Service level agreements (SLAs)

Clear agreements regarding performance and service delivery

For companies that rely on external suppliers or IT services, a Service Level Agreement (SLA) is essential. An SLA specifies what performance a supplier must deliver, under which conditions, and what measures apply in case of deficiencies. This contract provides assurance for both the client and the contractor.

Why a service level agreement?

Entrepreneurs, SMEs, and large organizations often depend heavily on software, hosting, cloud solutions, or other essential services. Without clear agreements, you risk downtime, delays, or additional costs. With a well-drafted SLA, you gain control over the service delivery and know that there are agreements regarding performance, quality, and liability.

An SLA is not only a technical document but also a legal instrument that limits risks and helps prevent disputes.

What does an SLA regulate?

The content of a Service Level Agreement is tailored to the nature of the service and the interests of the parties. Important components include:

• Description of the service and performance criteria (uptime, response times, recovery periods)
• Service levels and measurement methods
• Compensations or penalties for not meeting agreed performances
• Escalation procedures and dispute resolution
• Liability and indemnification
• Duration and termination of the agreement
• Confidentiality and data security (linked to the GDPR)

Especially in IT contracts and outsourcing, it is crucial to formulate these agreements clearly. Ambiguity can lead to prolonged and costly conflicts.

Legal assistance with SLAs

Our office assists businesses, SMEs, and large organizations in drafting, reviewing, and negotiating Service Level Agreements. We ensure that your SLA is legally sound and aligns with the commercial reality of the collaboration.

Ensure certainty in your service delivery

Would you like to guarantee service quality and minimize risks? Have your SLA legally documented. Contact us for advice and tailor-made agreements that protect your interests and ensure stable collaboration with suppliers.