Office SLA Template for Germany

1. Change Management: Procedures for requesting and implementing service changes, recommended for complex service arrangements

2. Disaster Recovery: Business continuity and disaster recovery procedures, important for critical services

3. Training and Support: Details of training provided to customer staff, relevant when specific systems or tools are involved

4. Environmental Requirements: Sustainability and environmental standards, important for environmentally conscious organizations

5. Subcontractor Management: Rules and procedures for engaging subcontractors, needed if subcontractors may be used

6. Innovation and Improvement: Processes for service improvement and technology updates, relevant for long-term agreements

7. Exit Management: Detailed transition procedures at contract end, important for complex service arrangements

1. Schedule 1 - Service Descriptions: Detailed specifications of each service component and delivery requirements

2. Schedule 2 - Service Level Metrics: Detailed KPIs, measurement methods, and reporting requirements

3. Schedule 3 - Fee Schedule: Detailed pricing, including base fees, variable charges, and any adjustment mechanisms

4. Schedule 4 - Escalation Matrix: Contact details and procedures for different levels of issue escalation

5. Schedule 5 - RACI Matrix: Responsibility assignment matrix for key activities and decisions

6. Appendix A - Report Templates: Standard templates for performance reporting and communication

7. Appendix B - Technical Requirements: Specific technical standards and requirements for service delivery

8. Appendix C - Data Processing Agreement: Detailed GDPR-compliant data processing terms and procedures