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SaaS Service Level Agreement

SaaS Service Level Agreement Template for Denmark

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SaaS Service Level Agreement

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Document background
This SaaS Service Level Agreement template is designed for use in the Danish market when establishing a formal commitment between a SaaS provider and their customers. It incorporates essential elements required under Danish law while addressing critical aspects of service delivery, performance metrics, and accountability measures. The document is particularly relevant for businesses providing or procuring cloud-based software solutions, requiring clear definition of service standards, support levels, and compliance with Danish and EU regulations, especially regarding data protection and privacy. This agreement type is fundamental for managing expectations, ensuring service quality, and providing clear remedies for service disruptions, while maintaining alignment with Danish legal frameworks and business practices.
Suggested Sections

1. Parties: Identification of the service provider and customer, including business registration details and authorized representatives

2. Background: Context of the agreement, brief description of the service, and the parties' intentions

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

4. Service Description: Detailed description of the SaaS service, including core functionalities and features

5. Service Levels: Specific, measurable performance metrics including availability, response time, and reliability commitments

6. Service Credits: Calculation and application of service credits or other remedies for failure to meet service levels

7. Support Services: Description of support levels, response times, and escalation procedures

8. Customer Obligations: Customer responsibilities, acceptable use policy, and cooperation requirements

9. Data Protection: GDPR compliance measures, data processing terms, and security commitments

10. Fees and Payment: Pricing structure, payment terms, and invoicing procedures

11. Term and Termination: Contract duration, renewal terms, and termination provisions

12. Intellectual Property: IP rights, licensing terms, and ownership of data

13. Confidentiality: Protection of confidential information and trade secrets

14. Limitation of Liability: Liability caps and exclusions in accordance with Danish law

15. Force Majeure: Events excusing performance and related procedures

16. Governing Law and Jurisdiction: Confirmation of Danish law application and dispute resolution procedures

Optional Sections

1. Professional Services: Include when additional implementation, configuration, or consulting services are offered

2. Service Level Tiers: Include when multiple service tiers with different SLAs are offered

3. Disaster Recovery: Include for critical services requiring specific disaster recovery commitments

4. Security Requirements: Include when specific security certifications or standards compliance is required

5. Change Management: Include when formal change control procedures are needed

6. Audit Rights: Include when customer requires rights to audit service provider's compliance

7. Sub-processors: Include when service provider uses sub-processors for service delivery

8. Export Control: Include when service involves international data transfers

9. Insurance Requirements: Include when specific insurance coverage needs to be maintained

10. Service Migration: Include when specific provisions for service transition or termination assistance are needed

Suggested Schedules

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

2. Support Services Description: Detailed support procedures, contact information, and escalation paths

3. Fee Schedule: Detailed pricing, including service credits calculation methodology

4. Technical Requirements: Customer infrastructure requirements and technical specifications

5. Security Policy: Detailed security measures, procedures, and compliance requirements

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

7. Acceptable Use Policy: Detailed rules and restrictions for service usage

8. Business Continuity Plan: Disaster recovery and business continuity procedures

9. Service Architecture: Technical architecture and infrastructure description

10. Exit Plan: Detailed procedures for service termination and data return

Authors

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Relevant legal definitions
Agreement
Service
Service Levels
Service Credits
Availability
Scheduled Maintenance
Emergency Maintenance
Response Time
Resolution Time
Support Hours
Business Day
Business Hours
Incident
Critical Incident
Major Incident
Minor Incident
System
Platform
User
Authorized User
Administrator
Customer Data
Personal Data
Processing
Data Controller
Data Processor
Sub-processor
Service Provider
Documentation
Intellectual Property Rights
Confidential Information
Force Majeure
Service Fees
Subscription Term
Initial Term
Renewal Term
Service Window
Uptime
Downtime
Maintenance Window
Service Component
Integration
API
Authentication
Authorization
Backup
Recovery Point Objective
Recovery Time Objective
Security Breach
Service Level Failure
Support Request
Technical Contact
Third-Party Services
Update
Upgrade
Version
Vulnerability
Working Day
Help Desk
Dashboard
Measurement Period
Monthly Availability Percentage
Performance Metrics
Quality Standards
Root Cause Analysis
Service Level Report
Service Management
Subscription
Support Level
Support Services
System Requirements
Test Environment
Production Environment
User Access
Incident Priority
Reportable Incident
Service Credit Period
Service Improvement Plan
Service Interface
Compliance Requirements
Clauses
Service Levels
Performance Metrics
Service Credits
Support Services
Maintenance
Data Protection
Security Requirements
Service Availability
Disaster Recovery
Business Continuity
Payment Terms
Subscription Terms
User Access Rights
Acceptable Use
Service Monitoring
Change Management
Incident Response
Reporting
Audit Rights
Intellectual Property
Confidentiality
Data Processing
Sub-processing
Liability
Indemnification
Force Majeure
Termination
Exit Management
Dispute Resolution
Governing Law
Assignment
Notice
Entire Agreement
Severability
Amendments
Compliance
Insurance
Service Scope
Technical Requirements
Integration Requirements
Migration Services
Implementation
Training
Documentation
Backup and Recovery
Emergency Support
Escalation Procedures
Relevant Industries
Relevant Teams
Relevant Roles
Industries
General Data Protection Regulation (GDPR): EU regulation on data protection and privacy, which is directly applicable in Denmark. Critical for SaaS services handling personal data, requiring specific clauses on data processing, security measures, and data subject rights.
Danish Contracts Act (Aftaleloven): Fundamental law governing contract formation, validity, and enforcement in Denmark. Provides the legal framework for the SLA's basic contractual elements.
Danish Act on Processing of Personal Data (Databeskyttelsesloven): National law supplementing GDPR in Denmark, providing specific requirements for data processing and security measures.
Danish Marketing Practices Act (Markedsføringsloven): Regulates marketing practices and commercial communications, relevant for service descriptions and performance promises in the SLA.
Danish E-Commerce Act (E-handelsloven): Implements EU E-Commerce Directive, governing online service provision and electronic contracts.
Danish Payment Services Act (Betalingsloven): Relevant if the SaaS service includes payment processing, setting requirements for payment handling and security.
Danish Act on Electronic Communications Networks and Services: Regulates electronic communications services and networks, relevant for service availability and technical requirements.
Danish Sale of Goods Act (Købeloven): While primarily for goods, certain principles may apply to service contracts, particularly regarding quality and delivery standards.
Teams

Employer, Employee, Start Date, Job Title, Department, Location, Probationary Period, Notice Period, Salary, Overtime, Vacation Pay, Statutory Holidays, Benefits, Bonus, Expenses, Working Hours, Rest Breaks,  Leaves of Absence, Confidentiality, Intellectual Property, Non-Solicitation, Non-Competition, Code of Conduct, Termination,  Severance Pay, Governing Law, Entire Agreemen

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