This Default SLA template is designed for use under Belgian jurisdiction when establishing formal service delivery arrangements between businesses. It serves as a comprehensive framework for defining service levels, performance metrics, and operational requirements while ensuring compliance with Belgian civil law and EU regulations. The document is particularly valuable when organizations need to establish clear, measurable service standards and accountability mechanisms. It includes essential provisions for service delivery, monitoring, reporting, and remedy mechanisms, along with specific considerations for data protection under GDPR. This Default SLA template incorporates best practices for B2B relationships under Belgian law and can be customized based on specific service requirements while maintaining its core legal framework.
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1. Parties: Identification and details of the service provider and service recipient, including registered addresses and company numbers
2. Background: Context of the agreement and brief description of the services to be provided
3. Definitions: Detailed definitions of technical terms, service metrics, and other key terms used throughout the agreement
4. Services Overview: High-level description of the services covered by the agreement
5. Service Levels: Detailed performance metrics, measurement methods, and reporting requirements
6. Service Credits and Penalties: Compensation mechanism for service level failures and calculation methods
7. Monitoring and Reporting: Procedures for monitoring service performance and regular 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 for service delivery
10. Responsibilities: Detailed obligations of both parties for service delivery and acceptance
11. Force Majeure: Circumstances under which parties are excused from performance obligations
12. Term and Termination: Duration of the agreement and conditions for termination
13. Governing Law and Jurisdiction: Confirmation of Belgian law application and jurisdiction for disputes
1. Disaster Recovery: Include when services are critical to business operations, detailing recovery procedures and timelines
2. Change Management: Include for complex services requiring formal processes for service modifications
3. Compliance Requirements: Include for regulated industries or when specific compliance certifications are required
4. Subcontractors: Include when service provider may use third-party providers
5. Insurance Requirements: Include for high-risk services or when specific insurance coverage is needed
6. Knowledge Transfer: Include when service transition or exit requires significant knowledge sharing
7. Environmental Requirements: Include when services have environmental impact or sustainability requirements
1. Schedule 1 - Service Specifications: Detailed technical specifications of services and delivery requirements
2. Schedule 2 - Service Level Metrics: Detailed performance metrics, calculation methods, and measurement periods
3. Schedule 3 - Pricing and Service Credits: Detailed pricing structure and service credit calculations
4. Schedule 4 - Support Procedures: Detailed support processes, escalation procedures, and contact information
5. Schedule 5 - Security Requirements: Detailed security protocols, standards, and compliance requirements
6. Schedule 6 - Data Processing Agreement: GDPR-compliant data processing terms and procedures
7. Schedule 7 - Business Continuity Plan: Detailed procedures for service continuity and disaster recovery
8. Appendix A - Technical Infrastructure: Documentation of technical infrastructure and dependencies
9. Appendix B - Reporting Templates: Standard templates for service level reporting and performance monitoring
Relevant legal definitions
Clauses
Relevant Industries
Information Technology
Telecommunications
Cloud Services
Managed Services
Professional Services
Financial Services
Healthcare
Manufacturing
Logistics
Business Process Outsourcing
Software Development
Data Center Services
Relevant Teams
Legal
Information Technology
Operations
Procurement
Compliance
Service Delivery
Quality Assurance
Risk Management
Vendor Management
Contract Administration
Technical Support
Customer Success
Data Protection
Relevant Roles
Chief Information Officer
IT Director
Service Delivery Manager
Operations Manager
Contract Manager
Procurement Manager
Legal Counsel
Compliance Officer
Technical Service Manager
Account Manager
Quality Assurance Manager
Risk Manager
Data Protection Officer
Business Relationship Manager
Vendor Manager
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