This High Availability SLA template is designed for use in the Belgian jurisdiction when establishing service level commitments for critical business services requiring exceptional uptime and reliability. The document is particularly relevant for technology services, cloud infrastructure, data centers, and mission-critical systems where service continuity is essential. It includes comprehensive provisions for service level measurements, incident response procedures, and compensation mechanisms aligned with Belgian contract law and EU regulations. The agreement typically guarantees uptime percentages of 99.9% or higher, with clearly defined calculation methods and reporting requirements. This template should be used when forming new service relationships or updating existing agreements where high availability is a crucial requirement for business operations.
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1. Parties: Identification of 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 terms, SLA metrics, and key concepts used throughout the agreement
4. Service Scope: Detailed description of services covered under the SLA
5. Service Levels: Specific availability targets, performance metrics, and measurement methodologies
6. Service Credits: Compensation mechanism for service level breaches, including calculation methods
7. Incident Management: Response times, escalation procedures, and incident classification
8. Reporting and Monitoring: Requirements for service level reporting, monitoring methods, and review meetings
9. Force Majeure: Circumstances under which service levels may be suspended
10. Term and Termination: Duration of the agreement and termination provisions
11. General Provisions: Standard legal clauses including governing law, notices, and amendments
1. Disaster Recovery: Specific provisions for disaster recovery procedures, used when service requires detailed recovery planning
2. Security Requirements: Detailed security obligations, included when handling sensitive data or critical systems
3. Change Management: Procedures for implementing changes to services or infrastructure, included for complex technical environments
4. Customer Obligations: Specific customer responsibilities, included when customer actions significantly impact service delivery
5. Compliance Requirements: Specific regulatory compliance obligations, included for regulated industries
6. Multi-vendor Management: Provisions for coordination with other service providers, included in complex service ecosystems
1. Schedule 1 - Service Description: Detailed technical specifications of services covered
2. Schedule 2 - Service Level Metrics: Detailed definitions and calculations of all SLA metrics
3. Schedule 3 - Service Credit Calculations: Detailed formulas and examples for service credit calculations
4. Schedule 4 - Operational Procedures: Detailed procedures for incident management, reporting, and escalation
5. Schedule 5 - Contact Details: Key contacts and escalation paths for both parties
6. Schedule 6 - Pricing and Invoicing: Service pricing details and invoicing procedures
7. Appendix A - Technical Infrastructure: Description of technical infrastructure supporting the services
8. Appendix B - Report Templates: Templates for regular service level reports
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