The Service Level Agreement (SLA) is a critical contract used to establish and maintain clear service expectations between service providers and their customers in the Netherlands. This document is essential when organizations require guaranteed service levels, particularly for IT services, cloud computing, or managed services. The SLA defines specific, measurable performance standards, response times, and availability commitments, along with consequences for not meeting these standards. Governed by Dutch law and compliant with EU regulations, it provides legal protection for both parties while ensuring service quality and accountability. The agreement is particularly important in scenarios involving critical business operations, data handling, or continuous service requirements, and should be regularly reviewed and updated to reflect changing service needs and technological capabilities.
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 service provider and customer, including registered addresses and company registration numbers
2. Background: Context of the agreement and brief description of the services to be provided
3. Definitions: Detailed definitions of technical terms, service metrics, and other key terminology used throughout the agreement
4. Service Description: Detailed description of the services covered by the agreement, including scope and limitations
5. Service Hours and Availability: Specified hours of service operation and guaranteed availability levels
6. Performance Metrics: Key Performance Indicators (KPIs) and specific metrics for measuring service quality
7. Response and Resolution Times: Guaranteed response times for different incident priorities and resolution timeframes
8. Service Support: Description of support services, including contact methods and escalation procedures
9. Monitoring and Reporting: Methods and frequency of service monitoring and performance reporting
10. Customer Responsibilities: Obligations and requirements of the customer to enable service delivery
11. Payment Terms: Pricing, payment schedule, and billing procedures
12. Service Credits: Compensation mechanism for service level failures
13. Term and Termination: Duration of the agreement and conditions for termination
14. Liability and Indemnification: Limitations of liability and indemnification provisions
15. Force Majeure: Circumstances under which service levels may not be met due to events beyond reasonable control
16. Governing Law and Jurisdiction: Specification of Dutch law as governing law and jurisdiction for disputes
17. Signatures: Execution block for authorized representatives of both parties
1. Data Protection and Privacy: Required when personal data processing is involved, detailing GDPR compliance measures
2. Disaster Recovery: Include when business continuity is critical, detailing recovery procedures and timelines
3. Security Requirements: Required for services involving sensitive data or systems, specifying security measures and protocols
4. Change Management: Include when service modifications need formal procedures and approval processes
5. Subcontractors: Required when third-party service providers may be involved in service delivery
6. Service Migration: Include when transition services at contract end need to be specified
7. Compliance and Audit: Required for regulated industries or when regular audits are necessary
8. Environmental Requirements: Include when environmental compliance or sustainability measures are relevant
1. Schedule 1: Service Level Metrics: Detailed technical specifications of service levels, including measurement methods and thresholds
2. Schedule 2: Price List: Detailed pricing structure, including base fees and additional service charges
3. Schedule 3: Support Procedures: Detailed support processes, contact information, and escalation procedures
4. Schedule 4: Technical Requirements: Specific technical requirements for service delivery and customer infrastructure
5. Schedule 5: Service Credits Calculation: Detailed methodology for calculating service credits for various types of service level failures
6. Appendix A: Incident Priority Definitions: Classification and definitions of different incident priority levels
7. Appendix B: Report Templates: Standard templates for service performance reports
8. Appendix C: Contact Matrix: List of key contacts and responsibilities for both parties
Relevant legal definitions
Clauses
Relevant Industries
Information Technology
Telecommunications
Financial Services
Healthcare
Manufacturing
Retail
Professional Services
Education
Government
Cloud Computing
E-commerce
Logistics
Energy
Media and Entertainment
Relevant Teams
Legal
Information Technology
Operations
Procurement
Compliance
Service Delivery
Infrastructure
Technical Support
Contract Management
Risk Management
Vendor Management
Business Operations
Quality Assurance
Relevant Roles
Chief Information Officer
IT Director
Service Delivery Manager
Contract Manager
Procurement Manager
Operations Director
Technical Service Manager
Legal Counsel
Compliance Officer
Account Manager
Project Manager
Infrastructure Manager
Chief Technology Officer
Service Operations Manager
Vendor Manager
Risk Manager
Business Relationship 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.
Download
SLA Request
A Dutch-law governed SLA Request document establishing service delivery standards and performance metrics between service provider and recipient.
Download
SLA Fulfillment
Dutch law-governed SLA Fulfillment agreement defining service levels, performance metrics, and delivery standards between provider and customer.
Download
SLA Administration
Dutch-law governed SLA Administration contract establishing service level management framework, performance metrics, and administrative procedures between service providers and clients.
Download
Default SLA
A Dutch law-governed Service Level Agreement defining service standards, performance metrics, and mutual obligations between service provider and customer.
