This Data Center Service Level Agreement is essential for organizations requiring professional data center services in Belgium. It establishes the contractual framework between data center operators and their customers, detailing service specifications, performance standards, and operational requirements. The agreement is structured to comply with Belgian law and EU regulations, particularly regarding data protection, security, and environmental standards. Used when organizations need to outsource their data center operations or colocate their IT infrastructure, this agreement covers critical aspects such as facility specifications, service availability, security measures, maintenance procedures, and disaster recovery provisions. The document is particularly important given Belgium's position as a key European data center hub and its strict regulatory environment.
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1. Parties: Identification of the data center service provider and the customer, including registered addresses and company details
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 concepts used throughout the agreement
4. Services Overview: High-level description of the data center services, including facility specifications and basic service components
5. Service Level Commitments: Detailed specifications of service levels, including availability, performance metrics, and measurement methodologies
6. Security Requirements: Physical and logical security measures, access controls, and security protocols
7. Data Protection and Privacy: GDPR compliance measures, data handling procedures, and privacy safeguards
8. Operational Procedures: Day-to-day operations, maintenance windows, and standard operating procedures
9. Customer Responsibilities: Customer obligations, required cooperations, and access requirements
10. Monitoring and Reporting: Service level monitoring, reporting frequency, and performance measurement methods
11. Pricing and Payment Terms: Service fees, payment schedules, and billing procedures
12. Term and Termination: Contract duration, renewal terms, and termination conditions
13. Liability and Indemnification: Limitation of liability, indemnification obligations, and risk allocation
14. Force Majeure: Events constituting force majeure and their handling
15. Governing Law and Jurisdiction: Application of Belgian law and jurisdiction for dispute resolution
1. Environmental Commitments: Optional section for specific environmental standards and energy efficiency commitments, relevant for customers with sustainability requirements
2. Hardware Colocation: Specific terms for customers colocating their own hardware, including installation, maintenance, and removal procedures
3. Cross-Border Data Transfers: Additional provisions for customers requiring data transfers outside the EU/EEA
4. Disaster Recovery: Enhanced disaster recovery and business continuity provisions beyond standard service levels
5. Professional Services: Additional terms for supplementary professional services such as installation, configuration, or consulting
6. Multi-Site Services: Specific provisions for services delivered across multiple data center locations
7. Insurance Requirements: Detailed insurance obligations beyond standard coverage requirements
1. Schedule 1 - Service Description: Detailed technical specifications of all services, including facility specifications and service components
2. Schedule 2 - Service Level Specifications: Detailed SLA metrics, measurement methodologies, and service credit calculations
3. Schedule 3 - Pricing Schedule: Detailed pricing information, including base fees, variable charges, and additional service costs
4. Schedule 4 - Security Policies: Detailed security protocols, procedures, and compliance requirements
5. Schedule 5 - Operational Procedures Manual: Detailed procedures for daily operations, maintenance, and emergency responses
6. Schedule 6 - Data Processing Agreement: GDPR-compliant data processing terms and procedures
7. Schedule 7 - Service Credit Calculation: Methodology for calculating service credits for SLA violations
8. Appendix A - Contact Information: Key contacts and escalation procedures for both parties
9. Appendix B - Facility Access Procedures: Procedures and requirements for physical access to the data center
10. Appendix C - Incident Response Plan: Procedures for handling and escalating service incidents
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