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.
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Key Requirements PROMPT example:
Basic SLA
I need a Basic SLA for providing IT helpdesk support services to a Danish retail company, with standard business hours coverage and monthly reporting requirements, to commence from March 1, 2025.
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
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
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
Clauses
Relevant Industries
Information Technology
Telecommunications
Cloud Services
Managed Services
Facilities Management
Professional Services
Healthcare Technology
Financial Services
Software Development
Infrastructure Services
Business Process Outsourcing
Data Center Services
Relevant Teams
Legal
Operations
Service Delivery
Procurement
Information Technology
Vendor Management
Commercial
Compliance
Customer Success
Technical Support
Account Management
Service Operations
Relevant Roles
Contract Manager
Service Delivery Manager
Operations Director
Legal Counsel
Procurement Manager
IT Manager
Vendor Manager
Commercial Director
Business Development Manager
Account Manager
Compliance Officer
Service Operations Manager
Technical Service Manager
Chief Information Officer
Chief Technology Officer
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