This Latency SLA template is designed for use in the Netherlands, providing a comprehensive framework for establishing and maintaining specific performance standards for network or application response times. The document is essential when parties need to establish legally binding commitments regarding service speed and reliability, particularly in technology-dependent operations. It includes detailed technical specifications, measurement methodologies, reporting requirements, and compensation mechanisms for breach of service levels. The agreement is structured to comply with Dutch legal requirements while incorporating international best practices for technical service delivery. This Latency SLA is particularly relevant for services where millisecond-level response times are critical to business operations, such as financial trading platforms, online gaming, or real-time data processing systems.
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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, including the service provider's business and customer's requirements
3. Definitions: Detailed definitions of technical terms, particularly latency metrics, measurement periods, and service-related terminology
4. Service Levels: Core latency commitments, including specific metrics, measurement methods, and acceptable thresholds
5. Service Credits: Calculation and application of credits for service level breaches
6. Measurement and Reporting: Methods and frequency of latency measurements, reporting procedures, and verification processes
7. Exclusions: Circumstances where service levels don't apply, such as planned maintenance or force majeure events
8. Resolution and Response Times: Timeline commitments for addressing and resolving latency issues
9. Customer Obligations: Customer responsibilities necessary for service delivery and measurement
10. Term and Termination: Duration of the agreement and circumstances for termination
11. Governing Law and Jurisdiction: Confirmation of Dutch law governance and jurisdiction for disputes
1. Security Requirements: Include when service involves sensitive data or specific security protocols
2. Disaster Recovery: Add when business continuity is critical and specific recovery time objectives are needed
3. Multi-location Services: Include when service is delivered across multiple geographic locations with different metrics
4. Change Management: Add when frequent technical or service changes are anticipated
5. Performance Optimization: Include when continuous improvement processes are part of the service
6. Third-Party Dependencies: Add when service delivery depends on third-party providers
7. Data Processing Terms: Include when personal data processing is involved (GDPR compliance)
1. Technical Specifications: Detailed technical parameters of the service, including network configurations and measurement points
2. Service Level Calculations: Detailed formulas and methods for calculating latency and service credits
3. Measurement Tools and Procedures: Specific tools, methodologies, and procedures used for latency measurement
4. Reporting Templates: Standard formats for regular service level reports and incident reports
5. Escalation Matrix: Contact details and procedures for different levels of issue escalation
6. Pricing and Credits Schedule: Detailed pricing structure and service credit calculations
7. Network Architecture: Technical diagrams and descriptions of network setup relevant to latency measurements
Relevant legal definitions
Clauses
Relevant Industries
Information Technology
Telecommunications
Financial Services
Healthcare
E-commerce
Gaming and Entertainment
Manufacturing
Logistics and Supply Chain
Cloud Services
Media and Broadcasting
Online Retail
Digital Services
Relevant Teams
Legal
Information Technology
Network Operations
Service Delivery
Technical Support
Infrastructure
Cloud Operations
Performance Engineering
Quality Assurance
Procurement
Contract Management
Solutions Architecture
Relevant Roles
Chief Technology Officer
Network Operations Manager
Service Delivery Manager
Technical Account Manager
Solutions Architect
Network Engineer
Performance Engineer
Contract Manager
IT Director
Operations Director
Legal Counsel
Procurement Manager
Quality Assurance Manager
Infrastructure Manager
Cloud Services Manager
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