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Database Service Level Agreement
1. Parties: Identification of the service provider and customer, including full legal names and registration details
2. Background: Context of the agreement and brief description of the services to be provided
3. Definitions: Definitions of technical terms, service metrics, and other key terms used throughout the agreement
4. Service Description: Detailed description of the database services to be provided
5. Service Levels: Specific performance metrics, availability requirements, and response times
6. Data Protection and Security: GDPR compliance measures, security requirements, and data handling procedures
7. Performance Monitoring: Methods for measuring and reporting service performance
8. Support Services: Description of support levels, response times, and escalation procedures
9. Fees and Payment: Pricing structure, payment terms, and billing procedures
10. Term and Termination: Duration of agreement, renewal terms, and termination conditions
11. Liability and Indemnification: Limitations of liability, indemnification obligations, and insurance requirements
12. Force Majeure: Circumstances under which parties are excused from performance
13. Governing Law and Jurisdiction: Specification of Danish law as governing law and jurisdiction for disputes
1. Disaster Recovery: Detailed disaster recovery procedures - required for critical systems or when handling sensitive data
2. Data Migration: Procedures for initial data migration - needed when transitioning from existing systems
3. Multi-tenant Operations: Specific provisions for shared infrastructure - required for multi-tenant database services
4. Regulatory Compliance: Additional compliance requirements - needed for regulated industries (e.g., financial services, healthcare)
5. Third-Party Integration: Terms for integration with other services - needed when external integrations are part of the service
6. Custom Development: Terms for custom development services - required if service includes customization
7. Geographic Restrictions: Specific terms for data location and transfer - needed when data must remain in specific jurisdictions
1. Schedule 1 - Service Level Metrics: Detailed technical specifications of service levels, including calculation methods and measurement periods
2. Schedule 2 - Support Procedures: Detailed support procedures, contact information, and escalation matrices
3. Schedule 3 - Security Requirements: Detailed security specifications, including access controls, encryption requirements, and audit procedures
4. Schedule 4 - Pricing and Fee Structure: Detailed pricing information, including base fees, variable charges, and additional services
5. Schedule 5 - Technical Specifications: Detailed technical specifications of the database service, including infrastructure requirements
6. Appendix A - Data Processing Agreement: GDPR-compliant data processing terms and procedures
7. Appendix B - Business Continuity Plan: Detailed business continuity and disaster recovery procedures
8. Appendix C - Exit Plan Template: Template and procedures for service termination and transition
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