This Master Service Level Agreement template is designed for use in service relationships governed by Belgian law, where parties require a robust framework for ongoing service delivery. It is particularly suitable for complex service arrangements where detailed performance metrics and service levels need to be defined and monitored. The agreement incorporates requirements from the Belgian Civil Code, Code of Economic Law, and EU regulations including GDPR, making it compliant with both national and European legal frameworks. It typically serves as an umbrella agreement under which specific services can be added through statements of work, while maintaining consistent governance, liability, and operational frameworks. This type of agreement is essential when establishing long-term service relationships that require clear performance standards, risk allocation, and governance structures.
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1. Parties: Identification and details of the contracting parties, including registered addresses and company registration numbers
2. Background: Context of the agreement and brief description of the parties' business relationship
3. Definitions: Detailed definitions of terms used throughout the agreement
4. Scope of Services: Overview of services covered by the agreement and general service delivery principles
5. Service Levels: Detailed performance standards, metrics, and measurement methodologies
6. Performance Monitoring: Procedures for monitoring and reporting on service levels
7. Service Credits: Calculation and application of credits for service level failures
8. Customer Obligations: Responsibilities and obligations of the customer
9. Provider Obligations: Responsibilities and obligations of the service provider
10. Personnel: Requirements regarding staff, qualifications, and key personnel
11. Charges and Payment: Pricing, payment terms, invoicing, and related financial provisions
12. Data Protection: GDPR compliance and data protection obligations
13. Confidentiality: Protection and handling of confidential information
14. Intellectual Property: IP rights, ownership, and licenses
15. Liability and Insurance: Limitation of liability, indemnities, and insurance requirements
16. Term and Termination: Duration, renewal, and termination provisions
17. Force Majeure: Handling of events beyond parties' reasonable control
18. Dispute Resolution: Procedures for resolving disputes
19. General Provisions: Miscellaneous legal provisions including notices, assignment, and governing law
1. Change Management: Procedures for requesting and implementing changes to services - include when services are likely to evolve
2. Disaster Recovery: Recovery procedures and business continuity - include for critical services
3. Security Requirements: Specific security protocols and requirements - include for IT or sensitive data services
4. Transition Services: Provisions for service transition at start and end - include for complex service arrangements
5. Compliance and Audit: Regulatory compliance and audit rights - include for regulated industries
6. Environmental Requirements: Environmental standards and obligations - include for services with environmental impact
7. Subcontracting: Rules and approvals for subcontracting - include when subcontracting is likely
8. Service Location: Requirements regarding service delivery locations - include for location-sensitive services
9. Training: Training obligations and requirements - include for services requiring customer staff training
10. Innovation and Continuous Improvement: Provisions for service enhancement - include for long-term strategic relationships
1. Service Description Schedule: Detailed description of each service, including technical specifications
2. Service Level Metrics: Detailed service level targets, measurement methods, and reporting requirements
3. Pricing Schedule: Detailed pricing, rate cards, and payment terms
4. Key Personnel: List of key personnel from both parties and their roles
5. Technical Requirements: Detailed technical specifications and requirements
6. Security Policies: Detailed security protocols and requirements
7. Data Processing Agreement: Detailed GDPR-compliant data processing terms
8. Transition Plan: Detailed transition in/out procedures and timelines
9. Change Control Procedure: Detailed process for managing changes to services
10. Business Continuity Plan: Detailed disaster recovery and business continuity procedures
11. Approved Subcontractors: List of approved subcontractors and their roles
12. Service Reports: Templates and requirements for service reporting
Relevant legal definitions
Clauses
Relevant Industries
Information Technology
Telecommunications
Professional Services
Facilities Management
Business Process Outsourcing
Cloud Services
Manufacturing
Healthcare
Financial Services
Logistics and Supply Chain
Energy and Utilities
Consulting Services
Relevant Teams
Legal
Procurement
Operations
Information Technology
Compliance
Risk Management
Finance
Commercial
Service Delivery
Account Management
Project Management
Technical Operations
Vendor Management
Relevant Roles
Chief Executive Officer
Chief Operating Officer
Chief Information Officer
Chief Technology Officer
Head of Legal
Commercial Director
Procurement Manager
Service Delivery Manager
Operations Director
Contract Manager
Legal Counsel
Risk Manager
Compliance Officer
Account Executive
Project Manager
Technical Director
Chief Financial Officer
Vendor Management Officer
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