Production Support SLA Template for Belgium

1. Disaster Recovery: Details of disaster recovery procedures, used when service includes disaster recovery support

2. Security Requirements: Specific security protocols and requirements, included when handling sensitive data or systems

3. Change Management: Procedures for handling service or system changes, included for complex production environments

4. Knowledge Transfer: Process for knowledge sharing and documentation, important for complex systems or when regular knowledge transfer is required

5. Transition Services: Procedures for service transition at start and end of contract, included when complex handover is needed

6. Business Continuity: Business continuity planning and procedures, included when continuous operation is critical

7. Third-Party Coordination: Procedures for coordinating with third-party vendors, included when multiple vendors are involved

8. Training Services: Training provisions for customer staff, included when regular training is part of the service

1. Schedule 1 - Service Descriptions: Detailed technical specifications of all support services

2. Schedule 2 - Service Level Metrics: Detailed breakdown of SLA metrics, calculations, and measurement methods

3. Schedule 3 - Price Schedule: Detailed pricing information, including base fees and additional service charges

4. Schedule 4 - Escalation Matrix: Contact details and escalation procedures for different types of incidents

5. Schedule 5 - Technical Environment: Description of supported systems, applications, and technical infrastructure

6. Schedule 6 - Report Templates: Templates for various service reports and performance metrics

7. Schedule 7 - Incident Categories: Detailed classification of incident types and their priority levels

8. Appendix A - Contact Information: Key contacts from both parties including technical and management contacts

9. Appendix B - Service Request Procedures: Detailed procedures for submitting and handling service requests