The External SLA is a critical document used to establish and maintain clear service delivery standards between service providers and their customers in Belgium. This agreement type is particularly important in regulated environments where service quality, data protection, and compliance requirements must be precisely defined and monitored. The document addresses Belgian legal requirements, including compliance with the Civil Code, GDPR, and Enterprise Code, while incorporating international best practices for service level management. It is commonly used in technology, professional services, and outsourcing arrangements where measurable service standards are essential. The External SLA includes detailed provisions for service delivery, performance measurement, reporting requirements, and remedial actions, supported by technical schedules and operational procedures that ensure clarity and enforceability under Belgian law.
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1. Parties: Identification and details of the service provider and customer, including registered addresses and company numbers
2. Background: Context of the agreement, brief description of the services, and purpose of the SLA
3. Definitions and Interpretation: Definitions of technical terms, service metrics, and other key terms used throughout the agreement
4. Services Overview: High-level description of services covered by the SLA
5. Service Levels: Detailed service level commitments, including availability, performance metrics, and response times
6. Service Measurement and Reporting: Methods for measuring service levels, reporting frequency, and monitoring procedures
7. Support Services: Description of support services, including hours of operation, contact methods, and escalation procedures
8. Customer Obligations: Customer responsibilities and requirements for service delivery
9. Fees and Payment: Pricing, payment terms, and any service credits or penalties
10. Service Credits and Penalties: Compensation mechanism for service level failures
11. Data Protection: GDPR compliance measures and data handling requirements
12. Confidentiality: Protection of confidential information and trade secrets
13. Liability and Indemnification: Limitation of liability and indemnification provisions
14. Term and Termination: Duration of agreement, renewal terms, and termination provisions
15. General Provisions: Standard legal provisions including governing law, notices, and dispute resolution
1. Business Continuity and Disaster Recovery: Required when services are critical to customer operations, detailing backup and recovery procedures
2. Security Requirements: Needed when handling sensitive data or providing security-critical services
3. Compliance with Industry Standards: Required for regulated industries or when specific certifications are needed
4. Third-Party Service Providers: Include when subcontractors or third-party services are used in service delivery
5. Change Management: Required for services that may need significant modifications during the contract term
6. Training and Knowledge Transfer: Include when service includes training or knowledge transfer components
7. Exit Management: Required for complex services requiring detailed transition arrangements
8. Service Development: Include when services are expected to evolve or develop over time
1. Schedule 1 - Service Descriptions: Detailed technical specifications of each service component
2. Schedule 2 - Service Level Specifications: Detailed metrics, thresholds, and measurement methodologies
3. Schedule 3 - Pricing and Service Credits: Detailed fee structure and service credit calculations
4. Schedule 4 - Support Procedures: Detailed support processes, escalation procedures, and contact information
5. Schedule 5 - Data Processing Agreement: GDPR-compliant data processing terms and procedures
6. Schedule 6 - Technical Requirements: Technical specifications and requirements for service delivery
7. Schedule 7 - Report Templates: Templates for service level reporting and performance monitoring
8. Appendix A - Authorized Contacts: List of key contacts and responsible persons for both parties
Relevant legal definitions
Clauses
Relevant Industries
Information Technology
Telecommunications
Cloud Services
Managed Services
Software Development
Data Center Operations
Business Process Outsourcing
Professional Services
Healthcare Technology
Financial Services
Manufacturing
Logistics and Supply Chain
Energy and Utilities
Relevant Teams
Legal
Information Technology
Procurement
Operations
Service Delivery
Compliance
Risk Management
Vendor Management
Quality Assurance
Technical Support
Contract Administration
Relevant Roles
Chief Information Officer
IT Director
Service Delivery Manager
Procurement Manager
Contract Manager
Legal Counsel
Operations Director
Technical Account Manager
Quality Assurance Manager
Compliance Officer
Risk Manager
Service Operations Manager
Vendor Management Officer
Business Relationship Manager
Chief Technology Officer
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