The Platform SLA is a critical document used to establish a legally binding framework for the delivery and maintenance of platform services under Belgian law. It becomes necessary when organizations implement or provide platform-based solutions that require defined service levels, performance metrics, and operational standards. The document addresses key aspects such as service availability, performance benchmarks, support responsibilities, and compliance with Belgian and EU regulations, including GDPR. It serves as both a technical and legal instrument, protecting the interests of both service providers and customers while ensuring clear accountability and service quality standards. This type of agreement is particularly important in the current digital economy where platform services form the backbone of many business operations.
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1. Parties: Identification of the platform provider and customer, including registered addresses and company details
2. Background: Context of the agreement and brief description of the platform service
3. Definitions: Definitions of technical terms, service metrics, and other key concepts used in the agreement
4. Service Description: Detailed description of the platform services, including scope and functionality
5. Service Levels: Core service level commitments, including availability, performance metrics, and measurement methods
6. Support Services: Description of support services, including helpdesk, maintenance, and incident response
7. Customer Obligations: Customer responsibilities and requirements for using the platform
8. Fees and Payment: Pricing, payment terms, and billing procedures
9. Data Protection and Security: GDPR compliance measures and security requirements
10. Intellectual Property Rights: IP ownership and licensing terms
11. Confidentiality: Confidentiality obligations and information handling requirements
12. Liability and Indemnification: Limitation of liability, warranties, and indemnification provisions
13. Term and Termination: Contract duration, renewal terms, and termination provisions
14. General Provisions: Standard legal provisions including governing law, notices, and dispute resolution
1. Disaster Recovery: Detailed disaster recovery and business continuity provisions, required for critical services
2. Change Management: Procedures for implementing changes to the platform or services, recommended for complex implementations
3. Service Credits: Financial compensation scheme for service level failures, optional but common in enterprise agreements
4. Audit Rights: Customer rights to audit platform provider's compliance and security measures, important for regulated industries
5. Third-Party Integration: Terms governing integration with third-party services, needed if platform interfaces with other services
6. Custom Development: Terms for custom development or modifications, required if platform customization is offered
1. Schedule 1 - Service Level Metrics: Detailed technical specifications of service level measurements and targets
2. Schedule 2 - Support Services Details: Detailed support procedures, escalation paths, and response time commitments
3. Schedule 3 - Security Requirements: Detailed security specifications and compliance requirements
4. Schedule 4 - Pricing and Fee Schedule: Detailed pricing information, including any variable fees or usage-based charges
5. Schedule 5 - Data Processing Agreement: GDPR-compliant data processing terms and specifications
6. Schedule 6 - Technical Requirements: Technical specifications for accessing and using the platform
7. Appendix A - Incident Response Procedures: Detailed procedures for handling and reporting service incidents
8. Appendix B - Service Credit Calculations: Detailed methodology for calculating service credits
Relevant legal definitions
Clauses
Relevant Industries
Technology
Financial Services
Healthcare
E-commerce
Manufacturing
Professional Services
Telecommunications
Retail
Education
Government Services
Insurance
Logistics
Relevant Teams
Legal
Information Technology
Procurement
Operations
Compliance
Information Security
Service Delivery
Risk Management
Vendor Management
Technical Operations
Platform Operations
Contract Management
Relevant Roles
Chief Technology Officer
IT Director
Legal Counsel
Procurement Manager
Service Delivery Manager
Operations Director
Compliance Officer
Information Security Manager
Contract Manager
Platform Manager
Technical Account Manager
Risk Manager
Digital Services Director
Cloud Services Manager
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