The Social Media SLA is essential for organizations requiring professional social media management services in Belgium. This document is particularly relevant in today's digital landscape where social media presence requires structured management and measurable performance metrics. The agreement establishes clear service levels, responsibilities, and performance standards while ensuring compliance with Belgian law and EU regulations. It's designed to protect both service providers and clients by clearly defining expectations, quality metrics, and remedial actions for service level breaches. The Social Media SLA includes comprehensive data protection provisions, content management standards, and reporting requirements, making it suitable for both B2B and B2C contexts within the Belgian jurisdiction.
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1. Parties: Identification of the service provider and the client, including registered addresses and company details
2. Background: Context of the agreement and brief description of the social media services being provided
3. Definitions: Detailed definitions of technical terms, service-related concepts, and key agreement terminology
4. Service Description: Comprehensive description of the social media services covered by the SLA
5. Service Levels: Detailed performance metrics, availability commitments, and response times
6. Monitoring and Reporting: Methods and frequency of service level monitoring and reporting procedures
7. Data Protection and Privacy: GDPR compliance measures and data handling procedures
8. Security Requirements: Security standards, protocols, and breach notification procedures
9. Support Services: Description of support levels, contact methods, and escalation procedures
10. Responsibilities: Detailed obligations of both service provider and client
11. Payment Terms: Pricing, payment schedule, and billing procedures
12. Term and Termination: Duration of agreement, renewal terms, and termination conditions
13. Dispute Resolution: Procedures for handling disputes under Belgian law
14. General Provisions: Standard legal clauses including governing law, notices, and amendments
1. Service Credits: Details of compensation or credits for service level failures - include when monetary compensation for breaches is required
2. Disaster Recovery: Procedures for service continuity in case of major incidents - include for critical service arrangements
3. Content Moderation: Specific procedures and standards for content moderation - include when content management is part of the service
4. API Access: Terms and conditions for API access - include when API services are part of the agreement
5. Training and Support: Details of training provided to client staff - include when comprehensive training is part of the service package
6. Multi-language Support: Specifications for multi-language support - include for international service arrangements
7. Custom Development: Terms for custom feature development - include when bespoke development is part of the service
1. Schedule 1 - Service Level Metrics: Detailed technical specifications of service level measurements and targets
2. Schedule 2 - Fee Schedule: Detailed breakdown of all fees, charges, and payment terms
3. Schedule 3 - Support Procedures: Detailed support processes, contact information, and escalation procedures
4. Schedule 4 - Data Processing Agreement: GDPR-compliant data processing terms and procedures
5. Schedule 5 - Technical Requirements: Technical specifications and requirements for service delivery
6. Schedule 6 - Security Standards: Detailed security protocols and compliance requirements
7. Appendix A - Response Time Metrics: Specific response time commitments for different service aspects
8. Appendix B - Report Templates: Templates for regular service level reporting
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