SLA Product Management Template for Germany

The SLA Product Management agreement is essential for businesses operating in Germany that require formal documentation of product management service standards and performance metrics. This document is typically used when establishing a professional relationship between a product management service provider and a client, or when implementing internal service standards within larger organizations. It provides comprehensive coverage of service levels, performance indicators, and accountability measures while ensuring compliance with German legal requirements, including the Bürgerliches Gesetzbuch (BGB) and EU regulations such as GDPR. The agreement is particularly crucial in technology-driven sectors where product management requires clear metrics, regular reporting, and defined service standards. It includes specific provisions for monitoring, measuring, and reporting on service performance, along with remedies for any breaches of agreed service levels.

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

2. Background: Context of the agreement, relationship between parties, and brief description of the product/service being managed

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

4. Service Description: Comprehensive description of the product management services being provided

5. Service Level Objectives: Specific, measurable performance targets and service levels that must be maintained

6. Performance Monitoring: Methods and procedures for monitoring and measuring service level performance

7. Reporting Requirements: Frequency, format, and content of performance reports and review meetings

8. Response and Resolution Times: Timeframes for responding to and resolving various types of issues or requests

9. Responsibilities: Detailed obligations of both parties, including customer responsibilities and provider commitments

10. Communication Procedures: Protocols for routine communications and escalation procedures

11. Data Protection and Security: Measures for ensuring GDPR compliance and data security requirements

12. Fees and Payment Terms: Pricing structure, payment schedules, and billing procedures

13. Service Credits and Penalties: Compensation mechanism for service level failures and calculation methods

14. Term and Termination: Duration of the agreement, renewal terms, and termination conditions

15. Governing Law and Jurisdiction: Confirmation of German law application and jurisdiction for dispute resolution