The Application Availability SLA is essential for organizations requiring guaranteed performance levels for their business-critical applications. This document, governed by Belgian law and compliant with EU regulations, establishes the contractual framework for application availability commitments between service providers and their customers. It is typically used when organizations need to ensure specific uptime guarantees, response times, and service quality levels for their applications. The SLA includes detailed metrics for measuring availability, procedures for handling service disruptions, maintenance protocols, and compensation mechanisms through service credits. This type of agreement is particularly crucial in today's digital business environment where application reliability directly impacts business operations and customer satisfaction.
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1. Parties: Identification of the service provider and customer, including full legal names and registered addresses
2. Background: Context of the agreement and brief description of the services being provided
3. Definitions: Detailed definitions of technical terms, service levels, and other key concepts used throughout the agreement
4. Service Hours: Specified hours during which the application services will be provided and monitored
5. Availability Commitments: Detailed service level targets for application availability, including specific percentage guarantees
6. Measurement and Monitoring: Methods and tools used to measure and monitor application availability
7. Planned Maintenance: Procedures and notice requirements for scheduled maintenance activities
8. Incident Response: Response times and procedures for different severity levels of service interruptions
9. Service Credits: Calculation and application of service credits or other remedies for failure to meet SLA targets
10. Reporting: Frequency and content of service level performance reports
11. Force Majeure: Circumstances under which service level commitments may be suspended
12. Term and Termination: Duration of the SLA and conditions for termination
13. Governing Law and Jurisdiction: Specification of Belgian law as governing law and jurisdiction for disputes
1. Disaster Recovery: Required when the customer needs specific disaster recovery commitments beyond standard availability requirements
2. Security Requirements: Additional section when specific security measures need to be documented separately from technical specifications
3. Data Protection: Required when personal data processing is part of the application service
4. Third-Party Dependencies: Needed when the application relies on third-party services that may impact availability
5. Customer Obligations: Include when customer has specific responsibilities that affect service availability
6. Change Management: Required for applications requiring frequent changes or updates
7. Exit Management: Include when specific procedures are needed for service transition at agreement end
1. Technical Specifications: Detailed technical specifications of the application and infrastructure
2. Service Level Definitions: Detailed definitions and calculations of availability metrics
3. Service Credit Calculations: Detailed formulas and examples for service credit calculations
4. Incident Priority Matrix: Classification of incidents and corresponding response times
5. Contact Details: Contact information for key personnel and escalation procedures
6. Maintenance Windows: Scheduled maintenance windows and procedures
7. Reporting Templates: Standard formats for service level reports
8. Technical Support Procedures: Detailed procedures for requesting and receiving technical support
Relevant legal definitions
Clauses
Relevant Industries
Information Technology
Financial Services
Healthcare
E-commerce
Telecommunications
Manufacturing
Professional Services
Public Sector
Insurance
Banking
Retail
Logistics
Education
Relevant Teams
Legal
Information Technology
Operations
Service Delivery
Infrastructure
Development
Quality Assurance
Procurement
Compliance
Risk Management
Service Management
Technical Support
Contract Management
Relevant Roles
Chief Technology Officer
IT Director
Service Delivery Manager
Application Manager
Operations Manager
Technical Account Manager
Legal Counsel
Procurement Manager
Contract Manager
Infrastructure Manager
DevOps Engineer
Service Level Manager
Quality Assurance Manager
Risk Manager
Compliance Officer
IT Service Manager
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