An Application Availability SLA is essential for organizations deploying critical software applications in the Netherlands, establishing clear performance expectations and accountability between service providers and customers. This document, governed by Dutch law and compliant with EU regulations, is typically used when implementing enterprise software solutions, cloud services, or mission-critical applications. The Application Availability SLA defines specific, measurable commitments for application uptime, performance metrics, and support responsiveness, while incorporating requirements from Dutch contract law, data protection regulations, and telecommunications legislation. It serves as a legally binding framework for ensuring service quality, managing expectations, and providing remedies for service disruptions.
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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 brief description of the application and service relationship
3. Definitions: Detailed definitions of technical terms, service metrics, and other key terminology used throughout the agreement
4. Service Description: Detailed description of the application and services covered by the SLA
5. Service Level Commitments: Specific availability targets, performance metrics, and measurement methodologies
6. Service Level Measurement: Methods for measuring and reporting service levels, including monitoring tools and reporting frequencies
7. Planned Maintenance: Procedures and notice requirements for scheduled maintenance activities
8. Incident Response: Response times, escalation procedures, and problem resolution processes
9. Service Credits: Calculation and application of service credits or other remedies for failing to meet SLAs
10. Force Majeure: Circumstances under which service level commitments may be excused
11. Term and Termination: Duration of the agreement and conditions for termination
12. General Provisions: Standard legal provisions including governing law, notices, and amendment procedures
1. Data Protection: Specific data protection and privacy commitments, required when personal data is processed
2. Security Requirements: Detailed security obligations and standards, recommended for applications handling sensitive data
3. Disaster Recovery: Disaster recovery and business continuity procedures, important for critical applications
4. Professional Services: Terms for additional professional services like customization or consulting
5. Service Level Reviews: Procedures for periodic review and adjustment of service levels
6. Multi-tenant Provisions: Special provisions for multi-tenant applications
7. Third-Party Dependencies: Management of third-party services that affect application availability
8. Customer Obligations: Specific customer responsibilities required for service delivery
1. Schedule 1 - Technical Specifications: Detailed technical specifications of the application and infrastructure
2. Schedule 2 - Service Level Metrics: Detailed description of all service level metrics and calculation methods
3. Schedule 3 - Support Services: Support level descriptions, contact information, and escalation procedures
4. Schedule 4 - Service Credit Calculations: Detailed formulas and examples for service credit calculations
5. Schedule 5 - Incident Priority Matrix: Classification of incidents and corresponding response times
6. Schedule 6 - Report Templates: Templates for various service level reports and notifications
7. Appendix A - Contact Information: Key contacts for both parties including technical and management escalation paths
8. Appendix B - Planned Maintenance Windows: Agreed maintenance windows and notification procedures
Relevant legal definitions
Agreement
Application
Authorized Users
Available/Availability
Business Day
Business Hours
Confidential Information
Critical Incident
Customer
Customer Data
Downtime
Emergency Maintenance
End Users
Error
Force Majeure Event
Incident
Incident Response Time
Initial Term
Maintenance Window
Major Release
Minor Release
Monthly Availability Percentage
Non-Critical Incident
Normal Business Hours
Parties
Planned Downtime
Platform
Priority Levels
Resolution Time
Response Time
Service Credits
Service Hours
Service Level Failure
Service Level Measurement Period
Service Level Objectives
Service Level Requirements
Service Levels
Service Provider
Services
System
Third-Party Dependencies
Unplanned Downtime
Uptime
Urgent Maintenance
User Authentication
Working Day
Application
Authorized Users
Available/Availability
Business Day
Business Hours
Confidential Information
Critical Incident
Customer
Customer Data
Downtime
Emergency Maintenance
End Users
Error
Force Majeure Event
Incident
Incident Response Time
Initial Term
Maintenance Window
Major Release
Minor Release
Monthly Availability Percentage
Non-Critical Incident
Normal Business Hours
Parties
Planned Downtime
Platform
Priority Levels
Resolution Time
Response Time
Service Credits
Service Hours
Service Level Failure
Service Level Measurement Period
Service Level Objectives
Service Level Requirements
Service Levels
Service Provider
Services
System
Third-Party Dependencies
Unplanned Downtime
Uptime
Urgent Maintenance
User Authentication
Working Day
Clauses
Definitions
Service Levels
Performance Monitoring
Service Credits
Maintenance
Support Services
Incident Management
Reporting
Data Protection
Confidentiality
Force Majeure
Liability
Intellectual Property
Term and Termination
Payment
Dispute Resolution
Governing Law
Assignment
Subcontracting
Notices
Amendment
Severability
Entire Agreement
Security
Disaster Recovery
Compliance
Audit Rights
Customer Obligations
Service Provider Obligations
Third Party Rights
Insurance
Warranties
Indemnification
Business Continuity
Service Levels
Performance Monitoring
Service Credits
Maintenance
Support Services
Incident Management
Reporting
Data Protection
Confidentiality
Force Majeure
Liability
Intellectual Property
Term and Termination
Payment
Dispute Resolution
Governing Law
Assignment
Subcontracting
Notices
Amendment
Severability
Entire Agreement
Security
Disaster Recovery
Compliance
Audit Rights
Customer Obligations
Service Provider Obligations
Third Party Rights
Insurance
Warranties
Indemnification
Business Continuity
Relevant Industries
Information Technology
Financial Services
Healthcare
E-commerce
Manufacturing
Professional Services
Telecommunications
Education
Government
Retail
Logistics
Insurance
Relevant Teams
Legal
Information Technology
Operations
Service Delivery
Infrastructure
Application Development
Procurement
Risk Management
Compliance
Technical Support
Quality Assurance
Vendor Management
Solution Architecture
Relevant Roles
Chief Technology Officer
IT Director
Service Delivery Manager
Application Manager
Operations Manager
Cloud Infrastructure Manager
Technical Account Manager
Procurement Manager
Legal Counsel
Risk Manager
Solutions Architect
DevOps Engineer
SLA Coordinator
Quality Assurance Manager
Compliance Officer
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