The System Availability SLA is essential for organizations requiring guaranteed levels of system uptime and performance from their technology providers. This agreement, governed by Belgian law and compliant with EU regulations, is typically used when establishing or maintaining critical technology services where system availability directly impacts business operations. The document includes specific, measurable performance targets, monitoring mechanisms, reporting requirements, and compensation structures for service level breaches. It is particularly relevant in today's digital economy where businesses rely heavily on technology infrastructure and need formal guarantees of service quality. The System Availability SLA should be used whenever a business depends on external or internal technology services where system uptime and performance are crucial to operations.
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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 brief description of the services being provided
3. Definitions: Detailed definitions of technical terms, service metrics, and other key terminology used in the agreement
4. Service Description: Detailed description of the systems and services covered by the SLA
5. Service Level Targets: Specific, measurable availability targets, including uptime percentages and maintenance windows
6. Measurement and Monitoring: Methods and tools used to measure and monitor system availability
7. Service Level Reporting: Frequency and format of service level reports and performance metrics
8. Response and Resolution Times: Timeframes for responding to and resolving different categories of incidents
9. Service Credits and Penalties: Compensation structure for failure to meet agreed service levels
10. Force Majeure: Circumstances under which service level obligations may be suspended
11. Term and Termination: Duration of the agreement and conditions for termination
12. Dispute Resolution: Process for resolving disagreements about service level measurements or credits
1. Data Protection and Security: Specific security measures and data protection commitments, required if personal data is processed
2. Disaster Recovery: Detailed recovery procedures and commitments, recommended for critical systems
3. Customer Obligations: Customer responsibilities and prerequisites, important when service levels depend on customer actions
4. Change Management: Procedures for implementing system changes, recommended for complex systems
5. Service Level Reviews: Periodic review and adjustment of service levels, useful for long-term agreements
6. Multi-vendor Management: Procedures for managing multiple service providers, needed when multiple vendors are involved
7. Compensation Review: Mechanisms for reviewing and adjusting service credits, useful for long-term agreements
1. Technical Specifications: Detailed technical specifications of the systems covered by the SLA
2. Service Level Calculations: Detailed formulas and methodologies for calculating service level achievements
3. Incident Priority Matrix: Classification of incidents and corresponding response times
4. Contact Details and Escalation Procedures: Contact information and escalation paths for both parties
5. Service Credit Calculation Examples: Examples illustrating how service credits are calculated in different scenarios
6. Monitoring Tools and Procedures: Technical details of monitoring tools and procedures
7. Planned Maintenance Schedule: Schedule of planned maintenance windows and procedures
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