This Standard Uptime SLA template is designed for use in Danish-governed service arrangements where specific system availability and performance commitments are crucial to the business relationship. The document is typically implemented alongside a master services agreement or as a standalone agreement for technology service delivery. It provides a comprehensive framework for defining, measuring, and managing service levels, with specific focus on system uptime and availability metrics. The Standard Uptime SLA includes detailed provisions for service credit calculations, reporting requirements, and governance mechanisms, all aligned with Danish legal requirements and market practices. It's particularly relevant for cloud services, hosting arrangements, and managed services where system availability is a critical performance indicator. The document incorporates flexibility to accommodate various technical environments while maintaining legal compliance with Danish contract law and relevant regulatory requirements.
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Key Requirements PROMPT example:
Standard Uptime SLA
I need a Standard Uptime SLA for our cloud-based payment processing service that guarantees 99.99% availability, includes strict security requirements, and provides significant service credits for any downtime, as we're launching in Denmark by March 2025.
1. Parties: Identification of the service provider and customer, including their full legal names, registration numbers, and addresses
2. Background: Context of the agreement, reference to any master services agreement if applicable, and the purpose of the SLA
3. Definitions: Detailed definitions of technical terms, service metrics, and other key concepts used throughout the agreement
4. Service Levels: Specific commitments regarding service availability, performance metrics, and response times
5. Measurement and Monitoring: Methods and tools used to measure service levels, including monitoring procedures and reporting frequencies
6. Service Credits: Calculation and application of service credits or other remedies for failure to meet service levels
7. Exclusions: Circumstances under which service level commitments do not apply, including planned maintenance and force majeure events
8. Reporting: Requirements for regular service level reporting, including format, frequency, and content
9. Governance: Procedures for review meetings, escalation processes, and amendment of service levels
10. Term and Termination: Duration of the SLA and conditions for termination
1. Data Processing Terms: Required if the service involves processing of personal data under GDPR
2. Security Requirements: Detailed security obligations, recommended for services involving sensitive data or critical systems
3. Disaster Recovery: Specific commitments regarding service recovery in case of major incidents, relevant for business-critical services
4. Performance Incentives: Positive incentives for exceeding service levels, optional alternative to penalty-only approaches
5. Multi-vendor Provisions: Required when service delivery involves multiple vendors requiring coordination
1. Service Level Metrics: Detailed technical specifications of all service level metrics and their measurement methods
2. Service Credit Calculations: Detailed formulas and examples for calculating service credits
3. Reporting Ƶ: Standard formats for service level reports and monitoring documentation
4. Technical Architecture: Overview of the technical infrastructure relevant to service delivery and monitoring
5. Escalation Matrix: Contact details and procedures for different levels of escalation
6. Maintenance Windows: Scheduled maintenance periods and notification procedures
Authors
Relevant legal definitions
Clauses
Relevant Industries
Information Technology
Telecommunications
Financial Services
Healthcare
E-commerce
Cloud Services
Manufacturing
Logistics
Professional Services
Public Sector
Relevant Teams
Legal
Information Technology
Procurement
Operations
Service Delivery
Vendor Management
Technical Operations
Cloud Infrastructure
Performance Management
Commercial
Relevant Roles
Chief Technology Officer
IT Director
Service Delivery Manager
Contract Manager
Procurement Manager
Technical Operations Manager
Legal Counsel
Vendor Manager
Systems Administrator
Cloud Architecture Manager
IT Operations Manager
Commercial Director
Service Level Manager
Performance Analytics Manager
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