The Easy SLA template is designed for straightforward service arrangements under German law where parties need a clear but uncomplicated framework for service delivery. This document type is particularly suitable for small to medium-sized businesses or for services that don't require complex operational arrangements. The Easy SLA includes fundamental service level commitments, basic performance metrics, and essential legal protections while avoiding overly technical or complicated provisions that might be found in enterprise-level SLAs. It ensures compliance with German legal requirements including the Civil Code (BGB), data protection regulations, and commercial law standards, while maintaining accessibility for business users who need a practical, implementable service agreement.
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1. Parties: Identification and details of the service provider and service recipient
2. Background: Context of the agreement and general purpose of the services
3. Definitions: Key terms used throughout the agreement
4. Service Description: Detailed description of services to be provided
5. Service Levels: Specific performance metrics and standards
6. Service Availability: Agreed service hours, maintenance windows, and uptime commitments
7. Response and Resolution Times: Timeline commitments for addressing various types of issues
8. Performance Monitoring: Methods and tools for measuring service performance
9. Service Credits: Compensation mechanism for service level failures
10. Reporting: Regular reporting obligations and requirements
11. Support Services: Description of support levels and procedures
12. Customer Obligations: Requirements and responsibilities of the customer
13. Term and Termination: Duration of agreement and termination provisions
14. Data Protection: GDPR compliance and data handling procedures
15. General Terms: Standard legal provisions including governing law and jurisdiction
1. Disaster Recovery: Procedures for handling major service disruptions - include if critical service
2. Security Requirements: Specific security standards and certifications - include if handling sensitive data
3. Change Management: Procedures for implementing service changes - include for complex services
4. Escalation Procedures: Detailed escalation path for issues - include for enterprise services
5. Subcontractors: Terms regarding use of third-party service providers - include if subcontractors are used
6. Insurance: Insurance requirements - include for high-risk services
7. Exit Management: Detailed termination procedures - include for complex service relationships
1. Schedule 1 - Service Level Metrics: Detailed technical specifications of service levels and measurement methods
2. Schedule 2 - Fee Schedule: Pricing details and payment terms
3. Schedule 3 - Service Credit Calculations: Detailed formulas for calculating service credits
4. Schedule 4 - Technical Support Details: Specific support procedures and contact information
5. Schedule 5 - Service Hours and Maintenance Windows: Detailed schedule of service availability and planned maintenance
6. Appendix A - Incident Categories: Classification and examples of different types of service incidents
7. Appendix B - Report Templates: Standard formats for required service reports
Relevant legal definitions
Agreement
Service Hours
Business Day
Service Level
Service Credit
Response Time
Resolution Time
Incident
Critical Incident
Major Incident
Minor Incident
Maintenance Window
Planned Downtime
Unplanned Downtime
Service Availability
Monthly Service Fee
Support Services
Service Report
Measurement Period
Performance Metrics
Customer Data
Service Provider Systems
Customer Systems
Force Majeure
Specifications
Service Hours
Business Day
Service Level
Service Credit
Response Time
Resolution Time
Incident
Critical Incident
Major Incident
Minor Incident
Maintenance Window
Planned Downtime
Unplanned Downtime
Service Availability
Monthly Service Fee
Support Services
Service Report
Measurement Period
Performance Metrics
Customer Data
Service Provider Systems
Customer Systems
Force Majeure
Specifications
Clauses
Service Levels
Performance Standards
Service Credits
Service Availability
Response Times
Monitoring
Reporting
Payment Terms
Confidentiality
Data Protection
Intellectual Property
Liability
Force Majeure
Term and Termination
Governing Law
Dispute Resolution
Assignment
Notices
Entire Agreement
Severability
Support Services
Customer Obligations
Service Provider Obligations
Amendment
Waiver
Performance Standards
Service Credits
Service Availability
Response Times
Monitoring
Reporting
Payment Terms
Confidentiality
Data Protection
Intellectual Property
Liability
Force Majeure
Term and Termination
Governing Law
Dispute Resolution
Assignment
Notices
Entire Agreement
Severability
Support Services
Customer Obligations
Service Provider Obligations
Amendment
Waiver
Relevant Industries
Information Technology
Software Development
Cloud Computing
Telecommunications
Professional Services
Financial Services
Healthcare
E-commerce
Manufacturing
Logistics
Education
Consulting
Relevant Teams
Legal
Information Technology
Operations
Procurement
Service Delivery
Sales
Customer Success
Compliance
Contract Management
Technical Support
Account Management
Relevant Roles
IT Manager
Service Delivery Manager
Operations Director
Contract Manager
Procurement Manager
Business Development Manager
Account Manager
Technical Service Manager
Legal Counsel
Compliance Officer
Project Manager
Customer Success Manager
Sales Manager
Chief Technology Officer
Chief Information Officer
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