This Application SLA template is designed for use in the Belgian market, providing a comprehensive framework for defining and managing service levels in software application delivery. It is particularly relevant when establishing a formal agreement between application service providers and their customers, ensuring clear performance metrics, support standards, and remedial measures. The document incorporates requirements from Belgian contract law, EU data protection regulations, and industry standards, making it suitable for both B2B and B2C relationships. The Application SLA covers essential aspects including service availability, performance monitoring, support levels, security requirements, and service credits, while allowing for customization based on specific application requirements and business needs. It's structured to provide both technical and legal certainty while maintaining flexibility for various application service scenarios.
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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 application service
3. Definitions: Detailed definitions of technical terms, metrics, and key concepts used in the SLA
4. Service Description: Detailed description of the application service being provided
5. Service Levels: Specific, measurable performance metrics and standards
6. Service Availability: Guaranteed uptime, maintenance windows, and calculation methods
7. Performance Monitoring: Methods and tools for measuring and reporting service levels
8. Support Services: Description of support levels, response times, and escalation procedures
9. Customer Obligations: Customer responsibilities and requirements for service delivery
10. Security Requirements: Security measures, data protection, and compliance requirements
11. Disaster Recovery: Business continuity and disaster recovery procedures
12. Service Credits: Compensation mechanism for service level failures
13. Term and Termination: Duration, renewal, and termination provisions
14. Liability and Indemnification: Limitation of liability and indemnification provisions
15. General Provisions: Standard legal clauses including governing law, notices, and amendments
1. Data Processing Agreement: Required when personal data processing is involved, ensuring GDPR compliance
2. Multi-tenant Services: Specific provisions for shared infrastructure scenarios
3. Custom Development: Terms for any custom development or modifications to the application
4. Third-party Integration: Terms governing integration with third-party services or applications
5. Professional Services: Additional consulting or professional services provisions
6. Hardware Requirements: Specific hardware requirements if relevant to service delivery
7. Exit Management: Detailed procedures for service transition upon termination
8. Regulatory Compliance: Specific compliance requirements for regulated industries
1. Service Level Metrics: Detailed technical specifications of service level measurements and calculations
2. Pricing and Service Credits: Detailed pricing structure and service credit calculations
3. Support Process: Detailed support procedures, contact information, and escalation matrix
4. Technical Requirements: Detailed technical specifications and requirements
5. Security Standards: Detailed security protocols and compliance requirements
6. Incident Management: Detailed procedures for handling various types of incidents
7. Change Management: Procedures for implementing changes to the service
8. Service Implementation Plan: Timeline and milestones for service implementation
9. Accepted Use Policy: Detailed terms of acceptable use of the application
10. Business Continuity Plan: Detailed disaster recovery and business continuity procedures
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