Data SLAs are essential agreements used to establish and maintain clear performance standards and accountability in data service relationships. This document type is particularly relevant in the Netherlands, where both national legislation and EU regulations create a comprehensive framework for data protection and service delivery. The Data SLAs should be used whenever an organization engages with external providers for data-related services, or when internal departments need to formalize their service commitments. The agreement covers critical aspects such as service availability, data security measures, performance metrics, response times, and compliance with GDPR and Dutch data protection laws. It's particularly important in contexts where data processing activities are regular and significant, requiring clear accountability and measurable service standards. The document helps organizations maintain compliance while ensuring service quality and data protection.
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1. Parties: Identification of the service provider and customer, including full legal names, registration numbers, and addresses
2. Background: Context of the agreement, relationship between parties, and purpose of the SLA
3. Definitions: Definitions of technical terms, service metrics, and key concepts used throughout the agreement
4. Service Description: Detailed description of the data services being provided, including scope and limitations
5. Service Levels: Specific, measurable performance metrics and standards for the data services
6. Data Protection and Security: GDPR compliance measures, security protocols, and data protection commitments
7. Monitoring and Reporting: Methods and frequency of service level monitoring and reporting procedures
8. Response and Resolution Times: Timeframes for addressing various types of service issues and data incidents
9. Data Breach Procedures: Protocol for handling data breaches, including notification requirements and response times
10. Responsibilities of Parties: Detailed obligations of both service provider and customer
11. Term and Termination: Duration of the agreement, renewal terms, and termination conditions
12. Liability and Indemnification: Limitations of liability and indemnification provisions
13. Governing Law and Jurisdiction: Specification of Dutch law application and jurisdiction for disputes
1. Data Processing Agreement: Required when the service provider acts as a data processor under GDPR
2. Special Categories of Data: Include when handling sensitive personal data as defined in GDPR
3. Cross-border Data Transfers: Required when data will be transferred outside the EU/EEA
4. Industry-Specific Compliance: Include for sectors with additional regulatory requirements (e.g., healthcare, financial services)
5. Disaster Recovery: Detailed recovery procedures for critical data services
6. Service Credits: Financial compensation scheme for failure to meet service levels
7. Third-Party Service Providers: Include when subcontractors or third-party services are involved
8. Exit Management: Detailed procedures for service transition or termination
1. Schedule 1 - Service Level Metrics: Detailed technical specifications of service level measurements and targets
2. Schedule 2 - Pricing and Payment Terms: Detailed fee structure, payment terms, and service credit calculations
3. Schedule 3 - Technical Requirements: Technical specifications, system requirements, and integration details
4. Schedule 4 - Security Standards: Detailed security protocols, standards, and compliance requirements
5. Schedule 5 - Data Categories and Processing Activities: Detailed list of data types and associated processing activities
6. Schedule 6 - Contact Matrix: Key contacts and escalation procedures for both parties
7. Appendix A - Service Level Report Template: Standard format for regular service level reporting
8. Appendix B - Incident Response Plan: Detailed procedures for handling various types of service and data incidents
Authors
Relevant legal definitions
Clauses
Relevant Industries
Information Technology
Financial Services
Healthcare
E-commerce
Telecommunications
Cloud Services
Manufacturing
Professional Services
Education
Government
Retail
Insurance
Relevant Teams
Legal
Information Technology
Information Security
Compliance
Risk Management
Data Protection
Service Operations
Procurement
Technical Operations
Contract Management
Relevant Roles
Chief Information Officer
Data Protection Officer
IT Service Manager
Legal Counsel
Privacy Officer
Information Security Manager
Compliance Manager
IT Operations Manager
Contract Manager
Service Delivery Manager
Risk Manager
Technical Account Manager
Chief Technology Officer
Data Manager
IT Procurement Manager
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