The SLA in Telecom document is essential for establishing clear, measurable service standards and performance metrics in telecommunications service delivery under German law. It is typically used when a telecommunications provider enters into a service agreement with a business customer requiring guaranteed service levels. The document encompasses critical elements such as service availability, network performance, response times, and problem resolution procedures, while ensuring compliance with German telecommunications regulations (TKG), data protection requirements (GDPR and BDSG), and consumer protection laws. This agreement is particularly important for businesses that rely heavily on telecommunications infrastructure and require specific service guarantees, as it provides legal recourse and financial remedies through service credits if service levels are not met.
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1. Parties: Identification of the telecommunications service provider and the customer, including full legal names and registered addresses
2. Background: Context of the agreement, brief description of the services being provided, and the purpose of the SLA
3. Definitions: Detailed definitions of technical terms, service metrics, and other key terminology used throughout the agreement
4. Service Description: Comprehensive description of the telecommunications services covered by the agreement
5. Service Levels: Detailed specifications of service level targets, including availability, performance metrics, and quality parameters
6. Performance Measurement: Methods and procedures for measuring and monitoring service performance
7. Service Credits: Calculation and application of service credits or other remedies for failure to meet service levels
8. Support Services: Description of support services, including help desk, maintenance, and problem resolution procedures
9. Response and Resolution Times: Specified timeframes for responding to and resolving different categories of issues
10. Customer Obligations: Customer responsibilities and requirements for enabling service delivery
11. Reporting: Requirements and procedures for service level reporting and performance reviews
12. Term and Termination: Duration of the agreement and conditions for termination
13. Force Majeure: Circumstances under which service levels may be suspended due to events beyond reasonable control
14. Governing Law and Jurisdiction: Specification of German law as governing law and jurisdiction for dispute resolution
1. Disaster Recovery: Procedures and responsibilities for service restoration in case of major incidents or disasters
2. Security Requirements: Additional security measures and compliance requirements for sensitive services
3. Data Protection: Specific data protection and privacy measures beyond standard requirements
4. Change Management: Procedures for implementing service or infrastructure changes
5. Service Migration: Procedures and responsibilities for service migration or transition
6. Regulatory Compliance: Additional compliance requirements for specific regulated services
7. Third-Party Services: Terms relating to integration or dependency on third-party services
8. Innovation and Technology Refresh: Terms for service upgrades and technology improvements
1. Schedule 1 - Technical Specifications: Detailed technical specifications of the services, including network parameters, protocols, and configurations
2. Schedule 2 - Service Level Metrics: Detailed breakdown of service level targets, measurement methods, and calculations
3. Schedule 3 - Service Credit Calculations: Detailed formulas and examples for calculating service credits
4. Schedule 4 - Escalation Matrix: Contact details and procedures for different levels of support escalation
5. Schedule 5 - Price Schedule: Pricing details, including base fees and any variable charges
6. Schedule 6 - Reporting Templates: Standard formats for service level reports and performance reviews
7. Appendix A - Network Diagram: Technical diagrams showing network architecture and service delivery infrastructure
8. Appendix B - Support Procedures: Detailed procedures for different types of support requests and incident handling
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