The Managed Services Service Level Agreement is essential for organizations engaging external providers to manage their IT infrastructure, business processes, or other operational functions. This agreement, governed by Belgian law, defines the scope, quality standards, and performance metrics for service delivery, along with associated remedies and governance mechanisms. It is particularly relevant in today's business environment where organizations increasingly rely on specialized service providers for operational efficiency. The document incorporates requirements from Belgian contract law, the GDPR, and sector-specific regulations, making it suitable for both regulated and non-regulated industries. It typically accompanies a master services agreement and provides detailed technical and operational specifications through various schedules and appendices.
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1. Parties: Identification of the service provider and customer, including full legal names and registered addresses
2. Background: Context of the agreement and relationship between the parties
3. Definitions: Defined terms used throughout the agreement, including technical terms and service metrics
4. Services Overview: High-level description of the managed services to be provided
5. Service Levels: Detailed service level commitments, measurement methodologies, and reporting requirements
6. Service Credits: Calculation and application of service credits for failure to meet service levels
7. Problem Management: Process for identifying, reporting, and resolving service issues
8. Performance Monitoring: Methods and tools for monitoring service performance and generating reports
9. Change Management: Procedures for requesting, approving, and implementing changes to services
10. Security Requirements: Security obligations and standards to be maintained
11. Data Protection: GDPR compliance and data processing obligations
12. Governance: Service review meetings, escalation procedures, and relationship management
13. Charges and Payment: Fee structure, payment terms, and invoicing procedures
14. Term and Termination: Duration of agreement and termination rights
15. General Terms: Standard legal provisions including liability, force majeure, and dispute resolution
1. Transition Services: Required when services are being transferred from another provider or internal team
2. Business Continuity: Needed for critical services requiring specific disaster recovery commitments
3. Customer Dependencies: Include when service delivery relies heavily on customer-provided resources or actions
4. Compliance Requirements: Required for regulated industries or when handling sensitive data
5. Third-Party Contracts: Include when service delivery involves significant third-party dependencies
6. Innovation and Continuous Improvement: Relevant for long-term strategic partnerships
7. Asset Management: Required when provider manages customer hardware or software assets
8. Staff and Subcontractor Requirements: Include when specific personnel qualifications or subcontracting restrictions apply
1. Service Description: Detailed technical specification of all services to be provided
2. Service Level Specifications: Detailed metrics, measurement methods, and service level targets
3. Pricing and Charging Model: Detailed fee calculations, rate cards, and pricing mechanisms
4. Security Standards: Specific security requirements, standards, and compliance obligations
5. RACI Matrix: Detailed responsibility assignment matrix for service delivery
6. Operational Procedures: Detailed processes for service delivery, incidents, and changes
7. Data Processing Agreement: GDPR-compliant data processing terms and details
8. Business Continuity Plan: Detailed disaster recovery and business continuity procedures
9. Contact Details and Escalation Path: Key personnel contact information and escalation procedures
10. Report Templates: Standard formats for service performance and other required reports
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