Service Level Agreement For Website Maintenance Template for Germany

1. Service Credits: System for credits or penalties for missing service levels, optional for more sophisticated SLAs

2. Disaster Recovery: Specific procedures for major system failures, recommended for business-critical websites

3. Intellectual Property Rights: Detailed IP provisions, needed if maintenance involves content creation or software development

4. Third-Party Services: Provisions regarding third-party tools or services, needed if external services are part of maintenance

5. Insurance Requirements: Specific insurance coverage requirements, typically for high-value or high-risk websites

6. Audit Rights: Client's rights to audit service provider's performance, typically for regulated industries

7. Personnel Requirements: Specific requirements for service provider's staff, relevant for security-sensitive clients

1. Schedule 1: Service Level Specifications: Detailed technical specifications of service levels, response times, and performance metrics

2. Schedule 2: Maintenance Services Detail: Comprehensive list of included maintenance services and their frequencies

3. Schedule 3: Fee Schedule: Detailed breakdown of fees, including standard and additional services

4. Schedule 4: Technical Requirements: Specific technical requirements and compatible technologies

5. Schedule 5: Escalation Procedures: Detailed procedures for different types of issues and escalation paths

6. Schedule 6: Report Templates: Templates for regular maintenance reports and performance monitoring

7. Appendix A: Contact Information: List of key contacts on both sides with roles and contact details

8. Appendix B: Security Protocols: Detailed security procedures and requirements