This Normal SLA template is designed for use in the Netherlands, complying with Dutch civil law and EU regulations. It serves as the primary agreement for establishing service delivery standards, performance metrics, and mutual obligations between service providers and their customers. The document is particularly valuable when organizations need to formalize service arrangements with clear, measurable standards and accountability mechanisms. A Normal SLA typically includes comprehensive service descriptions, performance metrics, support levels, pricing structures, and remedy mechanisms for service failures. It incorporates requirements from Dutch contract law, data protection regulations (GDPR), and industry-specific standards. This agreement is essential for both service providers and customers to ensure clear understanding of service expectations, quality standards, and mutual responsibilities.
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1. Parties: Identification and details of the service provider and customer, including registered addresses and company details
2. Background: Context of the agreement and brief description of the services to be provided
3. Definitions: Detailed definitions of technical terms, service metrics, and other key terms used throughout the agreement
4. Services Overview: High-level description of the services to be provided
5. Service Levels: Detailed performance metrics, availability requirements, and quality standards
6. Service Credits and Penalties: Compensation mechanism for service level failures
7. Support and Maintenance: Support levels, response times, and maintenance windows
8. Customer Obligations: Customer responsibilities and requirements for service delivery
9. Charges and Payment: Pricing, payment terms, and invoicing procedures
10. Term and Termination: Duration of agreement, renewal terms, and termination conditions
11. Data Protection and Security: GDPR compliance measures and security requirements
12. Confidentiality: Protection of confidential information and trade secrets
13. Liability and Indemnification: Limitation of liability and indemnification obligations
14. Force Majeure: Circumstances exempting parties from performance obligations
15. General Provisions: Standard legal clauses including governing law, notices, and amendment procedures
1. Disaster Recovery: Detailed disaster recovery and business continuity procedures, required for critical services
2. Change Management: Procedures for requesting and implementing service changes, useful for complex service arrangements
3. Transition Services: Procedures for service implementation and handover, needed for complex service transitions
4. Audit Rights: Customer's rights to audit service provider's operations, important for regulated industries
5. Intellectual Property Rights: Detailed IP provisions, necessary when service involves software or content creation
6. Personnel Requirements: Specific requirements for service provider's staff, important for on-site services
7. Environmental Requirements: Environmental standards and compliance, relevant for services with environmental impact
8. Insurance Requirements: Specific insurance coverage requirements, important for high-risk services
1. Service Description Schedule: Detailed technical specifications of services
2. Service Level Metrics Schedule: Detailed performance metrics, measurement methods, and reporting requirements
3. Pricing Schedule: Detailed pricing structure, rates, and payment terms
4. Support Procedures: Detailed support processes, escalation procedures, and contact information
5. Security Requirements: Detailed security protocols and compliance requirements
6. Data Processing Agreement: GDPR-compliant data processing terms and procedures
7. Business Continuity Plan: Detailed disaster recovery and business continuity procedures
8. Service Implementation Plan: Timeline and milestones for service implementation
Relevant legal definitions
Agreement
Service(s)
Service Hours
Service Level(s)
Service Credits
Response Time
Resolution Time
Availability
Business Day
Business Hours
Confidential Information
Customer
Customer Data
Disaster
Documentation
Emergency Maintenance
Excusing Event
Force Majeure
Good Industry Practice
Incident
Key Performance Indicators (KPIs)
Maintenance Window
Major Incident
Minor Incident
Monthly Service Fee
Normal Business Hours
Personal Data
Planned Maintenance
Priority Levels
Processing
Provider
Remedy
Report
Root Cause Analysis
Service Credits
Service Failure
Service Level Agreement (SLA)
Service Level Default
Service Period
Service Quality
Service Reports
Site
Support Services
System
Term
Third Party Provider
Uptime
Urgent Maintenance
Working Hours
Work Product
Service(s)
Service Hours
Service Level(s)
Service Credits
Response Time
Resolution Time
Availability
Business Day
Business Hours
Confidential Information
Customer
Customer Data
Disaster
Documentation
Emergency Maintenance
Excusing Event
Force Majeure
Good Industry Practice
Incident
Key Performance Indicators (KPIs)
Maintenance Window
Major Incident
Minor Incident
Monthly Service Fee
Normal Business Hours
Personal Data
Planned Maintenance
Priority Levels
Processing
Provider
Remedy
Report
Root Cause Analysis
Service Credits
Service Failure
Service Level Agreement (SLA)
Service Level Default
Service Period
Service Quality
Service Reports
Site
Support Services
System
Term
Third Party Provider
Uptime
Urgent Maintenance
Working Hours
Work Product
Clauses
Interpretation
Services Scope
Service Levels
Performance Monitoring
Service Credits
Support Services
Customer Obligations
Change Management
Charges and Payment
Invoicing
Data Protection
Information Security
Confidentiality
Intellectual Property
Warranties
Liability
Indemnification
Insurance
Force Majeure
Term and Termination
Exit Management
Personnel
Subcontracting
Audit Rights
Dispute Resolution
Notices
Assignment
Entire Agreement
Severability
Governing Law
Jurisdiction
Compliance with Laws
Anti-Bribery
Reports and Records
Business Continuity
Disaster Recovery
Services Scope
Service Levels
Performance Monitoring
Service Credits
Support Services
Customer Obligations
Change Management
Charges and Payment
Invoicing
Data Protection
Information Security
Confidentiality
Intellectual Property
Warranties
Liability
Indemnification
Insurance
Force Majeure
Term and Termination
Exit Management
Personnel
Subcontracting
Audit Rights
Dispute Resolution
Notices
Assignment
Entire Agreement
Severability
Governing Law
Jurisdiction
Compliance with Laws
Anti-Bribery
Reports and Records
Business Continuity
Disaster Recovery
Relevant Industries
Information Technology
Telecommunications
Cloud Services
Professional Services
Managed Services
Healthcare Technology
Financial Services
Manufacturing
Logistics
Facilities Management
Business Process Outsourcing
Relevant Teams
Legal
Information Technology
Operations
Procurement
Vendor Management
Service Delivery
Quality Assurance
Compliance
Risk Management
Contract Administration
Technical Support
Customer Success
Relevant Roles
Chief Information Officer
IT Director
Service Delivery Manager
Contract Manager
Procurement Manager
Legal Counsel
Operations Director
Vendor Manager
Quality Assurance Manager
Compliance Officer
Technical Account Manager
Business Relationship Manager
Chief Technology Officer
Head of Operations
Risk Manager
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