This Cloud Storage SLA is designed for use in Belgium when establishing a formal agreement between cloud storage providers and their customers. It serves as a critical document that defines the service levels, performance metrics, and operational standards for cloud storage services while ensuring compliance with Belgian law and EU regulations, particularly GDPR. The agreement is essential for organizations seeking to formalize their cloud storage arrangements with clear, measurable service commitments and robust data protection measures. It includes comprehensive terms covering service availability, data security, disaster recovery, support levels, and service credits, while incorporating specific requirements of Belgian contract law and data protection regulations. This document is particularly relevant in today's digital economy where reliable and legally compliant cloud storage solutions are essential for business operations.
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1. Parties: Identification of the service provider and customer, including registered addresses and company details
2. Background: Context of the agreement and brief description of the services being provided
3. Definitions: Detailed definitions of technical and legal terms used throughout the agreement
4. Service Description: Detailed description of the cloud storage services, including technical specifications and features
5. Service Level Commitments: Specific measurable targets for service availability, performance, and reliability
6. Data Protection and Security: GDPR compliance measures, security protocols, and data handling procedures
7. Performance Monitoring: Methods and tools used to measure and report service performance
8. Support Services: Description of technical support levels, response times, and escalation procedures
9. Disaster Recovery: Procedures and commitments for data backup and system recovery
10. Service Credits: Compensation mechanism for failure to meet service levels
11. Customer Obligations: Customer responsibilities and acceptable use policies
12. Fees and Payment: Pricing, payment terms, and billing procedures
13. Term and Termination: Duration of agreement, renewal terms, and termination conditions
14. Liability and Indemnification: Limitations of liability and indemnification obligations
15. General Terms: Standard legal provisions including governing law, notices, and dispute resolution
1. Data Migration Services: Terms for data migration services, used when customer requires assistance in moving data to or from the platform
2. Enhanced Security Services: Additional security measures beyond standard offerings, included when customer requires higher security levels
3. Custom Integration Services: Terms for integration with customer's systems, included when API or custom integration is required
4. Multi-Region Services: Terms for multi-region data storage, used when customer requires data storage in specific geographical locations
5. Industry-Specific Compliance: Additional compliance terms for specific industries (e.g., healthcare, financial services)
6. Professional Services: Terms for additional consulting or professional services
7. High-Availability Services: Enhanced availability commitments for mission-critical applications
1. Schedule 1 - Service Level Metrics: Detailed technical specifications of service level measurements and calculations
2. Schedule 2 - Security Standards: Detailed security protocols, certifications, and compliance measures
3. Schedule 3 - Support Service Levels: Detailed support tier definitions and response time commitments
4. Schedule 4 - Pricing and Service Credits: Detailed pricing structure and service credit calculations
5. Schedule 5 - Technical Requirements: Minimum technical requirements and supported configurations
6. Appendix A - Data Processing Agreement: GDPR-compliant data processing terms and procedures
7. Appendix B - Authorized Sub-processors: List of approved third-party service providers and sub-processors
8. Appendix C - Business Continuity Plan: Detailed disaster recovery and business continuity procedures
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