This Supplier Service Level Agreement (SLA) template is designed for use under Belgian law when establishing a formal service relationship between a supplier and customer. The SLA Supplier agreement is particularly relevant when providing ongoing services that require specific performance standards, measurement criteria, and service level commitments. It incorporates requirements from Belgian contract law, the Enterprise Code, and EU regulations including GDPR. The document typically includes detailed service descriptions, performance metrics, reporting requirements, support levels, and remedies for service failures. It's essential for businesses operating in Belgium that need to formalize their service delivery commitments while ensuring legal compliance and protecting both parties' interests.
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1. Parties: Identification and details of the service provider and customer
2. Background: Context of the agreement and brief description of the services to be provided
3. Definitions: Defined terms used throughout the agreement including technical terms, service metrics, and key concepts
4. Services Overview: High-level description of the services to be provided
5. Service Levels: Detailed performance metrics, measurement methods, and reporting requirements
6. Service Credits: Compensation mechanism for failure to meet service levels
7. Support Services: Description of support levels, response times, and escalation procedures
8. Customer Obligations: Requirements and responsibilities of the customer
9. Charges and Payment: Pricing, payment terms, and invoicing procedures
10. Term and Termination: Duration of agreement, renewal terms, and termination rights
11. Data Protection and Security: GDPR compliance measures and security requirements
12. Confidentiality: Protection of confidential information and trade secrets
13. Liability and Indemnification: Limitation of liability and indemnification obligations
14. Force Majeure: Circumstances excusing performance obligations
15. General Provisions: Standard legal clauses including governing law, notices, and amendment procedures
1. Transition Services: Required when service implementation involves complex transition from existing providers
2. Disaster Recovery: Needed for critical services requiring business continuity planning
3. Change Management: Include when services may require frequent modifications or updates
4. Regulatory Compliance: Required for regulated industries or services
5. Personnel Requirements: Include when specific qualifications or security clearances are needed
6. Intellectual Property Rights: Important when services involve creation or use of intellectual property
7. Environmental Requirements: Include for services with environmental impact or sustainability requirements
8. Insurance: Required when services involve significant risks or regulatory requirements
1. Service Description Schedule: Detailed technical specifications of services
2. Service Level Metrics Schedule: Specific performance targets and measurement criteria
3. Pricing Schedule: Detailed pricing structure, rates, and payment terms
4. Support Procedures Schedule: Detailed support processes and escalation procedures
5. Security Requirements Schedule: Specific security standards and protocols
6. Data Processing Agreement: GDPR-compliant data processing terms
7. Business Continuity Plan: Disaster recovery and service continuation procedures
8. Contact Details Schedule: Key personnel and communication channels
Relevant legal definitions
Clauses
Relevant Industries
Information Technology
Telecommunications
Cloud Services
Professional Services
Managed Services
Software Development
Infrastructure Services
Consulting
Data Center Services
Healthcare Technology
Financial Technology
Manufacturing
Relevant Teams
Legal
Information Technology
Procurement
Operations
Vendor Management
Service Delivery
Compliance
Risk Management
Commercial
Project Management
Relevant Roles
Chief Information Officer
IT Director
Procurement Manager
Contract Manager
Service Delivery Manager
Legal Counsel
Operations Director
Vendor Manager
Commercial Director
Chief Technology Officer
Project Manager
Account Manager
Compliance Officer
Risk Manager
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