Document background
The Customer Service Level Agreement is a critical document used to establish and maintain clear service standards and expectations between service providers and their customers under German law. This agreement is particularly important when providing ongoing services that require specific performance metrics, quality standards, and customer support levels. The document outlines service definitions, performance metrics, measurement methodologies, and remedies for service failures, while ensuring compliance with German contract law, consumer protection regulations, and data privacy requirements. It serves as both a legal framework and operational guide, incorporating necessary provisions from the Bürgerliches Gesetzbuch (BGB), GDPR, and other relevant German legislation. This type of agreement is essential for businesses providing services in Germany, whether in a B2B or B2C context, and helps prevent disputes by clearly documenting service expectations and responsibilities.
