The Internal Service Level Agreement (SLA) serves as a formal internal contract between departments or business units within the same organization under Belgian law. This document is essential when establishing clear service expectations, performance metrics, and accountability measures between internal service providers and recipients. It should be used whenever there is a need to formalize internal service arrangements, particularly in scenarios involving critical business services, resource allocation, or cross-departmental dependencies. The agreement incorporates Belgian corporate law requirements and EU regulations while providing a structured framework for service delivery, performance monitoring, and issue resolution. This document type is particularly valuable for organizations seeking to improve internal service quality, efficiency, and accountability through formal service level commitments.
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1. Parties: Identification of the internal service provider and service recipient departments/units
2. Background: Context of the internal service arrangement and organizational relationship
3. Definitions: Definition of technical terms, service-specific terminology, and abbreviated terms used in the agreement
4. Services Description: Detailed description of services to be provided, including scope and exclusions
5. Service Levels: Specific, measurable performance metrics and standards for service delivery
6. Performance Monitoring: Methods and frequency of measuring and reporting service performance
7. Responsibilities: Clear delineation of both parties' obligations and responsibilities
8. Resource Allocation: Specification of human, technical, and other resources committed to service delivery
9. Operating Hours: Service availability times, including regular hours, after-hours support, and holidays
10. Issue Resolution: Process for handling service disruptions, incidents, and problem management
11. Change Management: Procedures for requesting and implementing changes to services or service levels
12. Cost Allocation: Internal charging or cost allocation mechanisms if applicable
13. Review and Reporting: Regular review periods, reporting requirements, and continuous improvement processes
14. Term and Termination: Duration of the agreement and conditions for modification or termination
1. Disaster Recovery: Business continuity and disaster recovery procedures, used when services are critical to operations
2. Data Protection: Specific data handling and protection measures, required when personal or sensitive data is processed
3. Security Requirements: Detailed security protocols and requirements, needed for IT or sensitive services
4. Training and Knowledge Transfer: Requirements for staff training and knowledge sharing, relevant for complex service delivery
5. Compliance Requirements: Specific regulatory or internal compliance requirements, needed for regulated services
6. Quality Management: Detailed quality control processes, important for manufacturing or technical services
7. Environmental Standards: Environmental compliance and sustainability requirements, relevant for services with environmental impact
1. Service Level Metrics: Detailed breakdown of all service level targets, measurement methods, and calculations
2. Pricing and Charging Model: Detailed cost allocation formulas and internal charging mechanisms
3. Technical Requirements: Specific technical specifications and requirements for service delivery
4. Operational Procedures: Detailed procedures for day-to-day service operation and management
5. Escalation Matrix: Contact details and escalation procedures for different types of issues
6. Report Templates: Standard formats for performance reports and service reviews
7. RACI Matrix: Detailed responsibility assignment matrix for all service aspects
Authors
Relevant legal definitions
Clauses
Relevant Industries
Financial Services
Technology
Manufacturing
Healthcare
Retail
Professional Services
Telecommunications
Energy
Transportation
Pharmaceuticals
Insurance
Banking
Consumer Goods
Education
Public Sector
Relevant Teams
Operations
Shared Services
Service Delivery
Quality Assurance
Process Management
Corporate Services
Legal
Compliance
Performance Management
Business Support
Service Management
Resource Management
Strategic Planning
Business Relations
Internal Controls
Relevant Roles
Chief Operating Officer
Head of Shared Services
Service Delivery Manager
Operations Manager
Department Director
Business Unit Head
Quality Assurance Manager
Performance Manager
Process Owner
Service Level Manager
Department Head
Internal Services Coordinator
Compliance Officer
Legal Counsel
Business Relationship Manager
Resource Manager
Strategic Planning Director
Corporate Services Manager
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