{"id":39592,"date":"2021-03-16T11:37:11","date_gmt":"2021-03-16T10:37:11","guid":{"rendered":"https:\/\/harlander-partner.eu\/sla-service-level-agreement\/"},"modified":"2025-11-24T20:04:02","modified_gmt":"2025-11-24T19:04:02","slug":"sla-service-level-agreement","status":"publish","type":"page","link":"https:\/\/harlander-partner.eu\/en\/general-terms-and-conditions-and-contracts\/sla-service-level-agreement\/","title":{"rendered":"SLA – Service Level Agreement"},"content":{"rendered":"\n

Service Level Agreement (SLA)<\/h2>\n\n

Availability, troubleshooting, maintenance, support, training, further development \u2013 many service providers do not precisely define the scope of these services.<\/p>\n\n

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.”<\/p>\n\n

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. <\/p>\n\n

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. <\/p>\n

\n \n \"Rechtsanwalt\n \n Peter Harlander
\n Harlander & Partner Rechtsanw\u00e4lte<\/span>\n <\/span>\n <\/a>\n \u201eIch kenne die Anforderungen an ein SLA nicht nur aus meiner \u00fcber 20-j\u00e4hrigen juristischen T\u00e4tigkeit, sondern auch aus der t\u00e4glichen Praxis als Gesellschafter und Gesch\u00e4ftsf\u00fchrer von IT-Unternehmen.\u201c<\/span>\n <\/div>\n\n

SLA Contents<\/h2>\n\n

Service Level Agreements (SLA) regulate, among other things, the following points:<\/p>\n\n

    \n
  • Objective<\/li>\n\n\n\n
  • Scope of Services<\/li>\n\n\n\n
  • Exclusions<\/li>\n\n\n\n
  • Contracting Parties<\/li>\n\n\n\n
  • Roles<\/li>\n\n\n\n
  • Responsibilities<\/li>\n\n\n\n
  • Definition of Service Quality<\/li>\n\n\n\n
  • Availability, Reliability, Maintainability<\/li>\n\n\n\n
  • Key Figures<\/li>\n\n\n\n
  • Upper \/ Lower Limits<\/li>\n\n\n\n
  • Error Classes<\/li>\n\n\n\n
  • Measurement Methods<\/li>\n\n\n\n
  • Reporting<\/li>\n\n\n\n
  • Response Times<\/li>\n\n\n\n
  • Security Measures<\/li>\n\n\n\n
  • Uptime<\/li>\n\n\n\n
  • Updates<\/li>\n\n\n\n
  • Upgrades<\/li>\n\n\n\n
  • Maintenance Intervals<\/li>\n\n\n\n
  • Maintenance Windows<\/li>\n\n\n\n
  • Unscheduled Maintenance<\/li>\n\n\n\n
  • Support Types<\/li>\n\n\n\n
  • Support Levels<\/li>\n\n\n\n
  • Permissions<\/li>\n\n\n\n
  • Communication Channels<\/li>\n\n\n\n
  • Ticketing Systems<\/li>\n\n\n\n
  • Languages<\/li>\n\n\n\n
  • Opening Hours<\/li>\n\n\n\n
  • Operational Closures<\/li>\n\n\n\n
  • Training<\/li>\n\n\n\n
  • Billing<\/li>\n\n\n\n
  • Term<\/li>\n\n\n\n
  • Termination<\/li>\n\n\n\n
  • Amendments<\/li>\n\n\n\n
  • Sanctions<\/li>\n\n\n\n
  • Bonuses<\/li>\n\n\n\n
  • Dispute Resolution<\/li>\n<\/ul>\n\n

    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.<\/p>\n","protected":false},"excerpt":{"rendered":"Service Level Agreement (SLA) Availability, troubleshooting, maintenance, support, training, further development \u2013 many service providers do not precisely define the scope of these services. This exposes the service provider to …","protected":false},"author":1,"featured_media":0,"parent":40471,"menu_order":34,"comment_status":"closed","ping_status":"open","template":"","meta":{"_acf_changed":false,"_uag_custom_page_level_css":"","footnotes":""},"categories":[341,331],"tags":[],"class_list":["post-39592","page","type-page","status-publish","hentry","category-contract-law","category-it-law"],"acf":[],"uagb_featured_image_src":{"full":false,"thumbnail":false,"medium":false,"medium_large":false,"large":false,"1536x1536":false,"2048x2048":false,"336x":false,"352x":false,"woocommerce_thumbnail":false,"woocommerce_single":false,"woocommerce_gallery_thumbnail":false,"yarpp-thumbnail":false},"uagb_author_info":{"display_name":"Peter Harlander","author_link":"https:\/\/harlander-partner.eu\/en\/author\/secondpromotion\/"},"uagb_comment_info":0,"uagb_excerpt":"Service Level Agreement (SLA) Availability, troubleshooting, maintenance, support, training, further development \u2013 many service providers do not precisely define the scope of these services. This exposes the service provider to ...","_links":{"self":[{"href":"https:\/\/harlander-partner.eu\/en\/wp-json\/wp\/v2\/pages\/39592","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/harlander-partner.eu\/en\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/harlander-partner.eu\/en\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/harlander-partner.eu\/en\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/harlander-partner.eu\/en\/wp-json\/wp\/v2\/comments?post=39592"}],"version-history":[{"count":0,"href":"https:\/\/harlander-partner.eu\/en\/wp-json\/wp\/v2\/pages\/39592\/revisions"}],"up":[{"embeddable":true,"href":"https:\/\/harlander-partner.eu\/en\/wp-json\/wp\/v2\/pages\/40471"}],"wp:attachment":[{"href":"https:\/\/harlander-partner.eu\/en\/wp-json\/wp\/v2\/media?parent=39592"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/harlander-partner.eu\/en\/wp-json\/wp\/v2\/categories?post=39592"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/harlander-partner.eu\/en\/wp-json\/wp\/v2\/tags?post=39592"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}