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This Cloud Service Level Agreement template is designed for use in the Danish market, complying with both Danish and EU regulatory requirements. It is essential for organizations providing or procuring cloud services, establishing clear performance metrics, service standards, and compliance obligations. The document addresses critical aspects such as data protection under GDPR, service availability commitments, support levels, and remedy mechanisms through service credits. It should be used when establishing new cloud service relationships or updating existing agreements to ensure compliance with current Danish legal requirements and industry standards. The agreement is particularly important for services handling sensitive data or providing business-critical functions, as it sets clear expectations and legal protections for both service providers and customers.

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 cloud service, and general purpose of the agreement

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

4. Service Description: Overview of the cloud services being provided, including basic functionality and service components

5. Service Levels: Detailed service level commitments, including availability, performance metrics, and measurement methodologies

6. Support Services: Description of support services, response times, and escalation procedures

7. Customer Obligations: Customer responsibilities, acceptable use policies, and requirements for accessing the service

8. Data Protection and Security: GDPR compliance measures, data processing terms, security requirements, and data handling procedures

9. Fees and Payment: Pricing, payment terms, invoicing procedures, and any service credit mechanisms

10. Term and Termination: Agreement duration, renewal terms, termination rights, and exit procedures

11. Intellectual Property: IP rights allocation, licensing terms, and restrictions on service use

12. Confidentiality: Protection of confidential information, permitted uses, and disclosure restrictions

13. Liability and Indemnification: Limitation of liability, warranty disclaimers, and indemnification obligations

14. Force Majeure: Circumstances excusing performance and related procedures

15. General Provisions: Standard legal provisions including governing law, dispute resolution, and contract interpretation rules