The Business Term SLA is a critical document used to establish and maintain clear service expectations between businesses operating under Belgian jurisdiction. This agreement is particularly relevant when companies engage external service providers for ongoing business services that require specific performance standards and measurements. The document addresses key aspects required under Belgian law and EU regulations, including service definitions, performance metrics, reporting requirements, and remediation procedures. It's especially important in today's business environment where service quality and reliability are crucial for business operations. The Business Term SLA provides legal protection for both parties while ensuring transparency in service delivery and measurement, incorporating Belgian-specific legal requirements and business practices.
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1. Parties: Identification and details of the service provider and service recipient
2. Background: Context of the agreement and business relationship between the parties
3. Definitions: Detailed definitions of technical and legal terms used throughout the agreement
4. Service Description: Detailed description of services to be provided, including scope and exclusions
5. Service Levels: Specific, measurable performance standards and metrics
6. Service Credits and Penalties: Compensation mechanism for failure to meet service levels
7. Monitoring and Reporting: Procedures for measuring and reporting service performance
8. Response and Resolution Times: Timeframes for addressing various categories of issues
9. Data Protection and Security: GDPR compliance measures and security requirements
10. Business Continuity and Disaster Recovery: Procedures for maintaining service during disruptions
11. Term and Termination: Duration of agreement and conditions for termination
12. Liability and Indemnification: Limitation of liability and indemnification obligations
13. Force Majeure: Circumstances excusing performance obligations
14. Governing Law and Jurisdiction: Specification of Belgian law application and dispute resolution
15. General Provisions: Standard legal clauses including notices, amendments, and assignment
1. Change Management: Procedures for requesting and implementing service changes - include when services are likely to evolve
2. Transition Services: Process for service implementation or transfer - include for complex service transitions
3. Customer Obligations: Customer responsibilities and prerequisites - include when significant customer cooperation is required
4. Subcontractors: Rules regarding use of subcontractors - include when subcontracting is contemplated
5. Intellectual Property Rights: IP ownership and licensing terms - include when services involve creation or use of IP
6. Exit Management: Procedures for service termination and transition - include for critical business services
7. Training and Support: Details of training and support services - include for complex technical services
8. Compliance and Audit Rights: Regulatory compliance and audit procedures - include for regulated services
1. Schedule 1 - Service Level Specifications: Detailed technical specifications of service levels and measurement methodologies
2. Schedule 2 - Pricing and Service Credits: Detailed pricing structure and service credit calculations
3. Schedule 3 - Support Services and Escalation Procedures: Detailed support processes and escalation matrices
4. Schedule 4 - Technical Requirements: Technical specifications and requirements for service delivery
5. Schedule 5 - Security Requirements: Detailed security protocols and requirements
6. Schedule 6 - Business Continuity Plan: Detailed business continuity and disaster recovery procedures
7. Appendix A - Contact Information: Key contacts and communication protocols
8. Appendix B - Service Report Templates: Standard formats for service performance reporting
Relevant legal definitions
Clauses
Relevant Industries
Information Technology
Telecommunications
Professional Services
Cloud Computing
Managed Services
Healthcare Technology
Financial Services
Manufacturing
Logistics and Supply Chain
Enterprise Software
Data Center Services
Business Process Outsourcing
Relevant Teams
Legal
Information Technology
Operations
Procurement
Service Delivery
Compliance
Risk Management
Vendor Management
Quality Assurance
Technical Support
Contract Administration
Business Operations
Relevant Roles
Chief Information Officer
IT Director
Service Delivery Manager
Operations Manager
Contract Manager
Procurement Manager
Legal Counsel
Compliance Officer
Technical Services Director
Account Manager
Service Level Manager
Quality Assurance Manager
Risk Manager
Business Relationship Manager
IT Infrastructure Manager
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