The Customer Based Service Level Agreement serves as a crucial document for organizations providing services to consumers in the Netherlands, establishing clear expectations and obligations between service providers and their customers. This agreement type is particularly relevant in today's digital service economy, where clear performance metrics and service standards are essential for customer satisfaction and legal compliance. The document incorporates requirements from Dutch consumer protection laws, the Dutch Civil Code, and EU regulations (including GDPR), making it suitable for both domestic and EU-wide service provisions. It is designed to protect both the service provider's interests and consumer rights, while ensuring transparency in service delivery, performance measurement, and issue resolution procedures.
Your data doesn't train Genie's AI
You keep IP ownership of your information
Thank you! Your submission has been received!
Oops! Something went wrong while submitting the form.
OR
Let Genie AI's market-leading legal AI identify missing terms, unusual language, compliance issues and more - in just seconds.
Upload your Doc
1. Parties: Identification of the service provider and the customer, including full legal names and addresses
2. Background: Context of the agreement and brief description of the services to be provided
3. Definitions: Clear definitions of technical terms, service metrics, and other key terminology used throughout the agreement
4. Service Description: Detailed description of the services to be provided, including scope and limitations
5. Service Levels: Specific, measurable performance standards and service levels that the provider commits to maintain
6. Performance Monitoring: Methods and tools used to measure and monitor service performance
7. Response and Resolution Times: Specified timeframes for responding to and resolving different categories of issues
8. Customer Support: Details of support services, including hours of operation and contact methods
9. Customer Obligations: Customer responsibilities and requirements for enabling service delivery
10. Reporting: Type, frequency, and format of performance reports to be provided
11. Service Credits: Compensation mechanism for service level failures, including calculation methods
12. Data Protection: GDPR-compliant provisions for handling personal data and ensuring data security
13. Confidentiality: Provisions for protecting confidential information of both parties
14. Term and Termination: Duration of the agreement and conditions for termination
15. Liability and Indemnification: Limitations of liability and indemnification obligations
16. Force Majeure: Provisions for handling circumstances beyond reasonable control
17. Governing Law: Specification of Dutch law as governing law and jurisdiction
1. Change Management: Procedures for requesting and implementing changes to services - include when services are likely to evolve
2. Disaster Recovery: Procedures for service recovery in case of major incidents - include for critical services
3. Security Requirements: Specific security standards and requirements - include for services involving sensitive data
4. Service Level Reviews: Periodic review procedures for service levels - include for long-term agreements
5. Escalation Procedures: Detailed escalation paths for unresolved issues - include for complex services
6. Training and Documentation: Requirements for user training and documentation - include for technical services
7. Transition Services: Provisions for service transition at termination - include for critical business services
8. Subcontractor Management: Rules regarding use and management of subcontractors - include when subcontractors may be used
1. Schedule 1 - Service Descriptions: Detailed technical specifications of each service component
2. Schedule 2 - Service Level Metrics: Detailed performance metrics, targets, and measurement methods
3. Schedule 3 - Fee Schedule: Pricing, payment terms, and service credit calculations
4. Schedule 4 - Support Procedures: Detailed support processes, escalation paths, and contact information
5. Schedule 5 - Technical Requirements: Technical specifications and requirements for service delivery
6. Appendix A - Incident Categories: Classification and definitions of different types of service incidents
7. Appendix B - Report Templates: Standard formats for various service reports
8. Appendix C - Contact Matrix: Key contacts and roles for both parties
Relevant legal definitions
Agreement
Service
Service Hours
Service Level
Service Credit
Response Time
Resolution Time
Incident
Critical Incident
Major Incident
Minor Incident
Maintenance Window
Planned Maintenance
Emergency Maintenance
Uptime
Downtime
Availability
Performance Metrics
Monitoring Period
Reporting Period
Support Request
Customer Data
Personal Data
Processing
Service Provider
Customer
Authorized User
Service Credits
Service Level Failure
Response Time
Resolution Time
Business Day
Business Hours
Help Desk
Support Services
System
Platform
Infrastructure
Documentation
Confidential Information
Force Majeure Event
Intellectual Property Rights
Service Level Objective (SLO)
Service Level Agreement (SLA)
Service Level Indicator (SLI)
Root Cause Analysis
Escalation Path
Change Request
Third-Party Service Provider
Security Incident
Backup
Recovery Point Objective (RPO)
