This High Availability SLA template is specifically designed for use in situations where organizations require guaranteed levels of service availability with minimal downtime. It is governed by Danish law and incorporates relevant EU regulations, making it suitable for both domestic and international service arrangements within the EU context. The document is typically used when establishing service agreements for critical systems, cloud services, or infrastructure where high availability is essential to business operations. It includes detailed provisions for service level measurement, reporting mechanisms, penalty structures, and remediation processes. The agreement is particularly relevant for services requiring 99.9% or higher availability commitments and includes specific provisions for maintenance windows, incident response times, and service credit calculations.
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Key Requirements PROMPT example:
High Availability SLA
I need a High Availability SLA for a cloud-based healthcare data platform that guarantees 99.99% uptime, includes GDPR compliance provisions, and has strict security requirements for handling sensitive medical data under Danish law.
1. Parties: Identification of the service provider and customer, including full legal names and registered addresses
2. Background: Context of the agreement and brief description of the services being provided
3. Definitions: Detailed definitions of technical terms, including availability metrics, downtime, maintenance windows, and other SLA-specific terminology
4. Service Levels: Detailed specification of the guaranteed availability levels, including percentage uptime commitments and calculation methods
5. Service Level Measurement: Methodology for measuring and monitoring service availability, including tools and reporting mechanisms
6. Service Credits and Penalties: Compensation structure for failure to meet SLA commitments, including calculation methods and claiming procedures
7. Excluded Events: Events and circumstances that are excluded from SLA calculations (force majeure, planned maintenance, etc.)
8. Problem Resolution and Escalation: Procedures for addressing service issues, including response times and escalation paths
9. Reporting and Review: Requirements for regular service level reporting and periodic review meetings
10. Term and Termination: Duration of the agreement and conditions for termination
11. General Provisions: Standard legal provisions including governing law, notices, and amendment procedures
1. Data Protection: Required when personal data processing is involved, detailing GDPR compliance measures
2. Security Requirements: Detailed security obligations when handling sensitive data or critical systems
3. Disaster Recovery: Specific procedures for disaster recovery when required by the nature of the service
4. Customer Obligations: Specific section on customer responsibilities when significant customer cooperation is required
5. Change Management: Detailed change management procedures for complex technical environments
6. Service Credits Cap: Specific limitations on service credits when needed for high-value contracts
7. Business Continuity: Required for critical services requiring detailed continuity planning
1. Schedule 1 - Service Description: Detailed technical specification of the services covered by the SLA
2. Schedule 2 - Service Level Metrics: Detailed metrics, formulas, and measurement methodologies for availability calculations
3. Schedule 3 - Service Credit Calculations: Detailed tables and calculations for service credit determination
4. Schedule 4 - Technical Support Services: Support level definitions, contact details, and escalation procedures
5. Schedule 5 - Incident Priority Levels: Definition of incident priority levels and associated response times
6. Schedule 6 - Reporting Requirements: Templates and specifications for regular service level reports
7. Schedule 7 - Contact Details: Key contacts and escalation paths for both parties
8. Appendix A - Technical Architecture: Overview of the technical infrastructure supporting the service
9. Appendix B - Change Request Template: Standard template for requesting and documenting service changes
Authors
Relevant legal definitions
Clauses
Relevant Industries
Information Technology
Financial Services
Healthcare
E-commerce
Telecommunications
Manufacturing
Energy and Utilities
Transportation and Logistics
Government Services
Media and Entertainment
Cloud Computing
Critical Infrastructure
Relevant Teams
Legal
Information Technology
Operations
Procurement
Risk and Compliance
Service Delivery
Infrastructure
Security
Vendor Management
Business Continuity
Technical Operations
Contract Management
Relevant Roles
Chief Technology Officer
IT Director
Service Delivery Manager
Legal Counsel
Procurement Manager
Infrastructure Manager
Operations Director
Cloud Services Manager
Technical Operations Manager
Contract Manager
Risk Manager
Compliance Officer
Service Level Manager
IT Security Manager
Business Continuity Manager
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