This Database Service Level Agreement template is designed for use in the Irish jurisdiction when establishing a formal agreement between a database service provider and their customers. It incorporates essential elements required under Irish law and EU regulations, particularly GDPR compliance requirements. The document is typically used when organizations need to outsource their database management, establish cloud database services, or engage third-party database hosting providers. The agreement covers critical aspects such as service availability, performance metrics, security measures, data protection, disaster recovery, and support services. It includes specific provisions required under Irish contract law and European Union regulations, making it suitable for both domestic and international service arrangements where Irish law is the governing jurisdiction.
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1. Parties: Identifies and provides details of the contracting parties - the service provider and the customer
2. Background: Context of the agreement and brief description of the database service being provided
3. Definitions and Interpretation: Defines technical terms, metrics, and key concepts used throughout the agreement
4. Service Description: Detailed description of the database services, including scope and exclusions
5. Service Levels: Specific performance metrics, availability targets, and response times
6. Service Level Measurement and Reporting: Methods for measuring and reporting service level performance
7. Service Credits and Penalties: Compensation mechanism for service level failures
8. Support Services: Details of technical support, maintenance, and incident response
9. Security Requirements: Security measures, protocols, and obligations
10. Data Protection: GDPR compliance measures and data protection obligations
11. Disaster Recovery and Business Continuity: Procedures for handling system failures and ensuring service continuity
12. Charges and Payment: Pricing, payment terms, and billing procedures
13. Term and Termination: Duration of agreement and termination provisions
14. Liability and Indemnities: Limitations of liability and indemnification obligations
15. General Provisions: Standard legal clauses including governing law, notices, and dispute resolution
1. Hardware and Software Requirements: Include when specific customer infrastructure is required for the service
2. Third-Party Services: Include when the service incorporates or depends on third-party components
3. Professional Services: Include when additional implementation, training, or consulting services are provided
4. Compliance Requirements: Include when specific regulatory compliance beyond GDPR is required
5. Service Migration: Include when specific provisions for data migration in or out are needed
6. Intellectual Property Rights: Include when custom developments or specific IP arrangements are part of the service
7. Change Management: Include when formal change control procedures are required
1. Schedule 1 - Service Level Specifications: Detailed technical specifications of service levels and performance metrics
2. Schedule 2 - Support Services and Escalation Procedures: Detailed support processes, contact information, and escalation paths
3. Schedule 3 - Security Policies and Procedures: Detailed security requirements, protocols, and compliance measures
4. Schedule 4 - Pricing and Service Credits: Detailed pricing structure and service credit calculations
5. Schedule 5 - Technical Requirements: Detailed technical specifications and requirements for service delivery
6. Schedule 6 - Business Continuity and Disaster Recovery Plan: Detailed procedures for maintaining service in emergency situations
7. Appendix A - Data Processing Agreement: GDPR-compliant data processing terms and conditions
8. Appendix B - Service Reports Template: Templates for regular service level reporting
9. Appendix C - Incident Response Plan: Procedures for handling and reporting security incidents
Relevant legal definitions
Availability
Backup
Business Day
Business Hours
Confidential Information
Critical Incident
Data
Database
Database Instance
Data Controller
Data Processor
Data Protection Laws
Data Subject
Disaster Recovery Plan
Downtime
Emergency Maintenance
Force Majeure Event
GDPR
Incident
Intellectual Property Rights
Maintenance Window
Mean Time to Repair
Monitoring Period
Personal Data
Planned Maintenance
Platform
Priority Levels
Processing
Recovery Point Objective
Recovery Time Objective
Response Time
Service
Service Credits
Service Hours
Service Level Failure
Service Level Measurement Period
Service Level Requirements
Service Levels
Support Hours
Support Services
System
Third Party Provider
Upgrade
Uptime
Urgent Maintenance
User
Working Hours
Backup
Business Day
Business Hours
Confidential Information
Critical Incident
Data
Database
Database Instance
Data Controller
Data Processor
Data Protection Laws
Data Subject
Disaster Recovery Plan
Downtime
Emergency Maintenance
Force Majeure Event
GDPR
Incident
Intellectual Property Rights
Maintenance Window
Mean Time to Repair
Monitoring Period
Personal Data
Planned Maintenance
Platform
Priority Levels
Processing
Recovery Point Objective
Recovery Time Objective
Response Time
Service
Service Credits
Service Hours
Service Level Failure
Service Level Measurement Period
Service Level Requirements
Service Levels
Support Hours
Support Services
System
Third Party Provider
Upgrade
Uptime
Urgent Maintenance
User
Working Hours
Clauses
Service Provision
Service Levels
Performance Monitoring
Service Credits
Data Protection
Data Security
Confidentiality
Intellectual Property
Payment
Support Services
Maintenance
Disaster Recovery
Business Continuity
Access Rights
Audit Rights
Warranties
Indemnification
Limitation of Liability
Force Majeure
Term and Termination
Exit Management
Assignment and Subcontracting
Change Control
Dispute Resolution
Governing Law
Notice
Entire Agreement
Severability
Third Party Rights
Data Backup
Service Reporting
Compliance
Insurance
Personnel
Documentation
Service Levels
Performance Monitoring
Service Credits
Data Protection
Data Security
Confidentiality
Intellectual Property
Payment
Support Services
Maintenance
Disaster Recovery
Business Continuity
Access Rights
Audit Rights
Warranties
Indemnification
Limitation of Liability
Force Majeure
Term and Termination
Exit Management
Assignment and Subcontracting
Change Control
Dispute Resolution
Governing Law
Notice
Entire Agreement
Severability
Third Party Rights
Data Backup
Service Reporting
Compliance
Insurance
Personnel
Documentation
Relevant Industries
Financial Services
Healthcare
Technology
E-commerce
Telecommunications
Professional Services
Government and Public Sector
Education
Manufacturing
Insurance
Retail
Logistics and Supply Chain
Relevant Teams
Legal
Information Technology
Information Security
Procurement
Compliance
Risk Management
Operations
Data Protection
Service Delivery
Vendor Management
Technical Support
Infrastructure
Relevant Roles
Chief Technology Officer
IT Director
Database Administrator
Information Security Manager
Data Protection Officer
Procurement Manager
Legal Counsel
Compliance Officer
Service Delivery Manager
IT Operations Manager
Technical Account Manager
Risk Manager
Contract Manager
Chief Information Officer
Enterprise Architect
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