The Service Level Agreement For IT Support is a critical document used to establish a clear framework for the provision of IT support services in Belgium. It is particularly relevant when organizations need to outsource their IT support functions or formalize internal IT service delivery arrangements. The agreement encompasses essential elements required under Belgian law and EU regulations, including GDPR compliance, cybersecurity requirements, and electronic communications regulations. This document typically includes detailed service descriptions, performance metrics, response times, security protocols, and data protection measures. It's designed to protect both service providers and clients while ensuring clear accountability and service quality standards in the Belgian business context.
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1. Parties: Identification of the service provider and customer, including registered addresses and company details
2. Background: Context of the agreement and brief description of the parties' business relationship
3. Definitions: Definitions of technical terms, service-related terminology, and other key concepts used in the agreement
4. Service Description: Detailed description of IT support services to be provided, including scope and limitations
5. Service Hours and Response Times: Specification of service availability, response times for different priority levels, and out-of-hours support
6. Service Level Metrics: Quantifiable measurements of service performance, including availability, resolution times, and quality indicators
7. Provider Obligations: Responsibilities and commitments of the IT support provider
8. Customer Obligations: Customer responsibilities, including access provision and cooperation requirements
9. Data Protection and Security: GDPR compliance measures and security protocols for handling customer data and systems
10. Reporting and Review: Requirements for service performance reporting and periodic review meetings
11. Charges and Payment: Fee structure, payment terms, and billing procedures
12. Term and Termination: Duration of the agreement, renewal terms, and termination provisions
13. Liability and Indemnification: Limitations of liability and indemnification obligations of both parties
14. Force Majeure: Provisions for handling events beyond reasonable control
15. General Provisions: Standard legal clauses including governing law, notices, and entire agreement
1. Change Management: Procedures for requesting and implementing changes to services or service levels - include when service modifications are likely
2. Disaster Recovery: Specific procedures for system recovery and business continuity - include for critical systems support
3. Third-Party Providers: Management of relationships with third-party service providers - include when subcontractors are involved
4. Training and Knowledge Transfer: Provisions for training customer staff - include when knowledge transfer is part of the service
5. Intellectual Property Rights: Provisions regarding IP ownership and licenses - include when custom solutions are developed
6. Non-Solicitation: Restrictions on hiring each other's employees - include for long-term strategic relationships
7. Environmental Compliance: Green IT and sustainability commitments - include when environmental compliance is a requirement
1. Schedule 1: Service Definitions: Detailed definitions of each service component and support level
2. Schedule 2: Service Level Targets: Specific metrics and KPIs for measuring service performance
3. Schedule 3: Rate Card: Detailed pricing for different service levels and additional services
4. Schedule 4: Escalation Matrix: Contact details and procedures for issue escalation
5. Schedule 5: Technical Requirements: Minimum technical specifications and requirements for service delivery
6. Schedule 6: Security Protocols: Detailed security procedures and requirements
7. Appendix A: Incident Priority Levels: Definitions and response times for different incident priorities
8. Appendix B: Report Templates: Standard formats for service performance reporting
Relevant legal definitions
Clauses
Relevant Industries
Information Technology
Financial Services
Healthcare
Manufacturing
Retail
Professional Services
Education
Telecommunications
Government and Public Sector
Logistics and Transportation
Energy and Utilities
Relevant Teams
Information Technology
Legal
Procurement
Operations
Compliance
Risk Management
Information Security
Service Delivery
Technical Support
Contract Management
Vendor Management
Relevant Roles
Chief Information Officer
IT Director
Service Delivery Manager
IT Operations Manager
Legal Counsel
Procurement Manager
Contract Manager
Chief Technology Officer
IT Support Manager
Service Level Manager
Compliance Officer
Risk Manager
Information Security Manager
Operations Director
Technical Support Lead
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