This Service Availability SLA template is designed for use in Belgium, incorporating both Belgian national law and relevant EU regulations. The document is essential when establishing measurable service level commitments between service providers and their customers, particularly for technology services, cloud infrastructure, or critical business systems. A Service Availability SLA is typically implemented alongside a master services agreement and provides specific, quantifiable metrics for service availability, detailed measurement methodologies, and clear remedies for service level breaches. It's particularly relevant in today's digital economy where service reliability is crucial for business operations and where Belgian law requires clear, transparent terms in B2B and B2C relationships.
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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 reference to any master services agreement this SLA relates to
3. Definitions: Detailed definitions of technical terms, service metrics, and key concepts used throughout the agreement
4. Service Availability Commitments: Specific commitments regarding service availability levels, including precise percentage targets and measurement periods
5. Service Level Measurement: Methodology for measuring and calculating service availability, including tools and reporting mechanisms
6. Excluded Events and Force Majeure: Events that are excluded from availability calculations, including planned maintenance and force majeure events
7. Service Credits and Remedies: Calculation and application of service credits or other remedies for failure to meet availability commitments
8. Reporting and Review: Requirements for regular service level reporting and periodic review of the agreement
9. Dispute Resolution: Process for handling disputes related to service availability measurements and credits
10. Term and Termination: Duration of the SLA and conditions for termination
1. Data Protection Provisions: Required when the service involves processing of personal data, including GDPR compliance measures
2. Security Requirements: Detailed security requirements and standards, necessary for services handling sensitive data or critical infrastructure
3. Customer Obligations: Specific responsibilities of the customer needed to ensure service availability, included when customer cooperation is crucial
4. Disaster Recovery: Specific provisions for service continuity in disaster scenarios, important for critical services
5. Service Upgrades and Modifications: Procedures for implementing service changes and upgrades, relevant for evolving technical services
6. Multi-tenant Service Provisions: Special provisions for shared service environments, needed when service is delivered via shared infrastructure
1. Schedule 1 - Service Description: Detailed technical description of the service components covered by availability commitments
2. Schedule 2 - Service Level Metrics: Detailed definitions and calculations of all service level metrics
3. Schedule 3 - Service Credit Calculations: Detailed formulas and examples for calculating service credits
4. Schedule 4 - Monitoring and Reporting: Technical specifications for service monitoring and reporting tools
5. Schedule 5 - Escalation Procedures: Contact details and procedures for different levels of service issues
6. Appendix A - Service Availability Dashboard: Sample screenshots and explanation of service availability monitoring dashboard
7. Appendix B - Incident Classification Matrix: Matrix defining different types of service incidents and their severity levels
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