The IT Service Desk SLA is essential for organizations operating in the Netherlands that require structured IT support services. This agreement type is specifically designed to comply with Dutch legal requirements and EU regulations while establishing clear service expectations and performance metrics. The document serves as a formal contract between service providers and client organizations, detailing the scope and quality of IT support services. When implementing an IT Service Desk SLA, organizations must ensure alignment with Dutch business practices, data protection laws (including GDPR), and industry standards for IT service management. The agreement typically covers various aspects of service delivery, from routine support to critical incident management, and includes specific provisions for performance measurement, reporting, and continuous service improvement.
Thank you! Your submission has been received!
Oops! Something went wrong while submitting the form.
Your data doesn't train Genie's AI
You keep IP ownership聽of your docs
1. Parties: Identification of the service provider and client organization
2. Background: Context of the agreement and relationship between parties
3. Definitions: Detailed definitions of technical terms and key concepts used in the SLA
4. Service Description: Detailed description of the IT service desk services to be provided
5. Service Hours and Availability: Operating hours, coverage periods, and availability commitments
6. Service Level Targets: Specific, measurable service level targets including response times and resolution times
7. Priority Levels and Response Times: Definition of incident priority levels and associated response/resolution times
8. Communication and Reporting: Communication protocols, reporting frequency, and content requirements
9. Roles and Responsibilities: Detailed responsibilities of both service provider and client
10. Incident Management Process: Process for logging, tracking, and resolving incidents
11. Performance Monitoring: Methods and tools for monitoring service performance
12. Data Protection and Security: Security measures and data protection commitments in line with GDPR
13. Charges and Payment Terms: Pricing structure, payment terms, and billing procedures
14. Term and Termination: Duration of agreement, renewal terms, and termination conditions
15. General Terms: Standard legal provisions including liability, force majeure, and governing law
1. Transition Services: Details of service transition if taking over from another provider or internal team
2. Multi-language Support: Include when service desk needs to operate in multiple languages
3. Out-of-Hours Support: Specific provisions for support outside standard business hours
4. VIP Support Services: Special handling procedures for designated VIP users
5. Disaster Recovery: Specific procedures for service continuity during disasters
6. Knowledge Management: Procedures for maintaining and updating knowledge base
7. Service Improvement Plan: Framework for continuous service improvement
8. Third-Party Vendor Management: Procedures for managing third-party vendor interactions
9. Remote Working Support: Specific provisions for supporting remote workers
1. Schedule 1 - Service Level Metrics: Detailed breakdown of all service level metrics and measurement methods
2. Schedule 2 - Pricing and Payment Schedule: Detailed pricing structure, including any variable components
3. Schedule 3 - Escalation Matrix: Contact details and procedures for different levels of escalation
4. Schedule 4 - Technical Requirements: Technical specifications and requirements for service delivery
5. Schedule 5 - RACI Matrix: Detailed responsibility assignment matrix
6. Schedule 6 - Report Templates: Templates for regular service reports and reviews
7. Schedule 7 - Security Procedures: Detailed security protocols and requirements
8. Appendix A - Incident Categories: Detailed categorization of different types of incidents
9. Appendix B - Standard Operating Procedures: Step-by-step procedures for common service desk operations
10. Appendix C - Service Desk Tools: List and description of tools used in service delivery
Find the exact document you need
Sla (Retail)
Dutch-law governed Service Level Agreement for retail operations, defining service standards and performance metrics between providers and retail customers.
Download
SLA Request
A Dutch-law governed SLA Request document establishing service delivery standards and performance metrics between service provider and recipient.
Download
SLA Fulfillment
Dutch law-governed SLA Fulfillment agreement defining service levels, performance metrics, and delivery standards between provider and customer.
Download
SLA Administration
Dutch-law governed SLA Administration contract establishing service level management framework, performance metrics, and administrative procedures between service providers and clients.
Download
Default SLA
A Dutch law-governed Service Level Agreement defining service standards, performance metrics, and mutual obligations between service provider and customer.
Download
Basic SLA
A Dutch law-governed Basic Service Level Agreement defining service standards, performance metrics, and delivery terms between provider and customer.
Download
SLA Telecom
Dutch law-governed telecommunications Service Level Agreement defining service standards, performance metrics, and operational requirements for telecom services provision.
Download
SLA For Problem Management
Dutch-law governed SLA defining problem management services, responsibilities, and performance metrics for IT incident resolution.
Download
Missed SLA
A formal document under Dutch law addressing Service Level Agreement (SLA) breaches, outlining violation details, implications, and remediation measures.
Download
IT Service Desk SLA
Dutch-law governed IT Service Desk SLA defining service levels, performance metrics, and operational requirements for IT support services.
