This document template is designed for scenarios requiring a Service Level Agreement with 99.9% Uptime guarantee under German law. It is particularly suitable for technology service providers, cloud operators, and digital infrastructure companies operating in Germany or serving German clients. The agreement addresses critical aspects of service availability, performance measurement, and remedy mechanisms while ensuring compliance with German civil law, telecommunications regulations, and EU digital service requirements. It includes specific provisions for service credit calculations, support obligations, and technical performance metrics, making it suitable for high-availability services where consistent uptime is crucial for business operations. The document structure accommodates both standard service provisions and additional requirements for regulated industries or specific technical environments.
Your data doesn't train Genie's AI
You keep IP ownership of your information
Thank you! Your submission has been received!
Oops! Something went wrong while submitting the form.
OR
Let Genie AI's market-leading legal AI identify missing terms, unusual language, compliance issues and more - in just seconds.
Upload your Doc
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: Definitions of technical and legal terms used throughout the agreement
4. Service Description: Detailed description of the services covered by the SLA
5. Service Levels: Specification of the 99.9% uptime commitment, measurement methodology, and calculation periods
6. Service Credits: Compensation mechanism for failure to meet service levels
7. Service Monitoring and Reporting: Methods and frequency of service level monitoring and reporting
8. Support Services: Description of support services, including response times and escalation procedures
9. Customer Obligations: Customer responsibilities and prerequisites for service delivery
10. Fees and Payment: Payment terms, fee structure, and invoicing procedures
11. Term and Termination: Duration of agreement, renewal terms, and termination provisions
12. Limitation of Liability: Liability caps and exclusions in accordance with German law
13. Force Majeure: Circumstances excusing performance of obligations
14. Confidentiality: Protection of confidential information exchanged during service provision
15. Governing Law and Jurisdiction: Specification of German law application and jurisdiction for disputes
1. Data Processing Agreement: Required when personal data processing is involved, ensuring GDPR compliance
2. Security Requirements: Detailed security obligations when handling sensitive data or systems
3. Disaster Recovery: Specific procedures for service restoration in catastrophic events
4. Change Management: Procedures for implementing service or infrastructure changes
5. Subcontractors: Terms governing the use and management of subcontractors
6. Insurance: Specific insurance requirements for high-value or high-risk services
7. Exit Management: Detailed procedures for service transition at contract end
8. Compliance Requirements: Specific regulatory compliance obligations for regulated industries
1. Schedule 1 - Service Description: Detailed technical specifications of the services
2. Schedule 2 - Service Levels and Measurement: Detailed methodology for measuring and calculating uptime
3. Schedule 3 - Service Credit Calculation: Formula and examples for calculating service credits
4. Schedule 4 - Support Procedures: Detailed support processes, contacts, and escalation procedures
5. Schedule 5 - Fee Schedule: Detailed breakdown of fees and payment terms
6. Appendix A - Technical Requirements: Technical specifications and requirements for service delivery
7. Appendix B - Service Level Reports: Template for service level reporting
8. Appendix C - Contact Details: Key contacts for both parties for various purposes
Relevant legal definitions
Agreement
Scheduled Maintenance
Service
Service Hours
Service Level
Service Credits
Uptime
Downtime
Maintenance Window
Response Time
Resolution Time
Critical Incident
Major Incident
Minor Incident
Monthly Service Fee
Measurement Period
Force Majeure Event
Business Day
Service Availability
Platform
Infrastructure
Support Services
Emergency Maintenance
Service Level Report
Planned Outage
Unplanned Outage
Service Environment
System
Authorized Users
Service Interface
Monitoring Tools
Service Component
Support Hours
Service Location
Incident
Incident Response
Root Cause Analysis
Service Request
Change Request
Service Window
Recovery Time Objective
Recovery Point Objective
Service Dashboard
Technical Documentation
Service Dependencies
Contact Person
Escalation Path
Performance Metrics
Reporting Period
Service Credit Claim
Exclusion Events
Acceptance Tests
Service Specifications
Scheduled Maintenance
Service
Service Hours
Service Level
Service Credits
Uptime
Downtime
Maintenance Window
Response Time
Resolution Time
Critical Incident
