The External SLA serves as a critical contract document in the Netherlands, establishing the framework for service delivery relationships between providers and their external customers. This document is essential when organizations need to formalize service commitments, performance standards, and operational procedures with external service providers. The agreement incorporates Dutch legal requirements, including compliance with the Dutch Civil Code and EU GDPR, making it suitable for use in the Netherlands and broader EU operations. It typically includes detailed service definitions, performance metrics, reporting requirements, remediation procedures, and governance frameworks. The External SLA is particularly important for technology services, managed services, and other professional service arrangements where measurable performance standards are crucial for business operations.
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1. Parties: Identification and details of the service provider and customer
2. Background: Context of the agreement and relationship between the parties
3. Definitions: Definitions of technical terms, service metrics, and other key terms used throughout the agreement
4. Services Overview: High-level description of services to be provided
5. Service Levels: Detailed service level commitments and performance metrics
6. Service Level Measurement: Methods and procedures for measuring and reporting service levels
7. Service Credits: Calculation and application of service credits for failure to meet service levels
8. Response and Resolution Times: Timeframes for responding to and resolving various categories of issues
9. Reporting and Monitoring: Requirements for service level reporting and monitoring processes
10. Governance and Escalation: Management structure, meeting requirements, and escalation procedures
11. Data Protection and Security: GDPR compliance measures and security requirements
12. Business Continuity: Disaster recovery and business continuity requirements
13. Charges: Pricing, payment terms, and invoice procedures
14. Term and Termination: Duration of agreement and termination provisions
15. Liability and Indemnities: Limitation of liability and indemnification provisions
16. General Provisions: Standard legal provisions including governing law, notices, and amendment procedures
1. Change Management: Procedures for requesting and implementing changes to services or service levels - include if services are likely to require frequent modifications
2. Transition Services: Requirements for service transition and knowledge transfer - include for complex service arrangements or when taking over from another provider
3. Third Party Providers: Provisions regarding subcontractors and third-party service providers - include if subcontractors will be used
4. Intellectual Property Rights: Specific IP provisions - include if services involve creation or use of intellectual property
5. Environmental Requirements: Environmental compliance and sustainability requirements - include if services have environmental impact
6. Personnel Requirements: Specific requirements for service provider personnel - include if specific qualifications or security clearances are needed
7. Innovation and Continuous Improvement: Provisions for service improvement and innovation - include for long-term strategic relationships
1. Service Description: Detailed technical specifications of services to be provided
2. Service Levels and KPIs: Detailed metrics, measurement methods, and targets for each service level
3. Pricing and Charging: Detailed pricing structure, rates, and charging mechanisms
4. Service Credit Calculation: Detailed formulas and examples for calculating service credits
5. Governance Procedures: Detailed procedures for service management, reporting, and escalation
6. Data Processing Agreement: GDPR-compliant data processing terms and procedures
7. Security Requirements: Detailed security protocols and requirements
8. Business Continuity Plan: Detailed disaster recovery and business continuity procedures
9. Exit Plan: Procedures and requirements for service termination and transition
10. Contact Details: List of key contacts and escalation points for both parties
Relevant legal definitions
Acceptance Criteria
Agreement
Authorized Representative
Business Day
Business Hours
Change Request
Charges
Commencement Date
Confidential Information
Critical Service Level
Customer
Customer Data
Data Controller
Data Processor
Data Protection Laws
Data Subject
Disaster Recovery Plan
Documentation
Effective Date
Emergency Maintenance
Escalation Procedure
Force Majeure Event
Good Industry Practice
Incident
Initial Term
Intellectual Property Rights
Key Performance Indicator (KPI)
Maintenance Window
Major Incident
Measurement Period
Monitoring Tools
Operating Environment
Parties
Personal Data
Planned Maintenance
Priority Levels
Processing
Required Service Level
Resolution Time
Response Time
Service
Service Credits
Service Hours
Service Level
Service Level Failure
Service Level Report
Service Provider
Service Restoration
Severity Level
Support Services
System
Term
Third Party Provider
Transition Period
Unplanned Downtime
Working Hours
Agreement
Authorized Representative
Business Day
Business Hours
Change Request
Charges
Commencement Date
Confidential Information
Critical Service Level
Customer
Customer Data
Data Controller
Data Processor
Data Protection Laws
Data Subject
Disaster Recovery Plan
Documentation
Effective Date
Emergency Maintenance
Escalation Procedure
Force Majeure Event
Good Industry Practice
Incident
Initial Term
Intellectual Property Rights
Key Performance Indicator (KPI)
Maintenance Window
Major Incident
Measurement Period
Monitoring Tools
Operating Environment
Parties
Personal Data
Planned Maintenance
Priority Levels
Processing
Required Service Level
Resolution Time
Response Time
Service
Service Credits
Service Hours
Service Level
Service Level Failure
Service Level Report
Service Provider
Service Restoration
Severity Level
Support Services
System
Term
Third Party Provider
Transition Period
Unplanned Downtime
Working Hours
Clauses
Service Description
Service Levels
Performance Measurement
Service Credits
Monitoring and Reporting
Change Management
Data Protection
Confidentiality
Security
Business Continuity
Disaster Recovery
Charges and Payment
Invoicing
Service Provider Obligations
Customer Obligations
Governance
Audit Rights
Intellectual Property
Warranties
Liability
Indemnification
Force Majeure
Term and Termination
Exit Management
Personnel
Subcontracting
Insurance
Dispute Resolution
Assignment
Notices
Entire Agreement
Severability
Waiver
Amendment
Third Party Rights
Governing Law
Jurisdiction
Anti-Bribery
Compliance with Laws
Environmental Requirements
Service Levels
Performance Measurement
Service Credits
Monitoring and Reporting
Change Management
Data Protection
Confidentiality
Security
Business Continuity
Disaster Recovery
Charges and Payment
Invoicing
Service Provider Obligations
Customer Obligations
Governance
Audit Rights
Intellectual Property
Warranties
Liability
Indemnification
Force Majeure
Term and Termination
Exit Management
Personnel
Subcontracting
Insurance
Dispute Resolution
Assignment
Notices
Entire Agreement
Severability
Waiver
Amendment
Third Party Rights
Governing Law
Jurisdiction
Anti-Bribery
Compliance with Laws
Environmental Requirements
Relevant Industries
Information Technology
Telecommunications
Cloud Services
Managed Services
Professional Services
Financial Services
Healthcare
Manufacturing
Logistics
Software Development
Data Centers
Business Process Outsourcing
Relevant Teams
Legal
Information Technology
Procurement
Operations
Service Delivery
Vendor Management
Risk and Compliance
Commercial
Technical Support
Customer Success
Service Management
Relevant Roles
Chief Information Officer
IT Director
Service Delivery Manager
Contract Manager
Procurement Manager
Legal Counsel
Operations Director
Vendor Manager
Commercial Manager
Risk Manager
Compliance Officer
Technical Account Manager
Service Level Manager
Business Relationship Manager
Operations Manager
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