Download
Improved SLA
An enhanced Service Level Agreement under Dutch law establishing detailed service standards and performance metrics with improved accountability measures.
Download
Expected SLA
Dutch-law governed Service Level Agreement defining service standards, performance metrics, and mutual obligations between service provider and recipient.
Download
Agency SLA
Dutch-law governed agreement combining agency appointment with service level commitments between principal and commercial agent.
Download
SLA Production
A Dutch law-governed Service Level Agreement defining performance metrics and quality standards for production services in the Netherlands.
Download
SLA Delivery Time
A Dutch law-governed Service Level Agreement establishing delivery time commitments, performance metrics, and remedies for service delivery.
Download
Service Level Agreement For Schools
Dutch-law compliant Service Level Agreement template for educational institutions, covering service delivery, performance metrics, and data protection requirements.
Download
Tier 3 SLA
Dutch law-governed Tier 3 Service Level Agreement defining performance metrics and support requirements for non-critical IT services.
Download
SLA Uptime
Dutch-law governed Service Level Agreement (SLA) establishing uptime commitments and performance metrics for service availability, with associated remedies and reporting requirements.
Download
SLA Planning
A Dutch law-governed Service Level Agreement Planning document that establishes service delivery commitments and performance metrics between providers and clients.
Download
Sla (Healthcare)
Dutch healthcare service level agreement template compliant with Netherlands healthcare regulations and EU data protection laws.
Download
Server Level Agreement
Dutch-law governed Service Level Agreement defining service standards, performance metrics, and mutual obligations between service provider and customer.
Download
Normal SLA
A Dutch law-governed Service Level Agreement defining service standards, performance metrics, and remedies between service provider and customer.
Download
Cleaning Service Level Agreement
Dutch-law compliant service level agreement template for professional cleaning services, establishing service standards and operational requirements.
Download
SLA Warehouse
Dutch law-governed warehouse service level agreement defining performance metrics and operational standards for storage services.
Download
SLA Training
A Dutch law-governed agreement establishing service levels and quality standards for professional training services delivery.
Download
SLA Storage
Dutch-law governed Storage Service Level Agreement defining performance metrics, security requirements, and data protection measures for storage services.
Download
SLA Product Management
A Dutch law-governed Service Level Agreement defining terms and metrics for product management services, compliant with Netherlands jurisdiction requirements.
Download
SLA Level 1
A Dutch law-governed Service Level Agreement (SLA) Level 1 defining basic service standards and performance metrics between provider and customer.
Download
SLA Employee
A Dutch-law governed Service Level Agreement that sets performance standards and service expectations for employees while ensuring compliance with Netherlands employment regulations.
Download
SLA Database
Dutch-law governed Service Level Agreement for database services, defining performance metrics and compliance requirements.
Download
SLA Audit
A Dutch law-governed document establishing procedures and requirements for conducting Service Level Agreement (SLA) audits.
Download
SLA Asset Management
Dutch-law governed Service Level Agreement for Asset Management services, defining performance standards and regulatory compliance requirements under Dutch financial regulations.
Download
SLA Account Management
Dutch-law governed Service Level Agreement template for account management services, including performance metrics and service standards.
Download
SLA 99.999 Downtime
Dutch law-governed Service Level Agreement guaranteeing 99.999% service availability with comprehensive technical and legal provisions.
Download
SLA 8x5
Dutch-law governed Service Level Agreement for 8x5 service delivery, defining performance metrics and operational parameters for standard business hours support.
Download
Shipping SLA
Dutch law-governed Service Level Agreement defining performance standards and operational requirements for shipping and logistics services in the Netherlands.
Download
Latency SLA
A Dutch law-governed Service Level Agreement specifying latency requirements, measurement methods, and remedies for network or application performance.
Download
Guaranteed SLA
A Dutch law-governed agreement establishing guaranteed service levels with specific performance metrics and remedies for breach.
Download
Security Level Agreement
Dutch law-governed agreement setting security requirements and service levels between parties, incorporating Dutch and EU security and data protection regulations.
Download
Quality SLA
A Dutch law-governed agreement defining quality standards and performance metrics for service delivery, with specific service levels and remedies for non-compliance.
Download
骋别苍颈别鈥檚 Security Promise
Genie is the safest place to draft. Here鈥檚 how we prioritise your privacy and security.
Your documents are private:
We do not train on your data; 骋别苍颈别鈥檚 AI improves independently
All data stored on Genie is private to your organisation
Your documents are protected:
Your documents are protected by ultra-secure 256-bit encryption
We are ISO27001 certified, so your data is secure
Organizational security:
You retain IP ownership of your documents and their information
You have full control over your data and who gets to see it