The Missed SLA document is essential when a service provider fails to meet the agreed-upon service levels specified in an existing Service Level Agreement. This document is particularly relevant in the Netherlands, where it must comply with Dutch contract law and the Civil Code's provisions regarding service agreements and breach of contract. It is used to formally document the nature and extent of the SLA breach, calculate applicable penalties or service credits, and establish a clear remediation plan. The document becomes necessary immediately following the identification of an SLA breach and should be prepared while considering Dutch legal requirements for contract enforcement and remedies. It typically includes detailed performance metrics, impact assessments, and specific timelines for resolution, serving as both a legal record and an operational guide for addressing service level violations.
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1. Parties: Identification of the service provider and service recipient, including full legal names, registration numbers, and addresses
2. Background: Brief context of the original SLA agreement, including reference number and date of execution
3. Definitions: Key terms used in the document, including specific service levels, measurement periods, and technical terminology
4. SLA Breach Details: Specific details of the service level breach, including timing, duration, and nature of the violation
5. Impact Assessment: Detailed analysis of the impact of the SLA breach on the service recipient's operations
6. Financial Implications: Calculation of penalties, service credits, or other financial consequences as per the original SLA
7. Remediation Plan: Specific steps to be taken by the service provider to address and rectify the breach
8. Monitoring and Reporting: Process for monitoring the implementation of remediation measures and reporting requirements
9. Timeline for Resolution: Specific deadlines and milestones for implementing remedial actions
10. Signatures: Execution section for authorized representatives of both parties
1. Force Majeure Assessment: Analysis of whether the SLA breach was caused by force majeure events - include when force majeure is claimed as a factor
2. Service Credit Adjustments: Modifications to existing service credit arrangements - include when credit terms need revision
3. Dispute Resolution Process: Specific dispute resolution procedures - include when parties disagree on breach implications
4. Prevention Measures: Additional measures to prevent future breaches - include for systematic or recurring issues
5. Third Party Impact: Assessment of impact on third party providers or customers - include when breach affects external stakeholders
6. Regulatory Compliance: Analysis of any regulatory implications - include when breach involves regulated services
1. Schedule A - Original SLA Terms: Copy or extract of relevant terms from the original SLA agreement
2. Schedule B - Technical Breach Report: Detailed technical analysis and metrics of the service level breach
3. Schedule C - Financial Calculations: Detailed calculations of penalties, credits, or other financial implications
4. Schedule D - Service Performance Data: Historical service performance data and breach evidence
5. Appendix 1 - Remediation Timeline: Detailed timeline and milestones for implementing remedial actions
6. Appendix 2 - Communication Protocol: Procedures for status updates and progress reporting during remediation
Relevant legal definitions
Agreement
Actual Service Level
Breach Period
Business Day
Commencement Date
Contracted Service Level
Credit Period
Cure Period
Downtime
Force Majeure Event
Impact Level
Incident
Key Performance Indicators
Measurement Period
Minimum Service Level
Original SLA
Parties
Performance Credits
Performance Metrics
Remediation Plan
Remediation Period
Resolution Time
Response Time
Service Credits
Service Hours
Service Level Agreement
Service Level Breach
Service Level Failure
Service Level Parameters
Service Level Requirements
Service Provider
Service Recipient
Service Recovery Time
Service Restoration
Service Window
Severity Level
SLA Breach Notice
SLA Credits
SLA Metrics
Target Resolution Time
Technical Support Hours
Uptime
Working Hours
Actual Service Level
Breach Period
Business Day
Commencement Date
Contracted Service Level
Credit Period
Cure Period
Downtime
Force Majeure Event
Impact Level
Incident
Key Performance Indicators
Measurement Period
Minimum Service Level
Original SLA
Parties
Performance Credits
Performance Metrics
Remediation Plan
Remediation Period
Resolution Time
Response Time
Service Credits
Service Hours
Service Level Agreement
Service Level Breach
Service Level Failure
Service Level Parameters
Service Level Requirements
Service Provider
Service Recipient
Service Recovery Time
Service Restoration
Service Window
Severity Level
SLA Breach Notice
SLA Credits
SLA Metrics
Target Resolution Time
Technical Support Hours
Uptime
Working Hours
Clauses
Service Level Requirements
Performance Measurement
Breach Notification
Service Credits
Remediation
Force Majeure
Dispute Resolution
Liability
Confidentiality
Governing Law
Financial Compensation
Reporting Requirements
Audit Rights
Notice Requirements
Amendment
Assignment
Severability
Waiver
Termination Rights
Compliance
Documentation
Performance Monitoring
Root Cause Analysis
Corrective Actions
Escalation Procedures
Performance Measurement
Breach Notification
Service Credits
Remediation
Force Majeure
Dispute Resolution
Liability
Confidentiality
Governing Law
Financial Compensation
Reporting Requirements
Audit Rights
Notice Requirements
Amendment
Assignment
Severability
Waiver
Termination Rights
Compliance
Documentation
Performance Monitoring
Root Cause Analysis
Corrective Actions
Escalation Procedures
Relevant Industries
Information Technology
Telecommunications
Cloud Services
Managed Services
Software as a Service
Infrastructure Services
Business Process Outsourcing
Data Center Operations
Network Services
Professional Services
Financial Services
Healthcare Technology
E-commerce
Relevant Teams
Legal
Operations
Service Delivery
Contract Management
Compliance
Technical Support
Quality Assurance
Customer Success
Risk Management
Service Operations
Performance Management
Account Management
Relevant Roles
Service Delivery Manager
Contract Manager
Legal Counsel
Compliance Officer
Operations Director
IT Service Manager
Quality Assurance Manager
Technical Operations Manager
Account Executive
Risk Manager
Performance Analytics Manager
Customer Success Manager
SLA Coordinator
Service Operations Manager
Chief Technology Officer
Chief Operations Officer
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