The Improved SLA is designed for use in business relationships where standard service level agreements need to be enhanced with more robust performance metrics, detailed monitoring mechanisms, and stronger accountability measures. This document type is particularly relevant when parties require a more sophisticated approach to service delivery management under Belgian jurisdiction. It incorporates comprehensive service definitions, enhanced performance metrics, detailed reporting requirements, and specific remedies for service level breaches. The agreement ensures compliance with Belgian contract law and relevant EU regulations, particularly in areas such as data protection and electronic commerce. The Improved SLA is especially suitable for critical services where service quality and reliability are paramount, and where parties need clear, enforceable mechanisms for managing service delivery and resolving performance issues.
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1. Parties: Identification and details of the service provider and customer, 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. Service Description: Detailed description of services covered by the SLA, including scope and exclusions
5. Service Levels: Specific, measurable performance metrics and standards that the service provider commits to meet
6. Service Credits and Penalties: Financial or other remedies for failure to meet service levels, including calculation methods
7. Monitoring and Reporting: Procedures for measuring, monitoring, and reporting on service levels, including reporting frequency and format
8. Support and Response Times: Support service hours, response times for different incident priorities, and escalation procedures
9. Customer Obligations: Requirements and responsibilities of the customer to enable service delivery
10. Change Management: Procedures for requesting, approving, and implementing changes to services or service levels
11. Data Protection and Security: Obligations regarding data protection, security measures, and compliance with GDPR and Belgian data protection laws
12. Term and Termination: Duration of the agreement, renewal terms, and termination rights
13. General Provisions: Standard legal provisions including governing law, jurisdiction, and dispute resolution
1. Business Continuity and Disaster Recovery: Procedures and commitments for maintaining service in emergency situations, recommended for critical services
2. Transition and Exit: Procedures for service transition at start and end of the agreement, important for complex or critical services
3. Subcontractors: Terms governing the use and management of subcontractors, needed if subcontractors will be used
4. Insurance Requirements: Specific insurance coverage requirements, recommended for high-value or high-risk services
5. Intellectual Property Rights: Provisions regarding ownership and use of IP, important for services involving software or content creation
6. Environmental Requirements: Environmental standards and commitments, relevant for services with environmental impact
7. Security Clearance: Requirements for personnel security clearance, necessary for sensitive or regulated services
8. Regulatory Compliance: Specific regulatory requirements, needed for regulated industries or services
1. Schedule 1 - Service Definitions: Detailed technical specifications of each service component
2. Schedule 2 - Service Level Metrics: Detailed description of each service level metric, measurement methods, and targets
3. Schedule 3 - Pricing and Service Credits: Detailed pricing structure and service credit calculations
4. Schedule 4 - Support Procedures: Detailed support processes, contact information, and escalation procedures
5. Schedule 5 - Technical Requirements: Technical specifications and requirements for service delivery
6. Schedule 6 - Security Requirements: Detailed security protocols and requirements
7. Schedule 7 - Report Templates: Templates for various reports required under the agreement
8. Appendix A - Contact Details: Key contacts for both parties including roles and responsibilities
9. Appendix B - Change Request Form: Standard form for requesting and documenting service changes
Relevant legal definitions
Clauses
Relevant Industries
Information Technology
Telecommunications
Cloud Services
Managed Services
Professional Services
Healthcare Technology
Financial Services
Manufacturing
Logistics
Data Center Operations
Software Development
Business Process Outsourcing
Relevant Teams
Legal
Information Technology
Operations
Procurement
Compliance
Service Delivery
Quality Assurance
Risk Management
Commercial
Technical Support
Project Management
Vendor Management
Relevant Roles
Chief Information Officer
IT Director
Service Delivery Manager
Operations Manager
Procurement Manager
Contract Manager
Legal Counsel
Compliance Officer
Technical Account Manager
Quality Assurance Manager
Project Manager
Risk Manager
Commercial Director
Chief Technology Officer
Vendor Manager
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