Service Level Agreement Uptime Template for Denmark

1. Security Requirements: Specific security measures and compliance requirements, used when service involves sensitive data or systems

2. Disaster Recovery: Procedures for major service disruptions, included for critical services

3. Customer Responsibilities: Specific obligations of the customer, included when customer actions can impact service levels

4. Change Management: Procedures for implementing changes to the service, included for complex technical services

5. Service Level Reviews: Periodic review and adjustment of service levels, included for long-term or evolving services

6. Multi-location Services: Special provisions for services delivered across multiple locations or regions

7. Data Protection: Specific GDPR compliance measures, included when personal data is processed

8. Third-Party Dependencies: Management of external service dependencies, included when relevant to service delivery

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

2. Service Level Metrics: Detailed calculation methods and examples for service level measurements

3. Service Credit Calculation: Detailed formulas and examples for calculating service credits

4. Incident Priority Matrix: Classification of incidents and corresponding response times

5. Contact Details: List of key contacts and escalation paths for both parties

6. Reporting Templates: Standard formats for service level reports

7. Maintenance Windows: Agreed times for scheduled maintenance activities

8. Service Architecture: Technical diagrams and descriptions of service infrastructure