The Easy SLA template addresses the growing need for straightforward, legally sound service level agreements in the Dutch market. It is specifically designed for situations where parties require clear service commitments without the complexity often found in comprehensive SLAs. This document type is particularly valuable for technology services, cloud solutions, and professional services where defined performance metrics and response times are essential. The Easy SLA incorporates key requirements under Dutch law and EU regulations while maintaining accessibility for both technical and business stakeholders. It serves as an efficient tool for establishing service standards, measuring performance, and defining remedies, while being adaptable across various service-based industries.
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1. Parties: Identification of the service provider and customer, including full legal names and registered addresses
2. Background: Brief context of the agreement and the services to be provided
3. Definitions: Key terms used throughout the agreement, including technical terms and service-specific vocabulary
4. Service Description: Clear outline of the services to be provided, including scope and basic deliverables
5. Service Levels: Specific, measurable performance targets and quality standards
6. Response and Resolution Times: Timeframes for responding to and resolving various types of issues
7. Service Availability: Guaranteed uptime percentage and maintenance windows
8. Monitoring and Reporting: How service levels will be measured and reported
9. Support Services: Description of support channels and hours of operation
10. Customer Obligations: Customer responsibilities and requirements for service delivery
11. Service Credits: Compensation mechanism for service level failures
12. Term and Termination: Duration of the agreement and termination provisions
13. Governing Law: Confirmation of Dutch law application and jurisdiction
1. Data Protection: Detailed GDPR compliance measures, necessary when personal data is processed
2. Disaster Recovery: Business continuity and disaster recovery procedures, recommended for critical services
3. Security Requirements: Specific security measures and compliance requirements, important for sensitive data handling
4. Change Management: Procedures for implementing service or requirement changes, useful for dynamic services
5. Escalation Procedures: Detailed escalation paths for serious issues, recommended for complex services
6. Service Level Reviews: Periodic review and adjustment of service levels, useful for long-term agreements
1. Schedule 1 - Service Specifications: Detailed technical specifications of the services
2. Schedule 2 - Service Level Metrics: Detailed performance metrics and measurement methodologies
3. Schedule 3 - Fee Schedule: Pricing details and payment terms
4. Schedule 4 - Support Procedures: Detailed support processes and contact information
5. Schedule 5 - Service Credit Calculations: Detailed formulas and examples for service credit calculations
6. Appendix A - Incident Priority Levels: Classification and examples of different incident priority levels
Relevant legal definitions
Agreement
Service
Service Hours
Service Levels
Service Credits
Response Time
Resolution Time
Business Day
Business Hours
Incident
Critical Incident
Maintenance Window
Planned Downtime
Unplanned Downtime
Service Availability
Support Services
Service Request
Performance Metrics
Monitoring Period
Monthly Service Report
Customer
Service Provider
Authorized Users
Documentation
Force Majeure
Intellectual Property Rights
Confidential Information
Personal Data
Support Desk
Escalation Procedure
Service
Service Hours
Service Levels
Service Credits
Response Time
Resolution Time
Business Day
Business Hours
Incident
Critical Incident
Maintenance Window
Planned Downtime
Unplanned Downtime
Service Availability
Support Services
Service Request
Performance Metrics
Monitoring Period
Monthly Service Report
Customer
Service Provider
Authorized Users
Documentation
Force Majeure
Intellectual Property Rights
Confidential Information
Personal Data
Support Desk
Escalation Procedure
Clauses
Service Description
Service Levels
Performance Standards
Support Services
Response Times
Service Availability
Service Credits
Monitoring and Reporting
Customer Obligations
Provider Obligations
Payment Terms
Confidentiality
Data Protection
Intellectual Property
Liability
Force Majeure
Term and Termination
Dispute Resolution
Governing Law
Assignment
Notices
Entire Agreement
Amendments
Severability
Third Party Rights
Business Continuity
Security Requirements
Audit Rights
Service Levels
Performance Standards
Support Services
Response Times
Service Availability
Service Credits
Monitoring and Reporting
Customer Obligations
Provider Obligations
Payment Terms
Confidentiality
Data Protection
Intellectual Property
Liability
Force Majeure
Term and Termination
Dispute Resolution
Governing Law
Assignment
Notices
Entire Agreement
Amendments
Severability
Third Party Rights
Business Continuity
Security Requirements
Audit Rights
Relevant Industries
Information Technology
Software Development
Cloud Computing
Telecommunications
Professional Services
Financial Services
Healthcare Technology
E-commerce
Digital Marketing
Manufacturing
Education Technology
Consulting Services
Relevant Teams
Legal
Information Technology
Operations
Procurement
Vendor Management
Service Delivery
Sales
Customer Success
Compliance
Technical Support
Contract Administration
Relevant Roles
IT Manager
Service Delivery Manager
Operations Director
Contract Manager
Procurement Manager
Business Development Manager
Account Manager
Legal Counsel
Compliance Officer
Project Manager
Technical Support Manager
Chief Technology Officer
Chief Information Officer
Vendor Manager
Sales Director
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