This Corporate Level SLA template is specifically designed for use in Belgian jurisdiction, addressing the need for comprehensive service management in enterprise environments. It serves as a master agreement for establishing service standards, performance metrics, and accountability measures across corporate entities. The document is particularly relevant when implementing group-wide service standards, requiring alignment with both Belgian national law and EU regulations, especially concerning data protection and business practices. A Corporate Level SLA of this nature typically includes detailed service specifications, KPIs, reporting requirements, governance structures, and compliance measures, making it suitable for complex corporate arrangements where service consistency and quality assurance are paramount across multiple business units or geographical locations.
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1. Parties: Identification of service provider and customer, including registered addresses and company details
2. Background: Context of the agreement and relationship between parties
3. Definitions: Detailed definitions of technical terms, service metrics, and key concepts used in the agreement
4. Service Description: Detailed description of services covered under the agreement
5. Service Levels: Specific performance metrics, KPIs, and measurement methodologies
6. Service Credits: Compensation mechanism for service level failures
7. Monitoring and Reporting: Procedures for monitoring service levels and reporting requirements
8. Support and Maintenance: Details of support services, maintenance windows, and response times
9. Data Protection and Security: GDPR compliance measures and security requirements
10. Charges and Payment: Pricing, payment terms, and invoicing procedures
11. Term and Termination: Duration of agreement and termination provisions
12. Liability and Indemnification: Limitation of liability and indemnification obligations
13. Force Majeure: Circumstances excusing performance obligations
14. Governing Law and Jurisdiction: Belgian law provisions and jurisdiction for disputes
15. General Provisions: Standard boilerplate clauses including notices, assignment, and entire agreement
1. Disaster Recovery: Required for critical services, detailing business continuity and disaster recovery procedures
2. Change Management: Include when services may require significant modifications during the term
3. Transition Services: Necessary when complex service implementation or exit procedures are required
4. Compliance with Industry Standards: Include for regulated industries or specific certification requirements
5. Intellectual Property Rights: Required when services involve software, patents, or other IP
6. Personnel and Subcontractors: Include when specific personnel requirements or subcontractor usage needs regulation
7. Environmental Requirements: Include for services with environmental impact or sustainability requirements
8. Insurance: Required for high-risk services or when specific insurance coverage is needed
1. Schedule 1 - Service Level Specifications: Detailed technical specifications of service levels and KPIs
2. Schedule 2 - Service Credit Calculations: Detailed methodology for calculating service credits
3. Schedule 3 - Support Services: Detailed support procedures, escalation matrix, and contact information
4. Schedule 4 - Pricing and Charges: Detailed pricing structure, rates, and payment terms
5. Schedule 5 - Security Requirements: Specific security protocols and requirements
6. Schedule 6 - Data Processing Agreement: GDPR-compliant data processing terms and procedures
7. Schedule 7 - Technical Infrastructure: Description of technical infrastructure and requirements
8. Appendix A - Service Reports Template: Standard format for service level reporting
9. Appendix B - Escalation Procedures: Detailed escalation procedures and contact information
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