Major Incident
Minor Incident
Monthly Service Fee
Measurement Period
Force Majeure Event
Business Day
Service Availability
Platform
Infrastructure
Support Services
Emergency Maintenance
Service Level Report
Planned Outage
Unplanned Outage
Service Environment
System
Authorized Users
Service Interface
Monitoring Tools
Service Component
Support Hours
Service Location
Incident
Incident Response
Root Cause Analysis
Service Request
Change Request
Service Window
Recovery Time Objective
Recovery Point Objective
Service Dashboard
Technical Documentation
Service Dependencies
Contact Person
Escalation Path
Performance Metrics
Reporting Period
Service Credit Claim
Exclusion Events
Acceptance Tests
Service Specifications
Clauses
Definitions
Service Description
Service Levels
Uptime Guarantee
Performance Monitoring
Service Credits
Service Support
Maintenance Windows
Incident Response
Customer Obligations
Payment Terms
Term and Termination
Force Majeure
Liability Limitation
Indemnification
Confidentiality
Data Protection
Intellectual Property
Audit Rights
Change Management
Disaster Recovery
Security Requirements
Reporting Requirements
Dispute Resolution
Assignment
Subcontracting
Insurance
Notices
Governing Law
Jurisdiction
Severability
Entire Agreement
Amendment
Force Majeure
Exit Management
Service Description
Service Levels
Uptime Guarantee
Performance Monitoring
Service Credits
Service Support
Maintenance Windows
Incident Response
Customer Obligations
Payment Terms
Term and Termination
Force Majeure
Liability Limitation
Indemnification
Confidentiality
Data Protection
Intellectual Property
Audit Rights
Change Management
Disaster Recovery
Security Requirements
Reporting Requirements
Dispute Resolution
Assignment
Subcontracting
Insurance
Notices
Governing Law
Jurisdiction
Severability
Entire Agreement
Amendment
Force Majeure
Exit Management
Relevant Industries
Information Technology
Cloud Computing
Telecommunications
Financial Services
E-commerce
Healthcare Technology
Digital Infrastructure
Software as a Service
Platform as a Service
Manufacturing Technology
Online Media
Digital Entertainment
Relevant Teams
Legal
Information Technology
Procurement
Operations
Service Delivery
Infrastructure
Compliance
Risk Management
Technical Operations
Contract Management
Vendor Management
Service Operations
Cloud Operations
Relevant Roles
Chief Technology Officer
IT Director
Legal Counsel
Procurement Manager
Service Delivery Manager
Operations Director
Technical Account Manager
Contract Manager
Chief Information Officer
Infrastructure Manager
Cloud Services Manager
Compliance Officer
Risk Manager
Service Operations Manager
Technical Operations Lead
Find the exact document you need
Performance Level Agreement
A German law-governed agreement establishing measurable performance standards for service delivery, including metrics, monitoring, and consequences for non-performance.
find out more
SLA Document
A German law-governed Service Level Agreement defining service standards, performance metrics, and remedies, compliant with German contract law and EU regulations.
find out more
Task SLA
A German law-governed agreement defining performance metrics and service standards for specific tasks, including service levels, measurement criteria, and remedies for non-performance.
find out more
Software As A Service SLA
German law-governed SaaS Service Level Agreement defining performance standards, support commitments, and compliance requirements for cloud software services.
find out more
SLA Warehouse
A German law-governed Service Level Agreement defining performance metrics and operational standards for warehouse services.
find out more
SLA Training
German law-governed Service Level Agreement for training services, establishing quality standards and performance metrics for professional training delivery.
find out more
SLA Time For Incidents
A German law-governed Service Level Agreement defining incident response time commitments and resolution procedures for service delivery.
find out more
SLA Tier 3
German law-governed Tier 3 SLA template establishing terms and metrics for high-availability (99.982%) IT services with comprehensive performance and support specifications.
find out more
SLA Storage
German law-governed Storage Service Level Agreement defining performance metrics, security requirements, and compliance standards for data storage services.
find out more
SLA Server Uptime
A German law-governed Service Level Agreement defining server uptime commitments, measurement methods, and remedies for service interruptions.
find out more
SLA Product Management
A German law-governed Service Level Agreement defining performance standards and metrics for product management services, ensuring compliance with German and EU regulations.
find out more
SLA Management Process
A German law-compliant framework for managing Service Level Agreements, defining processes for monitoring, reporting, and maintaining service quality standards.
