The Customer Based Service Level Agreement is essential for businesses operating in Germany that provide services requiring specific performance metrics and quality standards. This document type is particularly crucial when establishing measurable service commitments and defining clear accountability in service delivery. The agreement must comply with German legal requirements, including the Civil Code (BGB), data protection laws (GDPR and BDSG), and consumer protection regulations. It's commonly used in technology, professional services, and managed services sectors where service quality can be quantifiably measured. The document includes detailed service descriptions, performance metrics, reporting requirements, and remedy mechanisms, all structured to meet German legal standards for commercial contracts.
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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 key concepts used throughout the agreement
4. Service Description: Detailed description of services covered by the SLA, including scope and exclusions
5. Service Levels: Specific, measurable performance metrics and service levels that the provider commits to maintain
6. Service Availability: Guaranteed uptime percentages, maintenance windows, and calculation methods
7. Response and Resolution Times: Timeframes for responding to and resolving different categories of issues
8. Service Monitoring and Reporting: Methods and frequency of service level measurement and reporting
9. Service Credits: Compensation mechanism for failure to meet service levels, including calculation method
10. Customer Obligations: Requirements and responsibilities of the customer to enable service delivery
11. Data Protection and Security: GDPR-compliant provisions for data handling and security measures
12. Term and Termination: Duration of agreement, renewal terms, and termination provisions
13. Liability and Limitations: Liability provisions compliant with German law, including limitations and exclusions
14. Force Majeure: Circumstances excusing performance under German law principles
15. Governing Law and Jurisdiction: Explicit reference to German law and jurisdiction
1. Disaster Recovery: Include when services are critical or when handling sensitive data, detailing recovery procedures and timelines
2. Change Management: Include for complex services or where frequent changes are expected, describing process for service modifications
3. Escalation Procedures: Include for high-value or critical services, detailing escalation paths for serious issues
4. Subcontractors: Include if service provider uses or may use third-party service providers
5. Insurance Requirements: Include for high-risk services or where required by industry regulations
6. Business Continuity: Include for essential services or regulated industries
7. Quality Management: Include when specific quality standards or certifications are required
8. Exit Management: Include for complex services requiring detailed transition procedures
1. Schedule 1 - Service Level Metrics: Detailed technical specifications of service levels and measurement methodologies
2. Schedule 2 - Service Credit Calculations: Detailed formulas and examples for calculating service credits
3. Schedule 3 - Technical Support Details: Support procedures, contact information, and escalation matrices
4. Schedule 4 - Fee Schedule: Pricing details and payment terms
5. Schedule 5 - Data Processing Agreement: GDPR-compliant data processing terms and procedures
6. Schedule 6 - Service Description: Detailed technical specifications of services
7. Appendix A - Incident Priority Levels: Definitions and examples of incident priority categories
8. Appendix B - Report Templates: Templates for service level reporting and performance measurement
Relevant legal definitions
Agreement
Service Hours
Business Day
Service Level
Service Credit
Service Period
Response Time
Resolution Time
Critical Incident
Major Incident
Minor Incident
Scheduled Maintenance
Emergency Maintenance
Service Availability
Downtime
Uptime
Performance Metrics
Measurement Period
Support Levels
Priority Levels
Escalation Path
Service Reports
Authorized Representatives
Customer Data
Personal Data
Data Processing
Force Majeure
Service Provider Systems
Customer Systems
Integration Points
API
Service Dashboard
Monthly Service Fee
Credit Period
Exclusions
Service Window
Response Obligations
Resolution Obligations
Service Level Failure
Root Cause Analysis
Business Hours
Out-of-Hours Support
Support Ticket
Maintenance Window
System Interface
Service Modifications
Acceptance Testing
Service Commencement Date
Exit Plan
Transition Period
Documentation
Incident Report
Quality Standards
Security Requirements
Compliance Requirements
Disaster Recovery Plan
Service Location
Subcontractor
Service Hours
Business Day
Service Level
Service Credit
Service Period
Response Time
Resolution Time
Critical Incident
Major Incident
Minor Incident
Scheduled Maintenance
Emergency Maintenance
Service Availability
Downtime
Uptime
Performance Metrics
Measurement Period
Support Levels
Priority Levels
Escalation Path
Service Reports
Authorized Representatives
Customer Data
Personal Data
Data Processing
Force Majeure
Service Provider Systems
Customer Systems
Integration Points
API
Service Dashboard
Monthly Service Fee
Credit Period
Exclusions
Service Window
Response Obligations
Resolution Obligations
Service Level Failure
Root Cause Analysis
Business Hours
Out-of-Hours Support
Support Ticket
Maintenance Window
System Interface
Service Modifications
Acceptance Testing
Service Commencement Date
Exit Plan
Transition Period
Documentation
Incident Report
Quality Standards
Security Requirements
Compliance Requirements
Disaster Recovery Plan
Service Location
Subcontractor
Clauses
Service Levels
Performance Metrics
Service Credits
Service Availability
Response Times
Resolution Times
Maintenance
Support Services
Customer Obligations
Provider Obligations
Monitoring and Reporting
Data Protection
Confidentiality
Intellectual Property
Liability
Force Majeure
Term and Termination
Fees and Payment
Warranties
Indemnification
Assignment
Subcontracting
Dispute Resolution
Governing Law
Notices
Entire Agreement
Amendments
Severability
Compliance
Insurance
Audit Rights
Business Continuity
Disaster Recovery
Security
Change Management
Escalation Procedures
Service Acceptance
Exit Management
Quality Assurance
Documentation
Personnel
Performance Metrics
Service Credits
Service Availability
Response Times
Resolution Times
Maintenance
Support Services
Customer Obligations
Provider Obligations
Monitoring and Reporting
Data Protection
Confidentiality
Intellectual Property
Liability
Force Majeure
Term and Termination
Fees and Payment
Warranties
Indemnification
Assignment
Subcontracting
Dispute Resolution
Governing Law
Notices
Entire Agreement
Amendments
Severability
Compliance
Insurance
Audit Rights
Business Continuity
Disaster Recovery
Security
Change Management
Escalation Procedures
Service Acceptance
Exit Management
Quality Assurance
Documentation
Personnel
Relevant Industries
Information Technology
Telecommunications
Cloud Services
Managed Services
Software as a Service
Professional Services
Financial Services
Healthcare Technology
E-commerce
Digital Infrastructure
Business Process Outsourcing
Manufacturing Services
Utilities
Relevant Teams
Legal
Operations
Service Delivery
Technical Support
Customer Success
Sales
Compliance
Quality Assurance
Account Management
Project Management
Risk Management
Information Technology
Business Development
Relevant Roles
Service Delivery Manager
Legal Counsel
Contract Manager
Operations Director
Chief Technology Officer
Account Manager
Compliance Officer
Technical Support Manager
Quality Assurance Manager
Customer Success Manager
Project Manager
Sales Director
Business Development Manager
Risk Manager
IT Manager
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