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.
Your data doesn't train Genie's AI
You keep IP ownership of your information
Thank you! Your submission has been received!
Oops! Something went wrong while submitting the form.
OR
Let Ƶ's market-leading legal AI identify missing terms, unusual language, compliance issues and more - in just seconds.
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
Find the exact document you need
Sla (Retail)
Dutch-law governed Service Level Agreement for retail operations, defining service standards and performance metrics between providers and retail customers.
find out more
SLA Request
A Dutch-law governed SLA Request document establishing service delivery standards and performance metrics between service provider and recipient.
find out more
SLA Fulfillment
Dutch law-governed SLA Fulfillment agreement defining service levels, performance metrics, and delivery standards between provider and customer.
find out more
SLA Administration
Dutch-law governed SLA Administration contract establishing service level management framework, performance metrics, and administrative procedures between service providers and clients.
find out more
Default SLA
A Dutch law-governed Service Level Agreement defining service standards, performance metrics, and mutual obligations between service provider and customer.
find out more
Basic SLA
A Dutch law-governed Basic Service Level Agreement defining service standards, performance metrics, and delivery terms between provider and customer.
find out more
SLA Telecom
Dutch law-governed telecommunications Service Level Agreement defining service standards, performance metrics, and operational requirements for telecom services provision.
find out more
SLA For Problem Management
Dutch-law governed SLA defining problem management services, responsibilities, and performance metrics for IT incident resolution.
find out more
Missed SLA
A formal document under Dutch law addressing Service Level Agreement (SLA) breaches, outlining violation details, implications, and remediation measures.
find out more
IT Service Desk SLA
Dutch-law governed IT Service Desk SLA defining service levels, performance metrics, and operational requirements for IT support services.
find out more
Improved SLA
An enhanced Service Level Agreement under Dutch law establishing detailed service standards and performance metrics with improved accountability measures.
find out more
Expected SLA
Dutch-law governed Service Level Agreement defining service standards, performance metrics, and mutual obligations between service provider and recipient.
find out more
Agency SLA
Dutch-law governed agreement combining agency appointment with service level commitments between principal and commercial agent.
find out more
SLA Production
A Dutch law-governed Service Level Agreement defining performance metrics and quality standards for production services in the Netherlands.
find out more
SLA Delivery Time
A Dutch law-governed Service Level Agreement establishing delivery time commitments, performance metrics, and remedies for service delivery.
find out more
Service Level Agreement For Schools
Dutch-law compliant Service Level Agreement template for educational institutions, covering service delivery, performance metrics, and data protection requirements.
find out more
Tier 3 SLA
Dutch law-governed Tier 3 Service Level Agreement defining performance metrics and support requirements for non-critical IT services.
find out more
SLA Uptime
Dutch-law governed Service Level Agreement (SLA) establishing uptime commitments and performance metrics for service availability, with associated remedies and reporting requirements.
find out more
SLA Planning
A Dutch law-governed Service Level Agreement Planning document that establishes service delivery commitments and performance metrics between providers and clients.
find out more
Sla (Healthcare)
Dutch healthcare service level agreement template compliant with Netherlands healthcare regulations and EU data protection laws.
find out more
Server Level Agreement
Dutch-law governed Service Level Agreement defining service standards, performance metrics, and mutual obligations between service provider and customer.
find out more
Normal SLA
A Dutch law-governed Service Level Agreement defining service standards, performance metrics, and remedies between service provider and customer.
find out more
Cleaning Service Level Agreement
Dutch-law compliant service level agreement template for professional cleaning services, establishing service standards and operational requirements.
find out more
SLA Warehouse
Dutch law-governed warehouse service level agreement defining performance metrics and operational standards for storage services.
find out more
SLA Training
A Dutch law-governed agreement establishing service levels and quality standards for professional training services delivery.
find out more
SLA Storage
Dutch-law governed Storage Service Level Agreement defining performance metrics, security requirements, and data protection measures for storage services.
find out more
SLA Product Management
A Dutch law-governed Service Level Agreement defining terms and metrics for product management services, compliant with Netherlands jurisdiction requirements.
find out more
SLA Level 1
A Dutch law-governed Service Level Agreement (SLA) Level 1 defining basic service standards and performance metrics between provider and customer.
find out more
SLA Employee
A Dutch-law governed Service Level Agreement that sets performance standards and service expectations for employees while ensuring compliance with Netherlands employment regulations.
find out more
SLA Database
Dutch-law governed Service Level Agreement for database services, defining performance metrics and compliance requirements.
find out more
SLA Audit
A Dutch law-governed document establishing procedures and requirements for conducting Service Level Agreement (SLA) audits.
find out more
SLA Asset Management
Dutch-law governed Service Level Agreement for Asset Management services, defining performance standards and regulatory compliance requirements under Dutch financial regulations.
find out more
SLA Account Management
Dutch-law governed Service Level Agreement template for account management services, including performance metrics and service standards.
find out more
SLA 99.999 Downtime
Dutch law-governed Service Level Agreement guaranteeing 99.999% service availability with comprehensive technical and legal provisions.
find out more
SLA 8x5
Dutch-law governed Service Level Agreement for 8x5 service delivery, defining performance metrics and operational parameters for standard business hours support.
find out more
Shipping SLA
Dutch law-governed Service Level Agreement defining performance standards and operational requirements for shipping and logistics services in the Netherlands.
find out more
Latency SLA
A Dutch law-governed Service Level Agreement specifying latency requirements, measurement methods, and remedies for network or application performance.
find out more
Guaranteed SLA
A Dutch law-governed agreement establishing guaranteed service levels with specific performance metrics and remedies for breach.
find out more
Security Level Agreement
Dutch law-governed agreement setting security requirements and service levels between parties, incorporating Dutch and EU security and data protection regulations.
find out more
Quality SLA
A Dutch law-governed agreement defining quality standards and performance metrics for service delivery, with specific service levels and remedies for non-compliance.
find out more
ұԾ’s Security Promise
Genie is the safest place to draft. Here’s how we prioritise your privacy and security.
Your documents are private:
We do not train on your data; ұԾ’s AI improves independently
All data stored on Genie is private to your organisation
Your documents are protected:
Your documents are protected by ultra-secure 256-bit encryption
We are ISO27001 certified, so your data is secure
Organizational security:
You retain IP ownership of your documents and their information
You have full control over your data and who gets to see it
.png)