find out more
SLA Level 1
A German law-governed Service Level Agreement (SLA) Level 1 establishing basic service delivery standards and performance metrics between provider and customer.
find out more
SLA In System Design
German law-compliant Service Level Agreement defining performance metrics and standards for system design services, incorporating GDPR and German IT security requirements.
find out more
SLA Employee
A German law-compliant Service Level Agreement for employees that defines performance standards and working conditions while adhering to German labor regulations.
find out more
SLA Database
German law-governed database Service Level Agreement establishing terms, conditions, and service levels for database management services.
find out more
SLA Audit
A German law-governed document establishing the framework for conducting Service Level Agreement audits, ensuring regulatory compliance and defining audit procedures.
find out more
SLA Asset Management
German law-governed Service Level Agreement for Asset Management services, establishing performance standards and regulatory compliance requirements.
find out more
SLA Account Management
A German-law governed Service Level Agreement defining performance metrics and standards for account management services, incorporating GDPR compliance and German commercial law requirements.
find out more
SLA 99.999 Downtime
German law-governed SLA guaranteeing 99.999% service availability, suitable for mission-critical operations requiring near-zero downtime.
find out more
SLA 8x5
German law-compliant Service Level Agreement template for 8x5 business hours support services with defined performance metrics and remedies.
find out more
Shipping SLA
German law-governed service level agreement defining shipping service standards, performance metrics, and operational requirements.
find out more
Latency SLA
German law-governed Latency SLA defining service response time commitments, measurement methods, and remedies for breach of latency thresholds.
find out more
Guaranteed SLA
A German law-governed Guaranteed Service Level Agreement defining binding service commitments and remedies for service delivery.
find out more
Service Level Agreement In Crm
German law-governed Service Level Agreement specifying performance standards and obligations for CRM service delivery, incorporating GDPR compliance and German legal requirements.
find out more
Service Level Agreement Graphic Design
A German law-governed agreement defining quality standards, deliverables, and performance metrics for graphic design services.
find out more
Security Level Agreement
A German law-governed agreement defining security requirements, standards, and service levels between parties, incorporating compliance with German federal regulations and EU requirements.
find out more
Quality SLA
German law-governed Service Level Agreement defining quality standards, KPIs, and remedies for service delivery.
find out more
Procurement SLA
German law-compliant procurement service level agreement template defining service standards and performance metrics for supplier relationships.
find out more
Premium SLA
German law Premium Service Level Agreement establishing enhanced service standards and support commitments with comprehensive performance metrics and GDPR compliance.
find out more
Performance SLA
German law-compliant Service Level Agreement template defining performance standards, metrics, and remedies for service delivery relationships.
find out more
Outside SLA
German law service agreement explicitly excluding service level commitments while establishing basic service delivery parameters.
find out more
Office SLA
German law-compliant Service Level Agreement template for office services provision, incorporating BGB requirements and workplace regulations.
find out more
Monthly SLA
A German law-governed monthly Service Level Agreement defining service standards, metrics, and remedies for technical service delivery.
find out more
Finance SLA
A German law-governed Financial Service Level Agreement defining performance metrics and standards for financial service delivery, compliant with German banking regulations.
find out more
Email SLA
German-law governed Service Level Agreement specifying performance metrics and operational requirements for email system services.
find out more
Easy SLA
A streamlined Service Level Agreement under German law defining essential service metrics and obligations between provider and customer.
find out more
Downtime SLA
German law-governed Service Level Agreement specifying downtime commitments, measurements, and compensation mechanisms for service availability.
find out more
Development SLA
A German law-governed service level agreement for software development services, establishing performance metrics and quality standards.
find out more
Demo SLA
German law-compliant Service Level Agreement template defining service standards and performance metrics between providers and customers.
find out more
Genie’s Security Promise
Genie is the safest place to draft. Here’s how we prioritise your privacy and security.
Your documents are private:
We do not train on your data; Genie’s AI improves independently
All data stored on Genie is private to your organisation
Your documents are protected:
Your documents are protected by ultra-secure 256-bit encryption
We are ISO27001 certified, so your data is secure
Organizational security:
You retain IP ownership of your documents and their information
You have full control over your data and who gets to see it
.png)
.png)