This Monthly SLA template is designed for use in the Netherlands, complying with Dutch contract law and EU regulations. It is particularly suitable for ongoing service relationships requiring regular (monthly) performance monitoring and assessment. The document provides a comprehensive framework for defining service delivery standards, measurement criteria, and consequences of non-performance. It includes essential elements required under Dutch law while incorporating best practices for service level management. The Monthly SLA is typically used when parties need to establish clear, quantifiable service standards with monthly review cycles, making it particularly relevant for technology services, managed services, and professional services arrangements. The document addresses key aspects such as service definitions, performance metrics, reporting requirements, remedial actions, and compliance with Dutch and EU regulatory requirements, including data protection under GDPR where applicable.
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1. Parties: Identification and details of the service provider and customer, including registered addresses and company details
2. Background: Context of the agreement and brief description of the services to be provided
3. Definitions: Definitions of key terms used throughout the agreement
4. Service Description: Detailed description of the services to be provided under the agreement
5. Service Levels: Specific, measurable performance standards that the service provider commits to meet
6. Performance Monitoring: Methods and frequency of measuring and reporting service level performance
7. Service Credits: Calculation and application of credits or financial adjustments for service level failures
8. Support Services: Description of support services, including hours of operation and response times
9. Customer Obligations: Requirements and responsibilities of the customer
10. Charges and Payment: Fee structure, payment terms, and invoicing arrangements
11. Term and Termination: Duration of the agreement and conditions for termination
12. Data Protection: GDPR compliance measures and data handling requirements
13. Confidentiality: Protection and handling of confidential information
14. Liability and Indemnities: Limitations of liability and indemnification provisions
15. Force Majeure: Provisions for handling events beyond reasonable control
16. General Provisions: Standard legal provisions including governing law, notices, and assignment
1. Change Management: Procedures for requesting and implementing changes to services or service levels - include if services are likely to evolve
2. Disaster Recovery: Disaster recovery and business continuity procedures - include for critical services
3. Security Requirements: Specific security measures and compliance requirements - include for services involving sensitive data or systems
4. Audit Rights: Customer's rights to audit service provider's performance and compliance - include for regulated industries
5. Personnel Requirements: Specific requirements for service provider's personnel - include if service quality depends on specific qualifications
6. Exit Management: Procedures for service transition at contract end - include for complex services with transition requirements
7. Intellectual Property Rights: Specific IP provisions - include if services involve creation or use of intellectual property
8. Insurance Requirements: Specific insurance coverage requirements - include for high-risk services
1. Schedule 1 - Service Definitions: Detailed technical specifications of the services
2. Schedule 2 - Service Level Specifications: Detailed metrics, measurement methods, and targets for each service level
3. Schedule 3 - Charging Structure: Detailed breakdown of fees, charges, and calculation methods
4. Schedule 4 - Support Procedures: Detailed support processes, escalation procedures, and contact information
5. Schedule 5 - Service Credits Calculation: Detailed methods for calculating service credits and examples
6. Schedule 6 - Data Processing Agreement: GDPR-compliant data processing terms and procedures
7. Schedule 7 - Technical Requirements: Customer's technical requirements and specifications
8. Appendix A - Incident Management Procedures: Detailed procedures for handling and resolving service incidents
9. Appendix B - Report Templates: Templates for regular service level reporting
Relevant legal definitions
Clauses
Relevant Industries
Information Technology
Software Development
Cloud Computing
Telecommunications
Managed Services
Professional Services
Financial Services
Healthcare Technology
E-commerce
Data Center Services
Business Process Outsourcing
Digital Infrastructure
Enterprise Software
Network Services
Consulting Services
Relevant Teams
Legal
Procurement
Information Technology
Service Delivery
Operations
Compliance
Risk Management
Contract Management
Account Management
Quality Assurance
Technical Support
Service Operations
Vendor Management
Business Operations
Information Security
Relevant Roles
IT Director
Service Delivery Manager
Contract Manager
Operations Director
Chief Technology Officer
Procurement Manager
Legal Counsel
Compliance Officer
Account Manager
Service Operations Manager
Quality Assurance Manager
Technical Services Director
Business Relationship Manager
Vendor Manager
Risk Manager
Chief Information Officer
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