Premium SLA Template for Germany

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Key Requirements PROMPT example:

Premium SLA

"I need a Premium SLA for our cloud-based software service that will be provided to German automotive manufacturers, with 99.99% uptime guarantee and 15-minute response times for critical incidents, to be implemented by March 2025."

Document background

This Premium SLA template is designed for use in the German market where enhanced service levels and support commitments are required. It is particularly suitable for critical business services or when standard service levels are insufficient for the customer's needs. The document incorporates specific requirements under German contract law (BGB), commercial code (HGB), and EU regulations including GDPR. It includes detailed service level commitments, premium support arrangements, enhanced response times, comprehensive service credit mechanisms, and escalation procedures. The Premium SLA is structured to provide additional protections and services beyond standard SLAs, making it suitable for high-value services or critical business operations where service reliability and performance are paramount.

Suggested Sections

1. Parties: Identification of the service provider and customer, including full legal names, registration details, and addresses

2. Background: Context of the agreement, relationship between parties, and purpose of the premium SLA

3. Definitions: Detailed definitions of technical terms, service metrics, and key concepts used throughout the agreement

4. Service Description: Comprehensive description of the premium services being provided, including scope and exclusions

5. Service Levels: Detailed commitments for service availability, performance metrics, and quality standards

6. Service Credits: Calculation and application of service credits for failure to meet SLAs, including claim process

7. Support Services: Premium support arrangements, including dedicated support channels, response times, and escalation procedures

8. Customer Obligations: Customer responsibilities and prerequisites for service delivery

9. Fees and Payment: Premium service pricing, payment terms, and billing procedures

10. Data Protection: GDPR compliance measures, data processing terms, and security commitments

11. Confidentiality: Protection of confidential information and trade secrets

12. Liability and Insurance: Liability limitations, indemnification, and insurance requirements specific to premium services

13. Term and Termination: Contract duration, renewal terms, and termination provisions

14. General Provisions: Standard legal provisions including governing law, jurisdiction, and entire agreement

Optional Sections

1. Business Continuity: Additional provisions for disaster recovery and business continuity, recommended for critical services

2. Security Requirements: Specific security standards and certifications, necessary when handling sensitive data

3. Change Management: Procedures for service modifications and upgrades, important for dynamic services

4. Compliance and Audit: Regulatory compliance and audit rights, required for regulated industries

5. Personnel Requirements: Specific staffing commitments for premium support, relevant for high-touch services

6. Multi-language Provisions: Terms for dual-language contracts, needed when parties operate in different languages

Suggested Schedules

1. Schedule 1 - Service Specifications: Detailed technical specifications of services and performance metrics

2. Schedule 2 - Service Level Metrics: Specific measurement methodologies and reporting for SLA metrics

3. Schedule 3 - Premium Support Details: Detailed support procedures, contact information, and escalation paths

4. Schedule 4 - Fee Schedule: Detailed pricing structure, including premium service fees and optional services

5. Schedule 5 - Technical Requirements: Customer infrastructure and technical prerequisites

6. Schedule 6 - Data Processing Agreement: Detailed GDPR-compliant data processing terms and procedures

7. Appendix A - Service Credit Calculation: Detailed methodology for calculating service credits and penalties

8. Appendix B - Report Templates: Standard formats for service level reporting and performance measurements

Authors

Alex Denne

Head of Growth (Open Source Law) @ Genie AI | 3 x UCL-Certified in Contract Law & Drafting | 4+ Years Managing 1M+ Legal Documents | Serial Founder & Legal AI Author

alex.den.21@genieai.co

Relevant legal definitions

Agreed Service Hours
Available Time
Business Day
Business Hours
Confidential Information
Critical Incident
Customer Data
Dedicated Support Team
Downtime
Emergency Maintenance
Escalation Path
Force Majeure
Help Desk
Incident
Key Performance Indicators (KPIs)
Maintenance Window
Mean Time to Respond
Mean Time to Resolve
Measurement Period
Premium Support Hours
Priority Levels
Problem
Resolution Time
Response Time
Service
Service Credits
Service Level Agreement (SLA)
Service Level Failure
Service Level Objectives
Service Level Requirements
Service Level Targets
Service Provider Systems
Service Request
Scheduled Maintenance
Support Request
System
Technical Specifications
Unscheduled Downtime
Uptime
Uptime Percentage
Urgent Support
VIP Support Channel
Personal Data
Processing
Controller
Processor
Premium Service Features
Quality Standards
Root Cause Analysis
Service Dashboard
Status Page
Premium Response Times
Enhanced Support Package
Dedicated Account Manager
Priority Queue
Service Level Report
Recovery Point Objective
Recovery Time Objective
Service Improvement Plan
Premium Service Hours
Escalation Matrix

Clauses

Relevant Industries

Information Technology

Cloud Services

Telecommunications

Software Development

Managed Services

Healthcare Technology

Financial Services

E-commerce

Manufacturing

Critical Infrastructure

Relevant Teams

Legal

Information Technology

Operations

Procurement

Risk & Compliance

Service Delivery

Technical Support

Account Management

Contract Administration

Information Security

Relevant Roles

Chief Technology Officer

IT Director

Service Delivery Manager

Contract Manager

Legal Counsel

Procurement Manager

Operations Director

Technical Account Manager

Risk Manager

Compliance Officer

Service Level Manager

IT Operations Manager

Find the exact document you need

Performance Level Agreement

A German law-governed agreement establishing measurable performance standards for service delivery, including metrics, monitoring, and consequences for non-performance.

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Authors

Alex Denne

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