Under a PPU contract, the service provider owes the client, on average, 99% accessibility to the client`s web service. For 365 days, this corresponds to an accessibility of 361.35 days per year. If the web service is available in fewer days, there is an excess of the minimum IT service due, which is considered a gap and which causes consequences in the ALS. For example, a reduction in pay by a certain percentage up to a penalty. The Service Level Agreement (SLA) or the German Service Quality Agreement (DGV) refers to a contract between an IT service provider (Provider) that regulates in detail recurring IT services in terms of service level, response time and processing speed. The quality of service (level of service), which describes the agreed quality of service, is an important element in this regard. Service work usually takes place at the service provider`s headquarters. If the service work is not carried out as agreed, the contracting authority may claim contractual penalties. In this case, the client is not required to provide proof of actual damage, as the penalty is a lump sum compensation. In addition, a royalty exemption can be agreed.

B for the period during which the service was not or was not fully usable due to disruptions. . This discussion gives you much more information about how you need to organize your service to meet the requirements. You are thinking not only of technology, but also of processes, resources, support contracts and external service providers. In GVCs, as usual, liability is limited to premeditation and gross negligence. Of course, for this measure too, the problem is that it is a snapshot. There`s no doubt about it. However, this snapshot is much, much more useful for your customers than availability. So it`s worth thinking about the courtesy that time must take between two steps.

For example, the following priority classes may be agreed, the basic rule being given, for the classification of concrete disturbances, that the more critical the performance defect of the awarding entity, the more quickly the service provider must react. (Excerpts from the text were also published in the 2010 IT legal lexicon) Our list of questions will help you determine the availability required. The example should show you that it can be useful to disassemble a service and see the impact of a function failure. You can deduce how the service should be built, and you also have a hierarchy of individual incidents. The service level agreement should stipulate that the service provider must report to the contracting entity, not only in the event of an incident, but also at regular intervals, on whether performance disruptions have occurred and, if so, to what extent (reporting). These reports allow the adjudicating entity to monitor the performance of the service provider. It is rare for the client to be able to control reports on performance levels and disruptions when the service provider makes the reports themselves.