Basic SLA Template for Denmark

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Basic SLA

Document background

The Basic SLA serves as a foundational agreement for establishing service delivery standards and mutual obligations between service providers and their customers in Denmark. This document type is particularly relevant when organizations need to formalize service relationships while ensuring compliance with Danish law and EU regulations. The Basic SLA includes essential components such as performance metrics, service credit mechanisms, and reporting requirements, while remaining streamlined enough for standard service arrangements. It is designed to align with Danish contract law principles and incorporates necessary provisions for data protection under GDPR and the Danish Data Protection Act. This agreement type is commonly used for both domestic Danish service relationships and international services where Danish law is chosen as the governing law.

Suggested Sections

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

2. Background: Context of the agreement and brief description of the services to be provided

3. Definitions: Definitions of key terms used throughout the agreement, including technical terms and service-specific terminology

4. Service Description: Detailed description of the services to be provided, including scope and exclusions

5. Service Levels: Specific, measurable performance standards and metrics that the service provider commits to maintain

6. Service Credits and Penalties: Compensation mechanism for failure to meet agreed service levels

7. Monitoring and Reporting: Methods and frequency of service level measurement and reporting

8. Support and Response Times: Details of support services, including response and resolution times for different incident priorities

9. Customer Obligations: Requirements and responsibilities of the customer to enable service delivery

10. Data Protection and Security: Compliance with GDPR and Danish Data Protection Act, including data handling procedures

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

12. Liability and Indemnification: Limits of liability and indemnification obligations of both parties

13. Force Majeure: Circumstances under which parties are excused from performance obligations

14. Governing Law and Jurisdiction: Confirmation of Danish law application and jurisdiction for dispute resolution

Optional Sections

1. Change Management: Procedures for requesting and implementing changes to services or service levels, recommended for complex services or long-term agreements

2. Business Continuity: Disaster recovery and business continuity procedures, important for critical services

3. Intellectual Property Rights: IP ownership and licensing terms, necessary when service involves software or content creation

4. Exit Management: Procedures for service transition at contract end, important for complex or business-critical services

5. Subcontractors: Terms governing the use of subcontractors, relevant when service provider uses third parties

6. Compliance and Audit Rights: Rights to audit service provider's compliance, important for regulated industries

7. Insurance Requirements: Specific insurance coverage requirements, important for high-risk or high-value services

Suggested Schedules

1. Service Level Metrics: Detailed technical specifications of service level measurements and calculations

2. Pricing and Payment Schedule: Detailed pricing, payment terms, and service credit calculations

3. Technical Specifications: Detailed technical requirements and specifications for service delivery

4. Support Procedures: Detailed procedures for requesting support, including contact details and escalation paths

5. Data Processing Agreement: Detailed terms for personal data processing in compliance with GDPR

6. Business Continuity Plan: Detailed procedures for maintaining service in emergency situations

7. Service Hours and Contact Details: Operating hours, contact information, and escalation procedures

Authors

Relevant legal definitions

Agreement
Service Hours
Business Day
Customer
Service Provider
Services
Service Levels
Service Credits
Service Level Failure
Response Time
Resolution Time
Scheduled Maintenance
Emergency Maintenance
Force Majeure
Incident
Critical Incident
Major Incident
Minor Incident
Monthly Service Report
Performance Metrics
Service Availability
Downtime
Uptime
Support Services
Service Period
Measurement Period
Effective Date
Commencement Date
Initial Term
Renewal Period
Confidential Information
Customer Data
Personal Data
Data Protection Legislation
Authorized Representatives
Service Location
Business Hours
Out-of-Hours
Good Industry Practice
Intellectual Property Rights
Service Credits
Service Level Agreement
Support Desk
System
Technical Specifications
Maintenance Window
Root Cause Analysis
Escalation Procedure
Service Requests
Change Request

Clauses

Relevant Industries

Relevant Teams

Relevant Roles

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Authors

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