This Data SLAs template is designed for use in the German market where organizations need to establish clear, measurable standards for data-related services while ensuring compliance with both EU and German data protection laws. The document is particularly relevant when establishing or formalizing data processing, storage, or management services between parties. It includes detailed service level metrics, GDPR and BDSG compliance requirements, security standards, and remedy mechanisms. The agreement is structured to align with German legal requirements while maintaining practical business utility, making it suitable for both domestic German operations and international businesses operating under German jurisdiction. This template should be used whenever a formal agreement is needed to define and measure the quality, availability, and performance of data-related services.
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1. Parties: Identification and details of the service provider and customer, including registered addresses and registration numbers
2. Background: Context of the agreement, relationship between parties, and purpose of the SLA
3. Definitions: Detailed definitions of technical terms, service metrics, and key concepts used throughout the agreement
4. Service Description: Detailed description of the data services being provided, including scope and limitations
5. Service Level Metrics: Specific, measurable performance indicators including availability, response times, and data processing speeds
6. Data Protection and Security: GDPR and BDSG compliance measures, security protocols, and data handling procedures
7. Monitoring and Reporting: Methods and frequency of service level measurement and reporting
8. Response and Resolution Times: Timeframes for addressing various categories of issues and incidents
9. Service Credits and Penalties: Compensation mechanism for service level failures
10. Force Majeure: Circumstances under which service level commitments may be excused
11. Term and Termination: Duration of the agreement and conditions for termination
12. Governing Law and Jurisdiction: Confirmation of German law application and jurisdiction
1. Data Processing Agreement: Required when the service provider acts as a data processor under GDPR
2. Business Continuity: Include for critical services requiring disaster recovery and business continuity measures
3. Third-Party Service Providers: Include when subcontractors or third-party services are involved in service delivery
4. Industry-Specific Compliance: Include when services are provided to regulated industries (e.g., healthcare, finance)
5. Data Migration: Include when services involve initial data migration or end-of-contract data transfer
6. Training and Support: Include when service includes user training or specialized support services
1. Schedule 1 - Service Level Metrics Detail: Detailed technical specifications of all service level metrics and measurement methodologies
2. Schedule 2 - Service Credit Calculation: Detailed formulas and examples for calculating service credits
3. Schedule 3 - Technical Requirements: Technical specifications, system requirements, and integration requirements
4. Schedule 4 - Security Standards: Detailed security protocols, standards, and compliance requirements
5. Schedule 5 - Escalation Procedures: Contact details and procedures for different levels of escalation
6. Appendix A - Report Templates: Templates for regular service level reporting
7. Appendix B - Data Processing Details: Detailed information about data types, processing purposes, and security measures as required by GDPR
Authors
Relevant legal definitions
Clauses
Relevant Industries
Information Technology
Cloud Services
Financial Services
Healthcare
Manufacturing
E-commerce
Telecommunications
Professional Services
Insurance
Public Sector
Relevant Teams
Legal
Information Technology
Compliance
Information Security
Risk Management
Operations
Service Delivery
Data Protection
Vendor Management
Technical Operations
Privacy
Relevant Roles
Chief Information Officer
Data Protection Officer
IT Director
Legal Counsel
Compliance Manager
Service Delivery Manager
IT Operations Manager
Chief Technology Officer
Information Security Manager
Contract Manager
Risk Manager
Technical Account Manager
Chief Data Officer
Privacy Officer
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