Download
Basic SLA
A Dutch law-governed Basic Service Level Agreement defining service standards, performance metrics, and delivery terms between provider and customer.
Download
SLA Telecom
Dutch law-governed telecommunications Service Level Agreement defining service standards, performance metrics, and operational requirements for telecom services provision.
Download
SLA For Problem Management
Dutch-law governed SLA defining problem management services, responsibilities, and performance metrics for IT incident resolution.
Download
Missed SLA
A formal document under Dutch law addressing Service Level Agreement (SLA) breaches, outlining violation details, implications, and remediation measures.
Download
IT Service Desk SLA
Dutch-law governed IT Service Desk SLA defining service levels, performance metrics, and operational requirements for IT support services.
Download
Improved SLA
An enhanced Service Level Agreement under Dutch law establishing detailed service standards and performance metrics with improved accountability measures.
Download
Expected SLA
Dutch-law governed Service Level Agreement defining service standards, performance metrics, and mutual obligations between service provider and recipient.
Download
Agency SLA
Dutch-law governed agreement combining agency appointment with service level commitments between principal and commercial agent.
Download
SLA Production
A Dutch law-governed Service Level Agreement defining performance metrics and quality standards for production services in the Netherlands.
Download
SLA Delivery Time
A Dutch law-governed Service Level Agreement establishing delivery time commitments, performance metrics, and remedies for service delivery.
Download
Service Level Agreement For Schools
Dutch-law compliant Service Level Agreement template for educational institutions, covering service delivery, performance metrics, and data protection requirements.
Download
Tier 3 SLA
Dutch law-governed Tier 3 Service Level Agreement defining performance metrics and support requirements for non-critical IT services.
Download
SLA Uptime
Dutch-law governed Service Level Agreement (SLA) establishing uptime commitments and performance metrics for service availability, with associated remedies and reporting requirements.
Download
SLA Planning
A Dutch law-governed Service Level Agreement Planning document that establishes service delivery commitments and performance metrics between providers and clients.
Download
Sla (Healthcare)
Dutch healthcare service level agreement template compliant with Netherlands healthcare regulations and EU data protection laws.
Download
Server Level Agreement
Dutch-law governed Service Level Agreement defining service standards, performance metrics, and mutual obligations between service provider and customer.
Download
Normal SLA
A Dutch law-governed Service Level Agreement defining service standards, performance metrics, and remedies between service provider and customer.
Download
Cleaning Service Level Agreement
Dutch-law compliant service level agreement template for professional cleaning services, establishing service standards and operational requirements.
Download
SLA Warehouse
Dutch law-governed warehouse service level agreement defining performance metrics and operational standards for storage services.
Download
SLA Training
A Dutch law-governed agreement establishing service levels and quality standards for professional training services delivery.
Download
SLA Storage
Dutch-law governed Storage Service Level Agreement defining performance metrics, security requirements, and data protection measures for storage services.
Download
SLA Product Management
A Dutch law-governed Service Level Agreement defining terms and metrics for product management services, compliant with Netherlands jurisdiction requirements.
Download
SLA Level 1
A Dutch law-governed Service Level Agreement (SLA) Level 1 defining basic service standards and performance metrics between provider and customer.
Download
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.
Download
SLA Database
Dutch-law governed Service Level Agreement for database services, defining performance metrics and compliance requirements.
Download
SLA Audit
A Dutch law-governed document establishing procedures and requirements for conducting Service Level Agreement (SLA) audits.
Download
SLA Asset Management
Dutch-law governed Service Level Agreement for Asset Management services, defining performance standards and regulatory compliance requirements under Dutch financial regulations.
Download
SLA Account Management
Dutch-law governed Service Level Agreement template for account management services, including performance metrics and service standards.
Download
SLA 99.999 Downtime
Dutch law-governed Service Level Agreement guaranteeing 99.999% service availability with comprehensive technical and legal provisions.
Download
SLA 8x5
Dutch-law governed Service Level Agreement for 8x5 service delivery, defining performance metrics and operational parameters for standard business hours support.
Download
Shipping SLA
Dutch law-governed Service Level Agreement defining performance standards and operational requirements for shipping and logistics services in the Netherlands.
Download
Latency SLA
A Dutch law-governed Service Level Agreement specifying latency requirements, measurement methods, and remedies for network or application performance.
Download
Guaranteed SLA
A Dutch law-governed agreement establishing guaranteed service levels with specific performance metrics and remedies for breach.
Download
Security Level Agreement
Dutch law-governed agreement setting security requirements and service levels between parties, incorporating Dutch and EU security and data protection regulations.
Download
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.
Download
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)