Service Level Agreement (SLA)

Availability, troubleshooting, maintenance, support, training, further development – many service providers do not precisely define the scope of these services.

This exposes the service provider to the customer’s expectations, which are sometimes justified, sometimes amateurish and unjustified, and which all too often state: “Everything, always, immediately, included in the price.”

Less obvious is that the service provider also makes things difficult for themselves. A lack of clear specifications inevitably leads to fluctuating, error-prone, and harder-to-calculate services.

The solution to these problems is a “Service Level Agreement”. The Service Level Agreement precisely defines the services to be provided and regulates necessary and unscheduled interruptions as well as their consequences. This makes the service predictable for both contracting parties.

Rechtsanwalt Peter Harlander Peter Harlander
Harlander & Partner Rechtsanwälte „Ich kenne die Anforderungen an ein SLA nicht nur aus meiner über 20-jährigen juristischen Tätigkeit, sondern auch aus der täglichen Praxis als Gesellschafter und Geschäftsführer von IT-Unternehmen.“

SLA Contents

Service Level Agreements (SLA) regulate, among other things, the following points:

A practical design of these points, adapted to the operational processes and capabilities of the service provider’s company, is absolutely necessary to avoid liabilities.