This Enterprise SLA template is designed for use in service relationships where a provider delivers critical business services to enterprise customers in Belgium. The document incorporates essential elements required under Belgian law and EU regulations, including specific provisions for B2B contracts under the Belgian Enterprise Code and data protection requirements under GDPR. The Enterprise SLA is particularly suitable for long-term service arrangements where detailed service levels, performance metrics, and accountability measures are crucial. It includes comprehensive sections on service delivery, monitoring, reporting, and remedies, while ensuring compliance with local regulatory requirements and business practices. This template is structured to protect both parties' interests while maintaining flexibility for specific service requirements and industry standards.
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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 to be provided
3. Definitions: Detailed definitions of technical terms, service levels, and other key concepts used throughout the agreement
4. Services Overview: High-level description of the services covered by the SLA
5. Service Levels: Detailed specifications of service levels, including availability, performance metrics, and measurement methodologies
6. Service Credits and Penalties: Compensation mechanism for failure to meet service levels
7. Support and Response Times: Definition of support levels, response times, and escalation procedures
8. Customer Obligations: Requirements and responsibilities of the customer
9. Provider Obligations: Commitments and responsibilities of the service provider
10. Data Protection and Security: GDPR compliance measures and security requirements
11. Reporting and Monitoring: Requirements for service level monitoring and reporting
12. Change Management: Procedures for implementing changes to services or service levels
13. Term and Termination: Duration of the agreement and termination provisions
14. Force Majeure: Circumstances under which service levels may be suspended
15. Governing Law and Jurisdiction: Confirmation of Belgian law application and jurisdiction
1. Disaster Recovery: Required for critical services where business continuity is essential
2. Environmental Requirements: Include when services have specific environmental compliance needs
3. Third-Party Service Providers: Required when subcontractors or third-party services are involved
4. Regulatory Compliance: Include for regulated industries or services
5. Innovation and Continuous Improvement: Optional section for long-term strategic partnerships
6. Training and Knowledge Transfer: Include when service includes staff training or knowledge sharing
7. Intellectual Property Rights: Required when services involve creation or use of intellectual property
8. Exit Management: Include for complex services requiring detailed transition arrangements
1. Schedule 1 - Service Descriptions: Detailed technical specifications of services
2. Schedule 2 - Service Level Specifications: Detailed metrics, thresholds, and measurement methods
3. Schedule 3 - Pricing and Service Credits: Detailed pricing structure and service credit calculations
4. Schedule 4 - Support Procedures: Detailed support processes and contact information
5. Schedule 5 - Security Requirements: Detailed security protocols and requirements
6. Schedule 6 - Data Processing Agreement: GDPR-compliant data processing terms
7. Schedule 7 - Business Continuity Plan: Disaster recovery and business continuity procedures
8. Schedule 8 - Change Request Template: Standard form for requesting service changes
9. Appendix A - Technical Infrastructure: Details of technical infrastructure and architecture
10. Appendix B - Key Personnel: List of key contacts and responsible personnel
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