Recovery Time Objective (RTO)
Service Commencement Date
Term
Termination Date
Service Fee
Quality of Service
Service
Service Hours
Service Level
Service Credit
Response Time
Resolution Time
Incident
Critical Incident
Major Incident
Minor Incident
Maintenance Window
Planned Maintenance
Emergency Maintenance
Uptime
Downtime
Availability
Performance Metrics
Monitoring Period
Reporting Period
Support Request
Customer Data
Personal Data
Processing
Service Provider
Customer
Authorized User
Service Credits
Service Level Failure
Response Time
Resolution Time
Business Day
Business Hours
Help Desk
Support Services
System
Platform
Infrastructure
Documentation
Confidential Information
Force Majeure Event
Intellectual Property Rights
Service Level Objective (SLO)
Service Level Agreement (SLA)
Service Level Indicator (SLI)
Root Cause Analysis
Escalation Path
Change Request
Third-Party Service Provider
Security Incident
Backup
Recovery Point Objective (RPO)
Recovery Time Objective (RTO)
Service Commencement Date
Term
Termination Date
Service Fee
Quality of Service
Clauses
Parties
Definitions
Service Description
Service Levels
Performance Standards
Response Times
Resolution Times
Customer Support
Monitoring
Reporting
Service Credits
Customer Obligations
Provider Obligations
Data Protection
Privacy
Confidentiality
Intellectual Property
Payment Terms
Service Credits
Liability
Limitation of Liability
Force Majeure
Term
Termination
Early Termination
Dispute Resolution
Governing Law
Assignment
Subcontracting
Notice
Entire Agreement
Severability
Amendment
Waiver
Consumer Rights
Data Security
Business Continuity
Disaster Recovery
Service Availability
Quality Assurance
Maintenance
Emergency Maintenance
Change Management
Escalation Procedures
Audit Rights
Insurance
Compliance with Laws
Service Level Reviews
Communication
Documentation
Training
Transition Services
Definitions
Service Description
Service Levels
Performance Standards
Response Times
Resolution Times
Customer Support
Monitoring
Reporting
Service Credits
Customer Obligations
Provider Obligations
Data Protection
Privacy
Confidentiality
Intellectual Property
Payment Terms
Service Credits
Liability
Limitation of Liability
Force Majeure
Term
Termination
Early Termination
Dispute Resolution
Governing Law
Assignment
Subcontracting
Notice
Entire Agreement
Severability
Amendment
Waiver
Consumer Rights
Data Security
Business Continuity
Disaster Recovery
Service Availability
Quality Assurance
Maintenance
Emergency Maintenance
Change Management
Escalation Procedures
Audit Rights
Insurance
Compliance with Laws
Service Level Reviews
Communication
Documentation
Training
Transition Services
Relevant Industries
Information Technology
Cloud Services
Telecommunications
Software as a Service
Managed Services
Healthcare Technology
Financial Technology
E-commerce
Digital Marketing
Professional Services
Utilities
Internet Service Providers
Cloud Storage
Security Services
Business Process Outsourcing
Relevant Teams
Legal
Compliance
Customer Success
Service Delivery
Operations
Technical Support
Quality Assurance
Risk Management
Commercial
Contract Management
Data Protection
Customer Experience
Service Operations
Account Management
Business Development
Relevant Roles
Service Delivery Manager
Customer Success Manager
Legal Counsel
Compliance Officer
Operations Director
Technical Account Manager
Quality Assurance Manager
Contract Manager
Business Development Manager
Risk Manager
Customer Experience Director
IT Service Manager
Commercial Director
Data Protection Officer
Service Operations Manager
Find the exact document you need
Sla (Retail)
Dutch-law governed Service Level Agreement for retail operations, defining service standards and performance metrics between providers and retail customers.
find out more
SLA Request
A Dutch-law governed SLA Request document establishing service delivery standards and performance metrics between service provider and recipient.
find out more
SLA Fulfillment
Dutch law-governed SLA Fulfillment agreement defining service levels, performance metrics, and delivery standards between provider and customer.
find out more
SLA Administration
Dutch-law governed SLA Administration contract establishing service level management framework, performance metrics, and administrative procedures between service providers and clients.
find out more
Default SLA
A Dutch law-governed Service Level Agreement defining service standards, performance metrics, and mutual obligations between service provider and customer.
find out more
Basic SLA
A Dutch law-governed Basic Service Level Agreement defining service standards, performance metrics, and delivery terms between provider and customer.
find out more
SLA Telecom
Dutch law-governed telecommunications Service Level Agreement defining service standards, performance metrics, and operational requirements for telecom services provision.
find out more
SLA For Problem Management
Dutch-law governed SLA defining problem management services, responsibilities, and performance metrics for IT incident resolution.
find out more
Missed SLA
A formal document under Dutch law addressing Service Level Agreement (SLA) breaches, outlining violation details, implications, and remediation measures.
find out more
IT Service Desk SLA
Dutch-law governed IT Service Desk SLA defining service levels, performance metrics, and operational requirements for IT support services.
