This High Availability SLA template is designed for use in the German market where continuous service availability is crucial for business operations. The document is particularly relevant when establishing service level commitments for mission-critical systems and applications that require exceptional uptime and performance standards. It incorporates key elements of German contract law, including specific provisions from the Bürgerliches Gesetzbuch (BGB), data protection requirements under GDPR and BDSG, and telecommunications regulations where applicable. The agreement is structured to provide clear metrics for service availability, detailed incident response procedures, and appropriate remedy mechanisms through service credits, while maintaining compliance with German legal requirements regarding liability limitations and force majeure provisions.
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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 to be provided
3. Definitions: Detailed definitions of technical terms, including 'availability', 'downtime', 'maintenance window', 'incident levels', and other SLA-specific terminology
4. Service Description: Detailed description of the services covered by the SLA
5. Service Levels: Specific availability commitments, including percentage guarantees, calculation methods, and measurement periods
6. Service Level Measurement: Methodology for measuring and monitoring service availability, including tools and reporting mechanisms
7. Incident Response: Response times, escalation procedures, and incident classification
8. Service Credits: Compensation mechanism for service level failures, including calculation methods and claiming procedures
9. Planned Maintenance: Procedures for scheduled maintenance, including notification requirements and impact on availability calculations
10. Customer Obligations: Customer responsibilities and prerequisites for service delivery
11. Data Protection and Security: GDPR compliance measures and security commitments
12. Liability: Liability limitations and exclusions in accordance with German law
13. Term and Termination: Duration of the 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: Detailed disaster recovery procedures and commitments, recommended for critical services
2. Business Continuity: Business continuity provisions, recommended for enterprise-critical services
3. Third-Party Service Providers: Provisions regarding subcontractors and their obligations, needed if third-party services are used
4. Compliance Requirements: Industry-specific compliance requirements, needed for regulated industries
5. Insurance: Insurance requirements and coverage details, recommended for high-value services
6. Performance Optimization: Continuous improvement commitments and procedures, useful for long-term contracts
7. Exit Management: Detailed exit procedures and transition assistance, important for complex service arrangements
1. Schedule 1 - Service Description: Detailed technical specifications of the services
2. Schedule 2 - Service Levels and Metrics: Detailed availability targets, measurement methodologies, and calculations
3. Schedule 3 - Service Credit Calculations: Detailed formulas and examples for service credit calculations
4. Schedule 4 - Technical Support Services: Support level descriptions, contact details, and escalation procedures
5. Schedule 5 - Security Requirements: Detailed security specifications and compliance requirements
6. Schedule 6 - Pricing and Payment: Service fees, payment terms, and pricing adjustments
7. Schedule 7 - System Dependencies: Technical dependencies and integration requirements
8. Appendix A - Incident Response Procedures: Detailed procedures for different types of incidents
9. Appendix B - Report Templates: Templates for various service level reports and notifications
Relevant legal definitions
Availability
Service Hours
Scheduled Maintenance
Emergency Maintenance
Downtime
Uptime
Service Level
Service Credit
Response Time
Resolution Time
Incident
Critical Incident
Major Incident
Minor Incident
Service Window
Measurement Period
Monthly Availability Percentage
Business Day
Business Hours
Force Majeure
Service Components
System
Infrastructure
Network
Platform
Application
Monitoring Tools
Performance Metrics
Reporting Period
Recovery Point Objective (RPO)
Recovery Time Objective (RTO)
Root Cause Analysis
Service Level Failure
Support Levels
Escalation Path
Maintenance Window
Change Management
Service Request
Personal Data
Data Processing
Security Incident
Business Impact
Priority Levels
Resolution
Service Interface
Service Documentation
Technical Specifications
Acceptance Criteria
Quality Standards
Service Dependencies
Exit Plan
Transition Period
Authorization
Contact Person
Help Desk
Support Hours
Service Location
Backup
Disaster Recovery
Business Continuity
Service Provider Systems
Customer Systems
Integration Points
Service Credits Cap
Measurement Methodology
Excluded Events
Response Obligations
Service Level Report
Service Hours
Scheduled Maintenance
Emergency Maintenance
Downtime
Uptime
Service Level
Service Credit
Response Time
Resolution Time
Incident
Critical Incident
Major Incident
Minor Incident
Service Window
Measurement Period
Monthly Availability Percentage
Business Day
Business Hours
Force Majeure
Service Components
System
Infrastructure
Network
Platform
Application
Monitoring Tools
Performance Metrics
Reporting Period
Recovery Point Objective (RPO)
Recovery Time Objective (RTO)
Root Cause Analysis
Service Level Failure
Support Levels
Escalation Path
Maintenance Window
Change Management
Service Request
Personal Data
Data Processing
Security Incident
Business Impact
Priority Levels
Resolution
Service Interface
Service Documentation
Technical Specifications
Acceptance Criteria
Quality Standards
Service Dependencies
Exit Plan
Transition Period
Authorization
Contact Person
Help Desk
Support Hours
Service Location
Backup
Disaster Recovery
Business Continuity
Service Provider Systems
Customer Systems
Integration Points
Service Credits Cap
Measurement Methodology
Excluded Events
Response Obligations
Service Level Report
Clauses
Definitions
Service Levels
Performance Monitoring
Service Credits
Availability
Response Times
Incident Management
Maintenance
Technical Support
Data Protection
Confidentiality
Security
Disaster Recovery
Business Continuity
Force Majeure
Liability
Warranties
Indemnification
Insurance
Term and Termination
Payment
Reporting
Audit Rights
Change Management
Subcontracting
Assignment
Notice
Dispute Resolution
Governing Law
Jurisdiction
Entire Agreement
Severability
Customer Obligations
Service Provider Obligations
Exit Management
Personnel
Intellectual Property
Compliance with Laws
Documentation
Quality Assurance
Service Levels
Performance Monitoring
Service Credits
Availability
Response Times
Incident Management
Maintenance
Technical Support
Data Protection
Confidentiality
Security
Disaster Recovery
Business Continuity
Force Majeure
Liability
Warranties
Indemnification
Insurance
Term and Termination
Payment
Reporting
Audit Rights
Change Management
Subcontracting
Assignment
Notice
Dispute Resolution
Governing Law
Jurisdiction
Entire Agreement
Severability
Customer Obligations
Service Provider Obligations
Exit Management
Personnel
Intellectual Property
Compliance with Laws
Documentation
Quality Assurance
Relevant Industries
Information Technology
Banking & Financial Services
Healthcare
E-commerce
Telecommunications
Manufacturing
Cloud Services
Critical Infrastructure
Insurance
Transportation & Logistics
Energy & Utilities
Digital Media
Online Gaming
Professional Services
Relevant Teams
Legal
Information Technology
Operations
Service Delivery
Infrastructure
Procurement
Risk & Compliance
Technical Support
Solutions Architecture
Service Management
Contract Management
Enterprise Architecture
Relevant Roles
Chief Technology Officer
IT Director
Service Delivery Manager
Operations Manager
Legal Counsel
Procurement Manager
Infrastructure Manager
Cloud Services Manager
Technical Account Manager
Risk Manager
Compliance Officer
Contract Manager
Solutions Architect
Service Level Manager
IT Operations Manager
Data Center Manager
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