This Data Warehouse SLA is designed for organizations requiring professional data warehouse services under Dutch law. It should be used when establishing a formal agreement for the provision of data warehouse services, defining specific service levels, performance metrics, and operational requirements. The document incorporates requirements from Dutch and EU regulations, including GDPR/AVG, and addresses critical aspects such as data protection, security, availability commitments, and support levels. It's particularly relevant for organizations handling significant data volumes that require reliable storage, processing, and analysis capabilities, while ensuring regulatory compliance and clear service level commitments.
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1. Parties: Identification of the service provider and customer, including registered addresses and company details
2. Background: Context of the agreement and brief description of the data warehouse services to be provided
3. Definitions: Definitions of technical terms, service metrics, and other key terms used throughout the agreement
4. Service Description: Detailed description of the data warehouse services, including scope and exclusions
5. Service Levels: Specific, measurable service level commitments including availability, performance, and response times
6. Performance Monitoring: Methods and tools for measuring and reporting service level performance
7. Data Protection and Security: Obligations regarding data security, privacy, and compliance with GDPR/AVG requirements
8. Support and Maintenance: Description of support services, maintenance windows, and incident response procedures
9. Fees and Payment: Pricing, payment terms, and any service credits for SLA violations
10. Term and Termination: Duration of the agreement, renewal terms, and termination rights
11. Liability and Indemnification: Allocation of risks, limitation of liability, and indemnification obligations
12. General Provisions: Standard legal provisions including governing law, dispute resolution, and notices
1. Disaster Recovery: Detailed disaster recovery procedures and commitments, required for critical data storage services
2. Data Migration: Processes for initial data migration and exit migration, needed when dealing with existing data
3. Change Management: Procedures for implementing changes to services or specifications, recommended for complex implementations
4. Compliance Requirements: Specific regulatory compliance obligations, needed for regulated industries
5. Multi-tenant Provisions: Specific provisions for shared infrastructure environments, required for multi-tenant solutions
6. Business Continuity: Business continuity commitments and procedures, recommended for critical services
7. Subcontractors: Terms governing the use of subcontractors, needed if subcontractors will be used
1. Service Level Specifications: Detailed technical specifications of service levels, measurement methods, and reporting
2. Security Requirements: Detailed security requirements, protocols, and compliance standards
3. Pricing Schedule: Detailed pricing information, including service credits and penalty calculations
4. Technical Architecture: Technical specifications of the data warehouse architecture and infrastructure
5. Support Procedures: Detailed support procedures, escalation paths, and contact information
6. Data Processing Agreement: GDPR-compliant data processing terms and conditions
7. Exit Plan: Detailed procedures for service termination and data transition
8. Service Credit Calculation: Formulas and procedures for calculating service credits for SLA violations
Relevant legal definitions
Agreement
Authorized Users
Availability
Business Day
Business Hours
Confidential Information
Core Hours
Customer Data
Data Breach
Data Processing Agreement
Data Protection Laws
Data Subject
Data Warehouse
Disaster
Disaster Recovery Plan
Documentation
Downtime
Emergency Maintenance
Fees
Force Majeure Event
GDPR/AVG
Incident
Initial Term
Intellectual Property Rights
Maintenance Window
Mean Time to Respond
Mean Time to Resolve
Monitoring Tools
Personal Data
Platform
Priority Levels
Processing
Recovery Point Objective
Recovery Time Objective
Response Time
Scheduled Maintenance
Security Requirements
Service Credits
Service Hours
Service Levels
Service Provider
Services
Severity Levels
Support Services
System
Technical Requirements
Third Party Applications
Uptime
User Documentation
Working Hours
Authorized Users
Availability
Business Day
Business Hours
Confidential Information
Core Hours
Customer Data
Data Breach
Data Processing Agreement
Data Protection Laws
Data Subject
Data Warehouse
Disaster
Disaster Recovery Plan
Documentation
Downtime
Emergency Maintenance
Fees
Force Majeure Event
GDPR/AVG
Incident
Initial Term
Intellectual Property Rights
Maintenance Window
Mean Time to Respond
Mean Time to Resolve
Monitoring Tools
Personal Data
Platform
Priority Levels
Processing
Recovery Point Objective
Recovery Time Objective
Response Time
Scheduled Maintenance
Security Requirements
Service Credits
Service Hours
Service Levels
Service Provider
Services
Severity Levels
Support Services
System
Technical Requirements
Third Party Applications
Uptime
User Documentation
Working Hours
Clauses
Service Levels
Performance Metrics
Data Protection
Security Requirements
Confidentiality
Service Availability
Support Services
Maintenance
Disaster Recovery
Business Continuity
Payment Terms
Service Credits
Liability
Indemnification
Force Majeure
Term and Termination
Intellectual Property
Compliance
Audit Rights
Change Management
Dispute Resolution
Data Processing
Subcontracting
Insurance
Warranties
Notice Requirements
Assignment
Governing Law
Exit Management
Service Reporting
Performance Metrics
Data Protection
Security Requirements
Confidentiality
Service Availability
Support Services
Maintenance
Disaster Recovery
Business Continuity
Payment Terms
Service Credits
Liability
Indemnification
Force Majeure
Term and Termination
Intellectual Property
Compliance
Audit Rights
Change Management
Dispute Resolution
Data Processing
Subcontracting
Insurance
Warranties
Notice Requirements
Assignment
Governing Law
Exit Management
Service Reporting
Relevant Industries
Information Technology
Financial Services
Healthcare
Retail
Manufacturing
Logistics
Insurance
Telecommunications
Professional Services
Government
Education
Relevant Teams
Legal
Information Technology
Data & Analytics
Information Security
Procurement
Risk & Compliance
Operations
Business Intelligence
Infrastructure
Service Management
Relevant Roles
Chief Technology Officer
IT Director
Data Protection Officer
Chief Information Officer
Legal Counsel
Procurement Manager
IT Service Manager
Data Warehouse Manager
Information Security Manager
Contract Manager
Business Intelligence Manager
Technical Operations Manager
Risk & Compliance Manager
Enterprise Architect
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