This Master Service Level Agreement template is designed for use in the Netherlands, establishing the primary contractual framework between service providers and their customers for the ongoing delivery of professional services. It incorporates essential elements required under Dutch law and EU regulations, including GDPR compliance provisions, while providing a flexible structure that can accommodate various service types and industry-specific requirements. The agreement is particularly suited for long-term service relationships where detailed service levels, performance metrics, and operational procedures need to be clearly defined and monitored. It includes comprehensive provisions for service delivery, performance measurement, pricing, governance, and risk allocation, with the ability to adapt to specific service requirements through accompanying schedules and statements of work.
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1. Parties: Identification and details of the contracting parties
2. Background: Context of the agreement and brief description of the parties' intentions
3. Definitions: Detailed definitions of terms used throughout the agreement
4. Services Scope: Overview of services to be provided and general service obligations
5. Service Levels: Core service level commitments and performance metrics
6. Performance Monitoring: Methods and processes for monitoring service delivery and performance
7. Customer Obligations: Responsibilities and obligations of the customer
8. Charges and Payment: Pricing, payment terms, invoicing, and related financial provisions
9. Intellectual Property Rights: Ownership and licensing of IP used or created in service delivery
10. Data Protection: GDPR compliance and data processing obligations
11. Confidentiality: Protection and handling of confidential information
12. Liability and Indemnities: Limitation of liability and indemnification provisions
13. Force Majeure: Provisions for handling events beyond reasonable control
14. Term and Termination: Duration, renewal, and termination provisions
15. General Provisions: Standard boilerplate clauses including governing law, notices, etc.
1. Change Management: Procedures for implementing changes to services or agreement terms - include when services are likely to evolve
2. Disaster Recovery: Recovery and business continuity provisions - essential for critical services
3. Security Requirements: Specific security obligations and standards - important for technology or data-intensive services
4. Personnel Requirements: Specific requirements for service provider staff - relevant when service quality depends on staff qualifications
5. Compliance and Audit Rights: Detailed compliance obligations and audit procedures - important for regulated industries
6. Insurance Requirements: Specific insurance obligations - relevant for high-risk services
7. Transition Services: Provisions for service transition at start and end - important for complex service arrangements
8. Sustainability Requirements: Environmental and sustainability obligations - relevant when aligned with corporate policies
1. Schedule 1 - Service Descriptions: Detailed technical and operational specifications of all services
2. Schedule 2 - Service Levels and KPIs: Detailed service level metrics, measurement methods, and reporting requirements
3. Schedule 3 - Charges: Detailed pricing, rate cards, and payment calculations
4. Schedule 4 - Service Credits: Calculation and application of service credits for performance failures
5. Schedule 5 - Governance and Reporting: Service management procedures, meetings, and reporting requirements
6. Schedule 6 - Security Requirements: Detailed security protocols and compliance requirements
7. Schedule 7 - Data Processing Agreement: GDPR-compliant data processing terms and requirements
8. Schedule 8 - Business Continuity Plan: Detailed disaster recovery and business continuity procedures
9. Appendix A - Authorized Subcontractors: List of approved subcontractors and their roles
10. Appendix B - Contact Details: Key contacts and escalation procedures
Relevant legal definitions
Clauses
Relevant Industries
Information Technology
Professional Services
Telecommunications
Financial Services
Healthcare
Manufacturing
Logistics
Business Process Outsourcing
Cloud Services
Consulting
Facilities Management
Software Development
Infrastructure Services
Relevant Teams
Legal
Procurement
Operations
Information Technology
Finance
Compliance
Risk Management
Commercial
Service Delivery
Account Management
Project Management
Technical Operations
Business Development
Vendor Management
Relevant Roles
Legal Counsel
Contract Manager
Procurement Manager
Service Delivery Manager
Operations Director
Chief Technology Officer
Commercial Director
Risk Manager
Compliance Officer
Account Manager
Project Manager
Service Operations Manager
Technical Account Manager
Chief Financial Officer
Business Development Manager
Vendor Manager
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