This Basic SLA template is designed for use in the Netherlands, providing a standardized framework for service delivery agreements while ensuring compliance with Dutch legal requirements and EU regulations. It is particularly suitable for businesses establishing new service relationships or formalizing existing service arrangements. The document incorporates essential elements required under Dutch contract law, including service definitions, performance metrics, remedies, and dispute resolution mechanisms. This Basic SLA template is structured to accommodate various service types while maintaining sufficient detail to create legally binding obligations. It includes provisions for service level measurements, reporting requirements, and credit mechanisms, making it suitable for both straightforward service arrangements and as a foundation for more complex service relationships.
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1. Parties: Identification and details of the service provider and customer, including registered addresses and company details
2. Background: Context of the agreement and brief description of the services to be provided
3. Definitions: Definitions of key terms used throughout the agreement
4. Services: Detailed description of the services to be provided
5. Service Levels: Specific performance metrics and standards that the service provider commits to meet
6. Performance Monitoring: Methods and frequency of measuring and reporting service performance
7. Support and Maintenance: Details of support services, including response times and maintenance windows
8. Customer Obligations: Requirements and responsibilities of the customer
9. Fees and Payment: Pricing, payment terms, and billing procedures
10. Term and Termination: Duration of the agreement and circumstances for termination
11. Service Credits: Compensation mechanism for service level failures
12. Liability and Indemnification: Limitations of liability and indemnification obligations
13. Confidentiality: Protection of confidential information
14. Force Majeure: Provisions for unforeseen circumstances beyond parties' control
15. Governing Law and Jurisdiction: Specification of Dutch law as governing law and jurisdiction for disputes
1. Data Protection: Required if personal data processing is involved, detailing GDPR compliance measures
2. Disaster Recovery: Include for critical services requiring specific recovery procedures
3. Security Requirements: Add for services involving sensitive data or systems
4. Change Management: Include for services likely to require modifications over time
5. Intellectual Property Rights: Required if service involves creation or use of intellectual property
6. Insurance: Include for high-risk or high-value services
7. Subcontracting: Add if service provider may need to subcontract certain services
8. Exit Management: Include for complex services requiring detailed transition arrangements
1. Service Description Schedule: Detailed technical specifications of services
2. Service Level Metrics: Detailed performance metrics, measurement methods, and reporting requirements
3. Fee Schedule: Detailed pricing, including any variable elements and calculation methods
4. Support Procedures: Detailed support processes, escalation procedures, and contact information
5. Technical Requirements: Customer's technical requirements and specifications
6. Service Credits Calculation: Detailed method for calculating service credits for performance failures
7. Approved Subcontractors: List of approved subcontractors if applicable
Relevant legal definitions
Agreement
Service(s)
Service Hours
Service Level(s)
Service Credit(s)
Response Time
Resolution Time
Business Day
Business Hours
Scheduled Maintenance
Emergency Maintenance
Service Period
Commencement Date
Initial Term
Renewal Term
Force Majeure Event
Incident
Critical Incident
Major Incident
Minor Incident
Monthly Service Fee
Performance Report
Service Level Failure
Service Level Measurement Period
Support Services
System
Planned Downtime
Unplanned Downtime
Availability
Documentation
Intellectual Property Rights
Confidential Information
Customer Data
Personal Data
Processing
Service Location
Specified Equipment
Support Request
Working Hours
Service Provider Personnel
Customer Representative
Help Desk
Maintenance Window
Service Credits Cap
Service Level Target
Response
Resolution
Service(s)
Service Hours
Service Level(s)
Service Credit(s)
Response Time
Resolution Time
Business Day
Business Hours
Scheduled Maintenance
Emergency Maintenance
Service Period
Commencement Date
Initial Term
Renewal Term
Force Majeure Event
Incident
Critical Incident
Major Incident
Minor Incident
Monthly Service Fee
Performance Report
Service Level Failure
Service Level Measurement Period
Support Services
System
Planned Downtime
Unplanned Downtime
Availability
Documentation
Intellectual Property Rights
Confidential Information
Customer Data
Personal Data
Processing
Service Location
Specified Equipment
Support Request
Working Hours
Service Provider Personnel
Customer Representative
Help Desk
Maintenance Window
Service Credits Cap
Service Level Target
Response
Resolution
Clauses
Definitions
Services Scope
Service Levels
Performance Monitoring
Support Services
Customer Obligations
Fees and Payment
Service Credits
Term and Duration
Termination
Confidentiality
Data Protection
Intellectual Property
Liability
Force Majeure
Insurance
Assignment
Notices
Dispute Resolution
Governing Law
Entire Agreement
Amendments
Severability
Third Party Rights
Waiver
Compliance with Laws
Audit Rights
Personnel
Reporting
Change Management
Services Scope
Service Levels
Performance Monitoring
Support Services
Customer Obligations
Fees and Payment
Service Credits
Term and Duration
Termination
Confidentiality
Data Protection
Intellectual Property
Liability
Force Majeure
Insurance
Assignment
Notices
Dispute Resolution
Governing Law
Entire Agreement
Amendments
Severability
Third Party Rights
Waiver
Compliance with Laws
Audit Rights
Personnel
Reporting
Change Management
Relevant Industries
Information Technology
Software Development
Cloud Computing
Telecommunications
Professional Services
Financial Services
Healthcare Technology
E-commerce
Manufacturing
Logistics
Education Technology
Consulting Services
Relevant Teams
Legal
Information Technology
Operations
Procurement
Service Delivery
Commercial
Account Management
Vendor Management
Quality Assurance
Contract Administration
Risk Management
Compliance
Relevant Roles
IT Manager
Service Delivery Manager
Operations Director
Contract Manager
Procurement Manager
Legal Counsel
Commercial Director
Account Manager
Business Development Manager
Chief Technology Officer
Chief Information Officer
Vendor Manager
Service Operations Manager
Quality Assurance Manager
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