find out more
Improved SLA
An enhanced Service Level Agreement under Dutch law establishing detailed service standards and performance metrics with improved accountability measures.
find out more
Expected SLA
Dutch-law governed Service Level Agreement defining service standards, performance metrics, and mutual obligations between service provider and recipient.
find out more
Agency SLA
Dutch-law governed agreement combining agency appointment with service level commitments between principal and commercial agent.
find out more
SLA Production
A Dutch law-governed Service Level Agreement defining performance metrics and quality standards for production services in the Netherlands.
find out more
SLA Delivery Time
A Dutch law-governed Service Level Agreement establishing delivery time commitments, performance metrics, and remedies for service delivery.
find out more
Service Level Agreement For Schools
Dutch-law compliant Service Level Agreement template for educational institutions, covering service delivery, performance metrics, and data protection requirements.
find out more
Tier 3 SLA
Dutch law-governed Tier 3 Service Level Agreement defining performance metrics and support requirements for non-critical IT services.
find out more
SLA Uptime
Dutch-law governed Service Level Agreement (SLA) establishing uptime commitments and performance metrics for service availability, with associated remedies and reporting requirements.
find out more
SLA Planning
A Dutch law-governed Service Level Agreement Planning document that establishes service delivery commitments and performance metrics between providers and clients.
find out more
Sla (Healthcare)
Dutch healthcare service level agreement template compliant with Netherlands healthcare regulations and EU data protection laws.
find out more
Server Level Agreement
Dutch-law governed Service Level Agreement defining service standards, performance metrics, and mutual obligations between service provider and customer.
find out more
Normal SLA
A Dutch law-governed Service Level Agreement defining service standards, performance metrics, and remedies between service provider and customer.
find out more
Cleaning Service Level Agreement
Dutch-law compliant service level agreement template for professional cleaning services, establishing service standards and operational requirements.
find out more
SLA Warehouse
Dutch law-governed warehouse service level agreement defining performance metrics and operational standards for storage services.
find out more
SLA Training
A Dutch law-governed agreement establishing service levels and quality standards for professional training services delivery.
find out more
SLA Storage
Dutch-law governed Storage Service Level Agreement defining performance metrics, security requirements, and data protection measures for storage services.
find out more
SLA Product Management
A Dutch law-governed Service Level Agreement defining terms and metrics for product management services, compliant with Netherlands jurisdiction requirements.
find out more
SLA Level 1
A Dutch law-governed Service Level Agreement (SLA) Level 1 defining basic service standards and performance metrics between provider and customer.
find out more
SLA Employee
A Dutch-law governed Service Level Agreement that sets performance standards and service expectations for employees while ensuring compliance with Netherlands employment regulations.
find out more
SLA Database
Dutch-law governed Service Level Agreement for database services, defining performance metrics and compliance requirements.
find out more
SLA Audit
A Dutch law-governed document establishing procedures and requirements for conducting Service Level Agreement (SLA) audits.
find out more
SLA Asset Management
Dutch-law governed Service Level Agreement for Asset Management services, defining performance standards and regulatory compliance requirements under Dutch financial regulations.
find out more
SLA Account Management
Dutch-law governed Service Level Agreement template for account management services, including performance metrics and service standards.
find out more
SLA 99.999 Downtime
Dutch law-governed Service Level Agreement guaranteeing 99.999% service availability with comprehensive technical and legal provisions.
find out more
SLA 8x5
Dutch-law governed Service Level Agreement for 8x5 service delivery, defining performance metrics and operational parameters for standard business hours support.
find out more
Shipping SLA
Dutch law-governed Service Level Agreement defining performance standards and operational requirements for shipping and logistics services in the Netherlands.
find out more
Latency SLA
A Dutch law-governed Service Level Agreement specifying latency requirements, measurement methods, and remedies for network or application performance.
find out more
Guaranteed SLA
A Dutch law-governed agreement establishing guaranteed service levels with specific performance metrics and remedies for breach.
find out more
Security Level Agreement
Dutch law-governed agreement setting security requirements and service levels between parties, incorporating Dutch and EU security and data protection regulations.
find out more
Quality SLA
A Dutch law-governed agreement defining quality standards and performance metrics for service delivery, with specific service levels and remedies for non-compliance.
find out more
Genie’s Security Promise
Genie is the safest place to draft. Here’s how we prioritise your privacy and security.
Your documents are private:
We do not train on your data; Genie’s AI improves independently
All data stored on Genie is private to your organisation
Your documents are protected:
Your documents are protected by ultra-secure 256-bit encryption
We are ISO27001 certified, so your data is secure
Organizational security:
You retain IP ownership of your documents and their information
You have full control over your data and who gets to see it
.png)
.png)