This SLA Incident Response Time agreement is designed for use in the Belgian market, where organizations require formal commitments regarding the speed and efficiency of incident handling by their service providers. The document establishes legally binding response time obligations, taking into account Belgian commercial law and EU regulations. It is particularly relevant in today's digital economy where system availability and quick problem resolution are critical for business operations. The agreement includes clear definitions of incident priorities, response time commitments, measurement methodologies, and consequences of non-compliance. It serves as a crucial tool for managing service provider relationships and ensuring accountability in incident management processes.
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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 nature of services being provided and general purpose of the SLA
3. Definitions: Definitions of key terms including 'Incident', 'Response Time', 'Resolution Time', 'Priority Levels', and other technical terms
4. Service Hours: Specification of hours during which the service and incident response will be provided
5. Incident Classification: Definition and criteria for different incident priority levels (e.g., P1-Critical, P2-High, P3-Medium, P4-Low)
6. Response Time Commitments: Detailed response time obligations for each incident priority level
7. Resolution Time Targets: Target times for incident resolution based on priority levels
8. Incident Management Process: Step-by-step process for incident reporting, escalation, and handling
9. Service Level Measurement: Methods for measuring and calculating response time performance
10. Reporting and Review: Frequency and format of service level reporting and review meetings
11. Penalties and Credits: Financial implications of missing response time targets
12. Term and Termination: Duration of the agreement and termination provisions
1. Business Hours Premium Support: Additional provisions for enhanced support during business hours, used when customer requires priority handling
2. 24/7 Support Services: Extended support coverage terms, included when round-the-clock support is required
3. Major Incident Procedure: Special procedures for handling major incidents, included for critical service agreements
4. Customer Obligations: Specific customer responsibilities, included when customer participation is crucial for incident resolution
5. Security Requirements: Special security measures during incident handling, included for sensitive operations
6. Disaster Recovery: Additional provisions for service continuity during disasters, included for critical services
7. Third-Party Vendor Management: Terms for managing incidents involving third-party vendors, included when relevant
8. Training and Documentation: Requirements for staff training and documentation, included for complex service arrangements
1. Schedule 1 - Service Description: Detailed description of services covered by the incident response requirements
2. Schedule 2 - Priority Level Definitions: Detailed criteria and examples for each incident priority level
3. Schedule 3 - Response Time Matrix: Detailed matrix showing response times for different priority levels and time periods
4. Schedule 4 - Escalation Procedures: Detailed escalation paths and contact information
5. Schedule 5 - Service Credits Calculation: Detailed calculation method for service credits or penalties
6. Appendix A - Incident Report Template: Standard template for reporting incidents
7. Appendix B - Contact Details: List of key contacts for both parties
8. Appendix C - Technical Support Procedures: Detailed technical procedures for incident handling
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