This Response Time Service Level Agreement template is designed for use in the Danish market where organizations need to establish clear, measurable standards for service response times. It is particularly relevant for IT services, customer support, and managed services arrangements where response time is a critical performance metric. The document incorporates requirements under Danish contract law and EU regulations, including GDPR compliance where relevant. It provides a comprehensive framework for defining service levels, measuring performance, and managing service delivery, with specific provisions for service credits and remedy mechanisms in case of breach. The agreement is structured to allow customization based on specific service requirements while maintaining compliance with Danish legal requirements and business practices.
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Key Requirements PROMPT example:
Response Time Service Level Agreement
I need a Response Time Service Level Agreement under Danish law for our cloud-based IT support services, with four priority levels and specific provisions for 24/7 critical incident response, to be implemented by March 2025.
1. Parties: Identification of service provider and customer, including business registration numbers
2. Background: Context of the agreement and brief description of the services covered
3. Definitions: Defined terms including 'Response Time', 'Service Hours', 'Priority Levels', 'Incident', etc.
4. Service Level Specifications: Detailed response time commitments for different priority levels
5. Service Hours and Coverage: Specified hours during which the SLA applies and any exclusions
6. Measurement and Reporting: Methods for measuring response times and reporting procedures
7. Service Credits: Calculation and application of credits for missed service levels
8. Exclusions and Force Majeure: Circumstances where SLA commitments do not apply
9. Term and Termination: Duration of the agreement and termination provisions
10. Governing Law and Jurisdiction: Confirmation of Danish law application and jurisdiction
1. Data Processing Terms: Required if personal data is processed as part of the service delivery
2. Security Requirements: Specific security measures and requirements for high-security environments
3. Business Continuity: Additional provisions for critical services requiring continuity planning
4. Escalation Procedures: For complex services requiring detailed escalation paths
5. Continuous Improvement: For long-term agreements where service level improvements are expected
6. Subcontractor Requirements: When service provider uses subcontractors for service delivery
1. Schedule 1 - Service Definitions: Detailed description of services covered by the SLA
2. Schedule 2 - Response Time Metrics: Detailed tables of response time targets for different service categories
3. Schedule 3 - Service Credit Calculations: Detailed methodology for calculating service credits
4. Schedule 4 - Contact Details: Key contacts and escalation points for both parties
5. Schedule 5 - Reporting Templates: Standard formats for service level reporting
6. Appendix A - Technical Requirements: Technical specifications and requirements for service delivery
7. Appendix B - Incident Priority Matrix: Classification matrix for determining incident priority levels
Authors
Relevant legal definitions
Agreement
Business Day
Business Hours
Confidential Information
Critical Incident
Customer
Data Protection Laws
Escalation
Force Majeure
Incident
Initial Response
Major Incident
Minor Incident
Monthly Service Report
Normal Business Hours
Out of Hours
Priority Level
Resolution Time
Response Time
Service
Service Credits
Service Hours
Service Level
Service Level Failure
Service Provider
Service Recipient
SLA
Support Request
System
Target Response Time
Third Party
Urgent Incident
Working Hours
Help Desk
Measurement Period
Performance Report
Planned Maintenance
Root Cause Analysis
Service Availability
Service Level Achievement
Support Personnel
Business Day
Business Hours
Confidential Information
Critical Incident
Customer
Data Protection Laws
Escalation
Force Majeure
Incident
Initial Response
Major Incident
Minor Incident
Monthly Service Report
Normal Business Hours
Out of Hours
Priority Level
Resolution Time
Response Time
Service
Service Credits
Service Hours
Service Level
Service Level Failure
Service Provider
Service Recipient
SLA
Support Request
System
Target Response Time
Third Party
Urgent Incident
Working Hours
Help Desk
Measurement Period
Performance Report
Planned Maintenance
Root Cause Analysis
Service Availability
Service Level Achievement
Support Personnel
Clauses
Definitions
Service Levels
Performance Measurement
Response Times
Service Credits
Reporting
Service Hours
Force Majeure
Confidentiality
Data Protection
Termination
Liability
Dispute Resolution
Governing Law
Assignment
Subcontracting
Amendments
Notices
Entire Agreement
Severability
Third Party Rights
Service Monitoring
Escalation Procedures
Business Continuity
Security
Audit Rights
Insurance
Indemnification
Intellectual Property
Personnel
Service Levels
Performance Measurement
Response Times
Service Credits
Reporting
Service Hours
Force Majeure
Confidentiality
Data Protection
Termination
Liability
Dispute Resolution
Governing Law
Assignment
Subcontracting
Amendments
Notices
Entire Agreement
Severability
Third Party Rights
Service Monitoring
Escalation Procedures
Business Continuity
Security
Audit Rights
Insurance
Indemnification
Intellectual Property
Personnel
Relevant Industries
Information Technology
Telecommunications
Financial Services
Healthcare
Manufacturing
Retail
Professional Services
Cloud Computing
Software Development
Managed Services
E-commerce
Public Sector
Relevant Teams
Legal
Information Technology
Service Delivery
Operations
Procurement
Vendor Management
Customer Success
Technical Support
Service Desk
Contract Management
Commercial
Relevant Roles
IT Director
Service Delivery Manager
Operations Manager
Contract Manager
Legal Counsel
Procurement Manager
Chief Information Officer
Service Level Manager
Technical Support Manager
Customer Success Manager
Vendor Manager
Commercial Director
Head of Operations
IT Service Manager
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