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Service Level Agreement Uptime for Germany

Service Level Agreement Uptime Template for Germany

This document is a comprehensive Service Level Agreement (SLA) governed by German law, specifically designed to establish and maintain service uptime commitments between service providers and their customers. It incorporates requirements from the German Civil Code (BGB), Telemedia Act (TMG), and IT Security Act, while ensuring compliance with GDPR and BDSG where applicable. The agreement defines specific uptime guarantees, measurement methodologies, compensation mechanisms through service credits, and establishes clear procedures for service monitoring, reporting, and issue resolution.

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What is a Service Level Agreement Uptime?

In today's digital business environment, reliable service availability is crucial for business operations. This Service Level Agreement Uptime document is essential when establishing formal commitments for service availability between providers and customers in Germany. It's particularly relevant for digital services, cloud platforms, and critical business applications where system availability directly impacts business operations. The agreement operates under German jurisdiction, incorporating requirements from relevant legislation including the BGB, TMG, and IT Security Act. It provides detailed specifications for service availability targets, measurement methods, reporting requirements, and compensation mechanisms through service credits when service levels are not met. This document is fundamental for establishing clear expectations and accountability in service delivery relationships.

What sections should be included in a Service Level Agreement Uptime?

1. Parties: Identification of the service provider and customer, including full legal names, registration details, and addresses

2. Background: Context of the agreement, brief description of the services, and purpose of the SLA

3. Definitions: Detailed definitions of technical terms, including 'Uptime', 'Downtime', 'Scheduled Maintenance', 'Service Hours', 'Response Time', etc.

4. Service Availability Commitments: Specific uptime guarantees, measurement periods, and calculation methods

5. Service Level Measurements: Methods for measuring and monitoring service availability, including tools and reporting frequencies

6. Exclusions: Circumstances not counted as downtime, such as scheduled maintenance, force majeure events, or customer-caused issues

7. Response and Resolution Times: Timeline commitments for addressing different severity levels of service disruptions

8. Service Credits: Compensation structure for failing to meet SLA commitments, including calculation methods and claim procedures

9. Reporting and Review: Regular reporting requirements and periodic review processes

10. Term and Termination: Duration of the agreement and conditions for termination

11. General Provisions: Standard legal clauses including governing law, jurisdiction, and entire agreement provisions

What sections are optional to include in a Service Level Agreement Uptime?

1. Disaster Recovery: Details of disaster recovery procedures and commitments, recommended for critical services

2. Security Requirements: Specific security standards and commitments, important for services handling sensitive data

3. Data Protection: GDPR and BDSG compliance measures, required when personal data is processed

4. Service Maintenance Windows: Detailed maintenance scheduling and notification procedures, useful for services requiring regular maintenance

5. Customer Obligations: Specific customer responsibilities and requirements, important when service levels depend on customer actions

6. Escalation Procedures: Detailed escalation paths and contact information, recommended for complex service arrangements

What schedules should be included in a Service Level Agreement Uptime?

1. Service Definition: Detailed technical description of the services covered by the SLA

2. Service Level Metrics: Detailed breakdown of all service level metrics, measurement methods, and thresholds

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

4. Contact Matrix: List of key contacts and escalation paths for both parties

5. Technical Requirements: Specific technical requirements and configurations needed for service delivery

6. Incident Severity Levels: Definition and classification of different incident severity levels and corresponding response times

Authors

Alex Denne

Head of Growth (Open Source Law) @ Ƶ | 3 x UCL-Certified in Contract Law & Drafting | 4+ Years Managing 1M+ Legal Documents | Serial Founder & Legal AI Author

Jurisdiction

Germany

Publisher

Ƶ

Cost

Free to use
Relevant legal definitions








































Clauses






























Relevant Industries

Information Technology

Cloud Services

Telecommunications

E-commerce

Financial Services

Healthcare

Manufacturing

Software as a Service

Digital Infrastructure

Professional Services

Relevant Teams

Legal

Information Technology

Operations

Service Delivery

Infrastructure

Procurement

Compliance

Risk Management

Technical Support

Service Operations

Contract Management

Relevant Roles

Chief Technology Officer

IT Director

Service Delivery Manager

Operations Manager

Legal Counsel

Procurement Manager

Contract Manager

IT Infrastructure Manager

Cloud Services Manager

Technical Account Manager

Risk Manager

Compliance Officer

Service Operations Manager

Systems Administrator

Business Relationship Manager

Industries





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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