The SLA Contract serves as a critical document in service-based relationships under Belgian jurisdiction, establishing clear, measurable standards for service delivery and performance. This agreement type is essential when organizations need to define and maintain specific service levels, particularly in technology, professional services, or managed services contexts. The document typically outlines key performance indicators (KPIs), service availability targets, response times, and resolution commitments, along with corresponding remedies for non-compliance. Used primarily in business-to-business relationships, the SLA Contract provides a framework for service quality management, risk allocation, and performance monitoring, while ensuring compliance with Belgian civil law and relevant EU regulations, particularly regarding data protection and electronic commerce. The agreement is particularly crucial for services where performance metrics can be quantifiably measured and where service quality is essential to business operations.
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1. Parties: Identification and details of the service provider and service recipient
2. Background: Context of the agreement and brief description of the services to be provided
3. Definitions: Detailed definitions of technical terms, metrics, and key concepts used throughout the agreement
4. Services Overview: High-level description of the services covered by the SLA
5. Service Levels and Performance Metrics: Detailed specification of service levels, KPIs, and measurement methodologies
6. Monitoring and Reporting: Procedures for monitoring service levels and reporting requirements
7. Response and Resolution Times: Specified timeframes for responding to and resolving various categories of issues
8. Service Credits and Penalties: Compensation mechanism for service level failures and calculation methods
9. Service Provider Obligations: Detailed responsibilities and commitments of the service provider
10. Customer Obligations: Requirements and responsibilities of the customer
11. Communication and Escalation Procedures: Protocol for regular communications and issue escalation
12. Term and Termination: Duration of the agreement and termination provisions
13. Force Majeure: Circumstances under which service levels may be suspended
14. Governing Law and Jurisdiction: Confirmation of Belgian law application and jurisdiction
1. Data Protection and GDPR Compliance: Required when personal data processing is involved in service delivery
2. Security Requirements: Detailed security measures and compliance requirements, necessary for services involving sensitive data or systems
3. Disaster Recovery: Procedures for service continuity in case of major incidents, relevant for critical services
4. Change Management: Procedures for implementing service or infrastructure changes, important for complex technical services
5. Subcontractors: Terms regarding the use of subcontractors, needed when service provider may delegate services
6. Intellectual Property Rights: Required when services involve creation or use of intellectual property
7. Insurance Requirements: Specific insurance obligations, important for high-risk or high-value services
8. Exit Management: Detailed transition procedures at contract end, important for complex or critical services
1. Schedule 1 - Service Descriptions: Detailed technical specifications of all services covered
2. Schedule 2 - Service Level Metrics: Detailed KPIs, measurement methodologies, and targets
3. Schedule 3 - Fee Schedule: Pricing, payment terms, and service credit calculations
4. Schedule 4 - Escalation Matrix: Contact details and escalation procedures for different types of issues
5. Schedule 5 - Technical Support Procedures: Detailed procedures for requesting and receiving technical support
6. Schedule 6 - Change Request Template: Standard format for requesting and documenting service changes
7. Appendix A - Report Templates: Standard formats for various required reports
8. Appendix B - Service Level Measurement Tools: Description of tools and methodologies used for service level measurement
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