The Internal Service Level Agreement is essential for organizations operating in the Netherlands that need to formalize service delivery arrangements between internal departments. This document type is particularly crucial when internal departments provide critical services to other parts of the organization and need clear accountability and performance metrics. It complies with Dutch legal requirements, including the Dutch Civil Code and relevant employment laws, while incorporating practical operational elements such as service standards, reporting requirements, and resource allocation. The agreement helps establish clear expectations, responsibilities, and performance metrics between internal service providers and recipients, facilitating better organizational efficiency and accountability. It is especially relevant for medium to large organizations with distinct operational units and those requiring formal internal governance structures.

1. Parties: Identification of the internal service provider department and recipient department(s)

2. Background: Context of the internal service arrangement and its organizational purpose

3. Definitions: Definitions of technical terms, service metrics, and other key concepts used in the agreement

4. Service Description: Detailed description of the services to be provided

5. Service Levels: Specific, measurable performance metrics and standards

6. Monitoring and Reporting: Methods and frequency of service level measurement and reporting

7. Roles and Responsibilities: Clear delineation of responsibilities for both provider and recipient departments

8. Operating Hours: Service availability times and response times during normal and out-of-hours operations

9. Issue Management: Procedures for reporting and resolving service issues or incidents

10. Change Management: Process for requesting and implementing changes to services

11. Resource Allocation: Description of personnel, equipment, and other resources dedicated to service delivery

12. Internal Charging: Cost allocation methodology and charging mechanisms between departments

13. Term and Termination: Duration of the agreement and conditions for termination or modification

14. Review and Amendment: Periodic review process and procedures for amending the agreement