Servicevereinbarung
A Servicevereinbarung is a contractual agreement between a service provider and a customer that defines the services to be provided, the expectations for quality and performance, and the responsibilities of both parties. It sets out what is delivered, to what standard, and how performance will be assessed and compensated.
In practice, a Servicevereinbarung is often part of a larger contract or a standalone document used in
Typical content includes: the scope of services; service levels or performance targets (such as availability, response
Measurement and governance describe how targets are tracked and reported, often with automated monitoring, and how
A well-crafted Servicevereinbarung aims to align expectations, reduce disputes, and provide clear mechanisms for managing service