The Computer SLA is essential for organizations engaging in IT service relationships in the Netherlands. This document is typically used when establishing or formalizing IT service delivery arrangements, whether for cloud services, managed IT services, software maintenance, or infrastructure support. The agreement, compliant with Dutch law and EU regulations, provides a detailed framework for service delivery, including specific performance metrics, availability targets, response times, and remedies for service failures. It incorporates critical elements such as data protection requirements under GDPR, cybersecurity standards, and industry best practices. The Computer SLA serves as both a legal safeguard and an operational guide, ensuring clear understanding and accountability between service providers and their clients while maintaining alignment with Dutch legal requirements and business practices.
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1. Parties: Identification of service provider and customer, including full legal names and registered addresses
2. Background: Context of the agreement and brief description of the services to be provided
3. Definitions: Detailed definitions of technical terms, service metrics, and other key terms used in the agreement
4. Service Description: Detailed description of the IT services covered by the agreement
5. Service Hours and Availability: Specified service hours, availability targets, and maintenance windows
6. Performance Metrics: Specific, measurable performance indicators and service levels
7. Response and Resolution Times: Defined timeframes for responding to and resolving different categories of issues
8. Service Provider Obligations: Detailed responsibilities and commitments of the service provider
9. Customer Obligations: Customer responsibilities and requirements for enabling service delivery
10. Monitoring and Reporting: Methods and frequency of service level monitoring and reporting
11. Security Requirements: Security measures, data protection, and compliance requirements
12. Change Management: Procedures for implementing changes to services or service levels
13. Fees and Payment Terms: Pricing, payment schedule, and related financial terms
14. Service Credits and Penalties: Compensation mechanism for service level failures
15. Term and Termination: Duration of agreement and termination conditions
16. Force Majeure: Circumstances under which parties are excused from performance obligations
17. Governing Law and Jurisdiction: Specification of Dutch law application and jurisdiction
1. Disaster Recovery: Detailed disaster recovery procedures, used when specific disaster recovery services are required
2. Data Processing Agreement: Specific terms for personal data processing, required when personal data is processed
3. Third-Party Services: Terms relating to third-party service providers, included when subcontractors are involved
4. Hardware Maintenance: Specific terms for hardware maintenance, included when physical infrastructure is part of the service
5. Training and Support: Details of training and support services, included when these are part of the service offering
6. Software License Terms: Specific software licensing terms, included when software licensing is part of the service
7. Exit Management: Detailed exit procedures, included for complex services requiring specific transition arrangements
1. Schedule 1 - Service Level Specifications: Detailed technical specifications of service levels and performance metrics
2. Schedule 2 - Price List: Detailed pricing information including rates for different services
3. Schedule 3 - Support Procedures: Detailed support procedures and escalation matrices
4. Schedule 4 - Technical Requirements: Specific technical requirements and configurations
5. Schedule 5 - Contact Details: List of key contacts and escalation points for both parties
6. Schedule 6 - Service Credits Calculation: Detailed method for calculating service credits and penalties
7. Appendix A - Incident Categories: Classification and definitions of different types of incidents
8. Appendix B - Report Templates: Standard templates for service level reporting
Relevant legal definitions
Clauses
Relevant Industries
Information Technology
Financial Services
Healthcare
Manufacturing
Retail
Professional Services
Telecommunications
Education
Government
E-commerce
Logistics
Insurance
Relevant Teams
Legal
Information Technology
Procurement
Operations
Compliance
Risk Management
Information Security
Service Delivery
Vendor Management
Technical Support
Project Management
Relevant Roles
Chief Information Officer
IT Director
Service Delivery Manager
Legal Counsel
Procurement Manager
IT Operations Manager
Contract Manager
Information Security Officer
Technical Account Manager
IT Project Manager
Compliance Officer
Risk Manager
Systems Administrator
Service Level Manager
IT Vendor Manager
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