financial Services
Manufacturing
Logistics
Business Process Outsourcing
Data Center Services
Software Development
Infrastructure Services
Relevant Teams
Legal
Information Technology
Operations
Service Delivery
Procurement
Compliance
Quality Assurance
Vendor Management
Project Management
Customer Success
Technical Support
Service Operations
Relevant Roles
Chief Information Officer
IT Director
Service Delivery Manager
Operations Manager
Contract Manager
Legal Counsel
Procurement Manager
Technical Account Manager
Quality Assurance Manager
Compliance Officer
Service Operations Director
IT Infrastructure Manager
Vendor Management Officer
Project Manager
Business Relationship Manager
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