This SLA Supplier Agreement template is designed for use in the Danish market where organizations need to establish clear, measurable service levels with their suppliers. The document is particularly relevant when businesses require formal service commitments, performance metrics, and remedy mechanisms from their service providers. It incorporates Danish legal requirements and business practices, ensuring compliance with local contract law and EU regulations, particularly regarding data protection and service provision. The agreement is structured to provide comprehensive coverage of service definitions, performance standards, monitoring procedures, and remedies for service failures, making it suitable for both straightforward and complex service arrangements. The SLA Supplier Agreement template is especially valuable for technology services, outsourcing arrangements, and other professional services where measurable performance standards are crucial for business operations.
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Key Requirements PROMPT example:
SLA Supplier Agreement
I need an SLA Supplier Agreement for a cloud-based data storage service provider in Denmark, with particular emphasis on GDPR compliance and data security measures, to be implemented by March 2025 for our healthcare technology division.
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1. Parties: Identification and details of the service provider and customer, including company registration numbers (CVR numbers in Denmark)
2. Background: Context of the agreement and brief description of the services to be provided
3. Definitions: Detailed definitions of technical terms, service metrics, and other key terms used throughout the agreement
4. Services Overview: High-level description of the services covered by the SLA
5. Service Levels and Performance Metrics: Detailed specification of service levels, KPIs, and measurement methodologies
6. Service Availability and Response Times: Specific commitments regarding service availability, response times, and resolution times
7. Monitoring and Reporting: Procedures for monitoring service levels and generating performance reports
8. Service Credits and Penalties: Calculation and application of service credits or other remedies for failure to meet service levels
9. Support and Maintenance: Details of support services, maintenance windows, and related procedures
10. Data Protection and Security: Obligations regarding data protection, security measures, and GDPR compliance
11. Charges and Payment: Pricing, payment terms, and invoicing procedures
12. Term and Termination: Duration of the agreement, renewal terms, and termination provisions
13. Liability and Indemnification: Scope of liability, limitations, and indemnification obligations
14. Force Majeure: Circumstances constituting force majeure and related procedures
15. Governing Law and Jurisdiction: Confirmation of Danish law as governing law and jurisdiction for disputes
1. Change Management: Procedures for requesting and implementing changes to services or service levels, recommended for complex service arrangements
2. Business Continuity and Disaster Recovery: Detailed procedures for ensuring service continuity, necessary for critical services
3. Intellectual Property Rights: Provisions regarding IP ownership and licenses, important when services involve software or creative works
4. Exit Management: Procedures for service transition upon termination, important for complex or critical services
5. Subcontractors: Rules and obligations regarding the use of subcontractors, relevant when supplier may need to subcontract
6. Environmental Compliance: Environmental obligations and sustainability requirements, relevant for services with environmental impact
7. Insurance Requirements: Specific insurance obligations, important for high-risk or high-value services
8. Security Clearance: Requirements for personnel security clearance, necessary for sensitive services or government contracts
1. Schedule 1 - Service Descriptions: Detailed technical specifications of each service component
2. Schedule 2 - Service Level Specifications: Detailed metrics, measurement methods, and reporting requirements
3. Schedule 3 - Pricing and Charging Model: Detailed pricing structure, including any variable components
4. Schedule 4 - Contact Details and Escalation Procedures: Key contacts and detailed escalation procedures
5. Schedule 5 - Technical Requirements: Specific technical requirements and standards to be met
6. Schedule 6 - Service Reports Template: Templates for regular service performance reports
7. Schedule 7 - Data Processing Agreement: GDPR-compliant data processing terms and procedures
8. Appendix A - Change Request Form: Standard form for requesting service or SLA changes
9. Appendix B - Service Credit Calculation: Detailed methodology for calculating service credits
Authors
Relevant legal definitions
Clauses
Relevant Industries
Information Technology
Telecommunications
Cloud Services
Managed Services
Professional Services
Healthcare Technology
Financial Services
Manufacturing
Logistics and Supply Chain
Utilities
Facilities Management
Business Process Outsourcing
Software Development
Data Center Services
Security Services
Relevant Teams
Legal
Procurement
Information Technology
Operations
Compliance
Risk Management
Vendor Management
Service Delivery
Information Security
Technical Services
Commercial
Contract Management
Relevant Roles
Chief Technology Officer
Procurement Manager
Contract Manager
Service Delivery Manager
Legal Counsel
IT Director
Operations Manager
Vendor Manager
Compliance Officer
Risk Manager
Business Relationship Manager
Technical Services Director
Chief Information Officer
Commercial Manager
Project Manager
Information Security Manager
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