This Compute SLA template is designed for use in the Belgian market when establishing formal service level commitments for compute services, including cloud computing, infrastructure services, and related technical support. The document is structured to comply with Belgian contract law and relevant EU regulations, particularly addressing data protection, security, and electronic commerce requirements. The Compute SLA defines specific, measurable service levels for availability, performance, and support response times, along with associated remedy mechanisms such as service credits. It is particularly relevant for business-to-business relationships where reliable compute services are critical to operations, and includes provisions for both standard and custom service level metrics. The agreement incorporates requirements from the Belgian Civil Code, data protection legislation, and telecommunications regulations, making it suitable for use by both domestic and international service providers operating in Belgium.
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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 compute services being provided
3. Definitions: Detailed definitions of technical terms, service metrics, and other key concepts used in the agreement
4. Service Description: Overview of the compute services covered by the SLA
5. Service Level Commitments: Detailed specification of guaranteed service levels, including availability, performance, and capacity metrics
6. Service Level Measurement: Methodology for measuring and reporting service level performance
7. Service Credits and Remedies: Calculation and application of service credits or other remedies for service level failures
8. Support Services: Description of support levels, response times, and escalation procedures
9. Security Requirements: Security measures and compliance requirements for service delivery
10. Data Protection: Obligations regarding data protection and privacy compliance
11. Force Majeure: Circumstances under which service level obligations may be suspended
12. Term and Termination: Duration of the agreement and termination provisions
1. Disaster Recovery: Include when specific disaster recovery requirements are needed beyond standard service levels
2. Data Center Specifications: Include when specific data center requirements or locations need to be contractually specified
3. Environmental Requirements: Include when specific power usage effectiveness (PUE) or environmental standards must be met
4. Compliance with Industry Standards: Include when specific industry certifications or standards compliance is required
5. Custom Service Levels: Include when customer requires service levels beyond standard offerings
6. Multi-tenant Services: Include when services are provided in a shared infrastructure environment
1. Schedule 1 - Service Level Metrics: Detailed technical specifications of service level metrics and measurement methods
2. Schedule 2 - Service Credit Calculation: Detailed formulas and examples for calculating service credits
3. Schedule 3 - Support Procedures: Detailed support procedures, contact information, and escalation paths
4. Schedule 4 - Technical Requirements: Technical specifications of the compute services and required customer infrastructure
5. Schedule 5 - Security Standards: Detailed security requirements and compliance standards
6. Schedule 6 - Pricing and Commercial Terms: Service pricing and commercial terms, including any variable charges
7. Appendix A - Service Level Reports: Template for service level reporting
8. Appendix B - Incident Management Process: Detailed procedures for incident management and resolution
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