SLA Tier 3 Template for Germany

1. Hardware Requirements: Specific hardware requirements and specifications when the service involves dedicated hardware

2. Software License Terms: Software licensing terms and conditions when specific software is part of the service offering

3. Professional Services: Terms for additional professional services beyond standard support when required

4. Multi-vendor Management: Procedures for managing multiple vendor relationships when service delivery involves third-party providers

5. Custom Development: Terms for custom development or modifications when service customization is required

6. Training and Documentation: Requirements for user training and documentation when specified by the customer

7. Exit Management: Detailed exit procedures and transition assistance when required by the customer

1. Schedule 1: Technical Specifications: Detailed technical specifications of the service infrastructure and components

2. Schedule 2: Service Level Metrics: Comprehensive list of service level metrics, measurement methods, and reporting formats

3. Schedule 3: Support Procedures: Detailed support procedures, contact information, and escalation matrices

4. Schedule 4: Price Schedule: Detailed pricing information, including base fees, additional charges, and penalty calculations

5. Schedule 5: Security Standards: Detailed security requirements, compliance standards, and audit procedures

6. Schedule 6: Business Continuity Plan: Detailed business continuity and disaster recovery procedures

7. Appendix A: Incident Response Plan: Step-by-step procedures for handling various types of service incidents

8. Appendix B: Change Management Procedures: Procedures for implementing and managing service changes

9. Appendix C: Service Reports Template: Templates and formats for regular service performance reports