The Premium SLA is designed for use in high-value service relationships where standard service levels are insufficient to meet business requirements. This document is particularly relevant when organizations require guaranteed superior service performance, dedicated support channels, and enhanced monitoring capabilities. Under Dutch law, this agreement incorporates stringent service commitments, comprehensive performance metrics, and robust remedy mechanisms. The Premium SLA includes detailed provisions for 24/7 support, priority incident response, advanced performance monitoring, and regular service reviews. It's structured to comply with Dutch civil law requirements while incorporating relevant EU regulations, particularly for data protection and electronic commerce. This agreement type is typically used in critical business operations where service disruptions could have significant operational or financial impacts.
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1. Parties: Identification of the service provider and customer, including full legal names and registered addresses
2. Background: Context of the agreement and brief description of the premium services being provided
3. Definitions: Detailed definitions of technical terms, service metrics, and other key terms used throughout the agreement
4. Service Scope: Comprehensive description of the premium services covered under the agreement
5. Service Levels: Detailed specification of premium service levels, including availability, performance metrics, and response times
6. Support Services: Description of premium support services, including 24/7 availability, dedicated account management, and escalation procedures
7. Performance Monitoring: Methods and tools for monitoring service performance and generating reports
8. Service Credits and Penalties: Calculation and application of service credits or other remedies for service level failures
9. Customer Obligations: Customer responsibilities and requirements for enabling service delivery
10. Security Requirements: Security measures, protocols, and compliance requirements
11. Disaster Recovery: Disaster recovery and business continuity provisions
12. Term and Termination: Duration of the agreement, renewal terms, and termination conditions
13. Charges and Payment: Premium service fees, payment terms, and billing procedures
14. Liability and Indemnification: Limitation of liability, indemnification provisions, and insurance requirements
15. General Provisions: Standard legal provisions including governing law, dispute resolution, and notices
1. Change Management: Procedures for requesting and implementing service changes - include when significant service modifications are anticipated
2. Compliance Requirements: Specific regulatory compliance obligations - include for regulated industries
3. Data Processing: Detailed data processing terms - include when personal data processing is involved
4. Professional Services: Additional professional services terms - include when consulting or implementation services are part of the package
5. Service Migration: Terms for service transition and migration - include when complex service transitions are involved
6. Multi-vendor Management: Provisions for managing multiple service providers - include when services interface with other vendors
7. Innovation and Improvement: Terms for continuous service improvement - include for long-term strategic partnerships
1. Service Level Specifications: Detailed technical specifications of service levels and measurement methodologies
2. Premium Support Process: Detailed support procedures, contact information, and escalation matrices
3. Price Schedule: Detailed pricing information, including premium service fees and additional charges
4. Service Credit Calculation: Detailed formulas and examples for calculating service credits
5. Technical Requirements: Technical specifications and requirements for service delivery
6. Reporting Templates: Standard formats for service level reports and performance metrics
7. Security Protocols: Detailed security procedures and requirements
8. Incident Response Plan: Procedures for handling and escalating service incidents
9. Contact Matrix: List of key contacts and responsibilities on both sides
Relevant legal definitions
Agreement
Authorized Representative
Business Day
Business Hours
Confidential Information
Critical Incident
Customer
Customer Data
Dedicated Support Team
Disaster Recovery Plan
Documentation
Emergency Maintenance
Escalation Matrix
Force Majeure
Incident
Intellectual Property Rights
Key Performance Indicators (KPIs)
Maintenance Window
Mean Time to Repair (MTTR)
Mean Time Between Failures (MTBF)
Monitoring Tools
Normal Business Hours
Parties
Performance Credits
Performance Reports
Planned Maintenance
Premium Services
Premium Support Hours
Priority Levels
Recovery Point Objective (RPO)
Recovery Time Objective (RTO)
Resolution Time
Response Time
Service
Service Credits
Service Levels
Service Level Failure
Service Level Objectives (SLOs)
Service Provider
Service Availability
Service Hours
Service Components
Service Degradation
Service Interruption
Service Level Agreement (SLA)
Service Location
Service Period
Service Quality
Service Window
Severity Levels
Support Request
Support Services
System
Technical Support
Term
Third-Party Services
Uptime
Urgent Support
User
Authorized Representative
Business Day
Business Hours
Confidential Information
Critical Incident
Customer
Customer Data
Dedicated Support Team
Disaster Recovery Plan
Documentation
Emergency Maintenance
Escalation Matrix
Force Majeure
Incident
Intellectual Property Rights
Key Performance Indicators (KPIs)
Maintenance Window
Mean Time to Repair (MTTR)
Mean Time Between Failures (MTBF)
Monitoring Tools
Normal Business Hours
Parties
Performance Credits
Performance Reports
Planned Maintenance
Premium Services
Premium Support Hours
Priority Levels
Recovery Point Objective (RPO)
Recovery Time Objective (RTO)
Resolution Time
Response Time
Service
Service Credits
Service Levels
Service Level Failure
Service Level Objectives (SLOs)
Service Provider
Service Availability
Service Hours
Service Components
Service Degradation
Service Interruption
Service Level Agreement (SLA)
Service Location
Service Period
Service Quality
Service Window
Severity Levels
Support Request
Support Services
System
Technical Support
Term
Third-Party Services
Uptime
Urgent Support
User
Clauses
Definitions
Services Scope
Service Levels
Performance Monitoring
Support Services
Response Times
Availability
Quality Standards
Reporting
Service Credits
Customer Obligations
Provider Obligations
Fees and Payment
Term and Termination
Service Reviews
Change Management
Disaster Recovery
Force Majeure
Confidentiality
Data Protection
Intellectual Property
Liability
Indemnification
Insurance
Security
Compliance
Audit Rights
Dispute Resolution
Governing Law
Assignment
Subcontracting
Notices
Entire Agreement
Severability
Waiver
Amendment
Third Party Rights
Representations and Warranties
Exit Management
Business Continuity
Services Scope
Service Levels
Performance Monitoring
Support Services
Response Times
Availability
Quality Standards
Reporting
Service Credits
Customer Obligations
Provider Obligations
Fees and Payment
Term and Termination
Service Reviews
Change Management
Disaster Recovery
Force Majeure
Confidentiality
Data Protection
Intellectual Property
Liability
Indemnification
Insurance
Security
Compliance
Audit Rights
Dispute Resolution
Governing Law
Assignment
Subcontracting
Notices
Entire Agreement
Severability
Waiver
Amendment
Third Party Rights
Representations and Warranties
Exit Management
Business Continuity
Relevant Industries
Information Technology
Telecommunications
Financial Services
Healthcare
E-commerce
Cloud Services
Manufacturing
Professional Services
Enterprise Software
Critical Infrastructure
Digital Services
Managed Services
Relevant Teams
Legal
Information Technology
Operations
Procurement
Service Delivery
Compliance
Risk Management
Technical Support
Customer Success
Solution Architecture
Service Management
Account Management
Relevant Roles
Chief Technology Officer
IT Director
Service Delivery Manager
Legal Counsel
Procurement Manager
Operations Director
Account Executive
Contract Manager
Technical Operations Manager
Compliance Officer
Risk Manager
Service Operations Manager
Solutions Architect
Customer Success Manager
IT Service Manager
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