SLA 8x5 Template for Germany

1. Business Continuity: Required when services are business-critical, detailing disaster recovery and continuity measures

2. Training and Documentation: Include when service requires customer training or extensive documentation

3. Transition Services: Required when complex service implementation or exit transition needs to be detailed

4. Compliance Requirements: Include for regulated industries or when specific compliance requirements apply

5. Subcontractors: Include when service provider will use subcontractors

6. Insurance: Include when specific insurance requirements need to be detailed

7. Service Credits: Include when financial penalties for missing service levels are required

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

2. Schedule 2 - Service Level Metrics: Detailed metrics, calculations, and measurement methods

3. Schedule 3 - Fee Schedule: Detailed pricing, payment terms, and rate cards

4. Schedule 4 - Escalation Matrix: Contact details and escalation procedures

5. Schedule 5 - Technical Requirements: Customer technical requirements and specifications

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

7. Schedule 7 - Support Procedures: Detailed support processes and procedures

8. Appendix A - Service Hours Calendar: Annual calendar showing business days, holidays, and coverage hours