The Corporate Level SLA serves as a master agreement for establishing and managing service relationships between organizations operating under Dutch jurisdiction. This document is particularly crucial when implementing enterprise-wide service arrangements that affect multiple business units or group companies. It provides a comprehensive framework for service delivery, performance management, and governance, incorporating requirements from Dutch contract law, EU regulations (including GDPR), and industry-specific standards. The agreement is designed to address complex service relationships where corporate-wide consistency, scalability, and standardization are essential. It includes detailed provisions for service levels, performance monitoring, remedy mechanisms, and operational procedures, making it suitable for large-scale service arrangements where clear accountability and measurable outcomes are required.
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1. Parties: Identification of the service provider and customer, including full legal names, registration numbers, and registered addresses
2. Background: Context of the agreement, relationship between parties, and general purpose of the SLA
3. Definitions: Detailed definitions of technical terms, service-related terminology, and other key concepts used throughout the agreement
4. Services Overview: High-level description of services covered by the SLA
5. Service Levels: Detailed service level commitments, including availability, performance metrics, and measurement methodologies
6. Performance Monitoring: Procedures for monitoring and reporting service performance
7. Service Credits: Calculation and application of service credits or other remedies for failure to meet service levels
8. Support Services: Description of support services, including help desk, incident management, and response times
9. Change Management: Procedures for requesting, approving, and implementing changes to services
10. Security Requirements: Security obligations and standards for service delivery
11. Data Protection: GDPR compliance measures and data handling requirements
12. Business Continuity: Disaster recovery and business continuity provisions
13. Governance: Service management, meeting schedules, and escalation procedures
14. Charges: Pricing, payment terms, and invoicing procedures
15. Term and Termination: Duration of agreement, renewal terms, and termination provisions
16. General Provisions: Standard legal clauses including liability, force majeure, and governing law
1. Regulatory Compliance: Specific regulatory requirements for regulated industries (e.g., financial services, healthcare)
2. Environmental Standards: Green IT and sustainability requirements, relevant for environmentally conscious organizations
3. Staff and Subcontractors: Requirements for service provider personnel and subcontractor management, if relevant
4. Innovation and Continuous Improvement: Provisions for service enhancement and technological advancement
5. Multi-vendor Integration: Procedures for coordination with other service providers in multi-vendor environments
6. Cloud Services: Specific provisions for cloud-based services, including data location and cloud security
7. Intellectual Property Rights: Detailed IP provisions if service involves software development or content creation
8. Exit Management: Detailed transition provisions for service termination or provider change
1. Schedule 1 - Service Descriptions: Detailed technical specifications of each service component
2. Schedule 2 - Service Level Specifications: Detailed metrics, measurement methods, and reporting requirements
3. Schedule 3 - Pricing and Charging: Detailed pricing models, rate cards, and charging calculations
4. Schedule 4 - Service Management Procedures: Operational procedures, escalation matrices, and contact details
5. Schedule 5 - Security Standards: Detailed security requirements, protocols, and compliance standards
6. Schedule 6 - RACI Matrix: Responsibility assignment matrix for service delivery and management
7. Appendix A - Technical Architecture: Technical diagrams and infrastructure specifications
8. Appendix B - Report Templates: Standard formats for service reporting and performance measurement
9. Appendix C - Service Credit Calculations: Detailed formulas and examples for service credit calculations
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