External Service Level Agreements are essential documents for businesses engaging external service providers, particularly in technology, professional services, and outsourcing arrangements. This document type is specifically designed for the German market and complies with German legal requirements, including the German Civil Code (BGB) and data protection regulations. An External Service Level Agreement establishes clear, measurable service standards, defines performance metrics, outlines reporting requirements, and specifies remedies for service failures. It is particularly crucial for services where performance levels directly impact business operations and where regulatory compliance is essential. The agreement typically includes detailed technical specifications, data protection provisions, and specific German law-compliant terms regarding liability and service credits.
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1. Parties: Identification and details of the service provider and customer
2. Background: Context of the agreement and brief description of the services
3. Definitions: Definitions of technical terms, service metrics, and key concepts used in the agreement
4. Services Overview: High-level description of services to be provided
5. Service Levels: Detailed service level commitments and performance metrics
6. Service Measurement and Reporting: Methods and frequency of measuring and reporting service performance
7. Service Credits and Penalties: Compensation mechanism for service level failures
8. Support and Problem Management: Support procedures, incident classification, and resolution processes
9. Customer Obligations: Customer responsibilities and requirements for service delivery
10. Data Protection and Security: GDPR and BDSG compliance requirements and security measures
11. Charges and Payment: Pricing, payment terms, and invoicing procedures
12. Term and Termination: Duration, renewal, and termination provisions
13. Liability and Insurance: Limitation of liability and insurance requirements under German law
14. Force Majeure: Circumstances excusing performance obligations
15. General Provisions: Standard legal provisions including governing law, jurisdiction, and notices
1. Change Management: Include when services may require significant modifications during the contract term
2. Disaster Recovery: Include for critical services requiring business continuity measures
3. Transition and Exit: Include for complex services requiring detailed handover procedures
4. Intellectual Property Rights: Include when services involve creation or use of intellectual property
5. Personnel and Subcontractors: Include when specific personnel requirements or subcontracting rules are needed
6. Compliance with Industry Standards: Include for regulated industries or specific certification requirements
7. Multi-jurisdiction Services: Include when services are provided across multiple countries
1. Schedule 1 - Service Description: Detailed technical specifications of services
2. Schedule 2 - Service Levels and KPIs: Detailed metrics, measurement methods, and targets
3. Schedule 3 - Charges: Detailed pricing structure and calculation methods
4. Schedule 4 - Support Procedures: Detailed support processes and escalation procedures
5. Schedule 5 - Data Processing Agreement: GDPR-compliant data processing terms and procedures
6. Schedule 6 - Security Requirements: Detailed security protocols and requirements
7. Appendix A - Contact Details: Key contacts and notification procedures
8. Appendix B - Service Credit Calculation: Detailed formula for calculating service credits
Relevant legal definitions
Agreement
Applicable Law
Authorized Representative
Business Day
Charges
Confidential Information
Customer
Customer Data
Data Protection Laws
GDPR
Force Majeure Event
Good Industry Practice
Incident
Initial Term
Intellectual Property Rights
Key Performance Indicators (KPIs)
Maintenance Window
Material Breach
Measurement Period
Operating Hours
Performance Credits
Performance Reports
Personal Data
Priority Levels
Recovery Time Objective (RTO)
Response Time
Resolution Time
Service Credits
Service Hours
Service Level Failure
Service Levels
Service Provider
Service Availability
Services
Scheduled Downtime
Severity Levels
SLA Metrics
Subcontractor
Support Services
System
Term
Unscheduled Downtime
Urgent Change
Virus
Working Hours
Applicable Law
Authorized Representative
Business Day
Charges
Confidential Information
Customer
Customer Data
Data Protection Laws
GDPR
Force Majeure Event
Good Industry Practice
Incident
Initial Term
Intellectual Property Rights
Key Performance Indicators (KPIs)
Maintenance Window
Material Breach
Measurement Period
Operating Hours
Performance Credits
Performance Reports
Personal Data
Priority Levels
Recovery Time Objective (RTO)
Response Time
Resolution Time
Service Credits
Service Hours
Service Level Failure
Service Levels
Service Provider
Service Availability
Services
Scheduled Downtime
Severity Levels
SLA Metrics
Subcontractor
Support Services
System
Term
Unscheduled Downtime
Urgent Change
Virus
Working Hours
Clauses
Service Provision
Service Levels
Performance Measurement
Service Credits
Payment
Data Protection
Confidentiality
Intellectual Property
Liability
Force Majeure
Term and Termination
Change Control
Dispute Resolution
Governing Law
Assignment and Subcontracting
Audit Rights
Insurance
Business Continuity
Support Services
Security
Compliance
Warranties
Indemnification
Notice
Entire Agreement
Severability
Third Party Rights
Anti-Corruption
Personnel
Reporting
Service Levels
Performance Measurement
Service Credits
Payment
Data Protection
Confidentiality
Intellectual Property
Liability
Force Majeure
Term and Termination
Change Control
Dispute Resolution
Governing Law
Assignment and Subcontracting
Audit Rights
Insurance
Business Continuity
Support Services
Security
Compliance
Warranties
Indemnification
Notice
Entire Agreement
Severability
Third Party Rights
Anti-Corruption
Personnel
Reporting
Relevant Industries
Information Technology
Cloud Services
Telecommunications
Managed Services
Professional Services
Healthcare
Financial Services
Manufacturing
Logistics
Facilities Management
Business Process Outsourcing
Software Development
Data Center Operations
Relevant Teams
Legal
Information Technology
Procurement
Operations
Compliance
Risk Management
Service Delivery
Quality Assurance
Vendor Management
Technical Operations
Data Protection
Contract Management
Relevant Roles
Chief Information Officer
IT Director
Procurement Manager
Contract Manager
Service Delivery Manager
Operations Director
Legal Counsel
Data Protection Officer
Vendor Manager
Quality Assurance Manager
Technical Operations Manager
Compliance Officer
Risk Manager
Chief Technology Officer
Project Manager
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