This SLA Account Management agreement is designed for use in the Danish market where a professional service provider offers structured account management services to clients. The document serves as a crucial framework for establishing clear service expectations, performance metrics, and operational procedures while ensuring compliance with Danish law and EU regulations. It is particularly valuable for businesses seeking to formalize their account management relationships with detailed service levels, response times, and quality standards. The agreement includes comprehensive provisions for data protection, service monitoring, and issue resolution, making it suitable for both B2B and B2C relationships. This template addresses the specific requirements of Danish contract law while incorporating best practices in service level management and account handling.
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Key Requirements PROMPT example:
SLA Account Management
I need an SLA Account Management agreement under Danish law for providing comprehensive account management services to a financial services client, including 24/7 support, performance monitoring, and quarterly service reviews, with the agreement starting March 1, 2025.
1. Parties: Identification of the service provider and client, including full legal names and registered addresses
2. Background: Context of the agreement and brief description of the services to be provided
3. Definitions: Detailed definitions of technical terms, service metrics, and key concepts used throughout the agreement
4. Services Overview: High-level description of the account management services covered by the agreement
5. Service Level Commitments: Detailed description of service levels, including response times, availability, and performance metrics
6. Performance Monitoring: Methods and procedures for monitoring and reporting service performance
7. Responsibilities: Detailed obligations of both service provider and client
8. Communication Protocols: Procedures for routine communications, escalations, and reporting
9. Issue Resolution: Process for identifying, reporting, and resolving service issues
10. Data Protection and Security: Measures for ensuring data security and compliance with privacy regulations
11. Term and Termination: Duration of the agreement and conditions for termination
12. Fees and Payment: Pricing structure, payment terms, and billing procedures
13. General Terms: Standard legal provisions including governing law, amendments, and notices
1. Disaster Recovery: Procedures for handling major service disruptions - include when business continuity is critical
2. Transition Services: Procedures for service transition at start and end of contract - include for complex service arrangements
3. Additional Services: Framework for requesting and providing services beyond the standard scope - include when service expansion is likely
4. Multi-location Services: Specific provisions for services across multiple locations - include for international or multi-site operations
5. Regulatory Compliance: Specific regulatory requirements and compliance procedures - include for regulated industries
6. Service Credits: Financial compensation mechanism for service level failures - include when specific performance guarantees are required
7. Third-Party Services: Management of third-party service providers - include when subcontractors are involved
1. Service Descriptions: Detailed technical specifications of all account management services
2. Service Level Metrics: Detailed performance metrics, measurement methods, and reporting formats
3. Fee Schedule: Detailed pricing, including standard fees and charges for additional services
4. Escalation Matrix: Contact details and procedures for different levels of issue escalation
5. Reports and Documentation: Templates and examples of required reports and documentation
6. Security Protocols: Detailed security procedures and requirements
7. Operational Procedures: Step-by-step procedures for routine operations and special situations
8. Key Personnel: List of key contacts and their roles from both parties
Authors
Relevant legal definitions
Account Manager
Account Management Services
Agreement
Authorized Representative
Business Day
Business Hours
Commencement Date
Confidential Information
Critical Incident
Customer Data
Data Protection Laws
Effective Date
Escalation Process
Fees
Force Majeure Event
GDPR
Initial Term
Key Performance Indicators
Material Breach
Normal Business Hours
Notice Period
Operating Environment
Performance Credits
Performance Metrics
Personal Data
Priority Levels
Response Time
Resolution Time
Service Credits
Service Hours
Service Level Failure
Service Level Requirements
Service Levels
Service Period
Service Provider
Service Provider Personnel
Service Reports
Services
Standard Operating Procedures
Support Services
System
Term
Territory
Third-Party Services
Working Hours
Account Management Services
Agreement
Authorized Representative
Business Day
Business Hours
Commencement Date
Confidential Information
Critical Incident
Customer Data
Data Protection Laws
Effective Date
Escalation Process
Fees
Force Majeure Event
GDPR
Initial Term
Key Performance Indicators
Material Breach
Normal Business Hours
Notice Period
Operating Environment
Performance Credits
Performance Metrics
Personal Data
Priority Levels
Response Time
Resolution Time
Service Credits
Service Hours
Service Level Failure
Service Level Requirements
Service Levels
Service Period
Service Provider
Service Provider Personnel
Service Reports
Services
Standard Operating Procedures
Support Services
System
Term
Territory
Third-Party Services
Working Hours
Clauses
Service Levels
Performance Metrics
Service Delivery
Account Management
Response Times
Monitoring and Reporting
Quality Standards
Data Protection
Confidentiality
Intellectual Property
Liability
Indemnification
Force Majeure
Term and Termination
Payment Terms
Service Credits
Dispute Resolution
Governing Law
Assignment
Subcontracting
Compliance
Audit Rights
Insurance
Business Continuity
Personnel
Security
Notices
Amendment
Entire Agreement
Severability
Third Party Rights
Anti-Corruption
Data Processing
Warranties
Service Suspension
Escalation Procedures
Customer Obligations
Documentation
Training
Review and Reporting
Performance Metrics
Service Delivery
Account Management
Response Times
Monitoring and Reporting
Quality Standards
Data Protection
Confidentiality
Intellectual Property
Liability
Indemnification
Force Majeure
Term and Termination
Payment Terms
Service Credits
Dispute Resolution
Governing Law
Assignment
Subcontracting
Compliance
Audit Rights
Insurance
Business Continuity
Personnel
Security
Notices
Amendment
Entire Agreement
Severability
Third Party Rights
Anti-Corruption
Data Processing
Warranties
Service Suspension
Escalation Procedures
Customer Obligations
Documentation
Training
Review and Reporting
Relevant Industries
Financial Services
Information Technology
Professional Services
Manufacturing
Retail
Healthcare
Telecommunications
Energy
Logistics
Banking
Insurance
Consulting
Relevant Teams
Legal
Operations
Account Management
Client Services
Compliance
Service Delivery
Quality Assurance
Risk Management
Customer Success
Business Development
Contract Administration
Relevant Roles
Account Manager
Service Delivery Manager
Contract Manager
Operations Director
Client Relations Manager
Legal Counsel
Compliance Officer
Business Development Manager
Customer Success Manager
Service Level Manager
Key Account Manager
Operations Manager
Risk Manager
Quality Assurance Manager
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