The Simple Service Level Agreement is a critical document used when establishing a formal service relationship between a provider and customer in the Netherlands. This agreement type is particularly relevant when organizations need to define clear, measurable service standards while maintaining a straightforward contractual structure. The document incorporates essential elements required under Dutch law and EU regulations, including service definitions, performance metrics, response times, and remedies for service failures. It is commonly used for both business-to-business and business-to-consumer service arrangements, though the specific terms may vary accordingly. The agreement serves as a foundational document that can be scaled or modified based on service complexity while maintaining compliance with Dutch legal requirements.
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1. Parties: Identification and details of the service provider and customer
2. Background: Context of the agreement and brief description of the services to be provided
3. Definitions: Definitions of technical terms and key concepts used throughout the agreement
4. Services Overview: High-level description of the services covered by the agreement
5. Service Levels: Detailed performance metrics, availability requirements, and quality standards
6. Performance Monitoring: Methods and frequency of service level measurement and reporting
7. Response and Resolution Times: Timeframes for responding to and resolving various categories of issues
8. Support Services: Description of support services, including hours of operation and contact procedures
9. Customer Obligations: Requirements and responsibilities of the customer
10. Service Provider Obligations: Requirements and responsibilities of the service provider
11. Service Credits: Compensation mechanism for failure to meet service levels
12. Term and Termination: Duration of the agreement and conditions for termination
13. General Terms: Standard legal provisions including governing law, notices, and entire agreement
1. Data Protection: Specific provisions for handling personal data, required if personal data processing is involved
2. Disaster Recovery: Procedures for service continuity in case of major incidents, recommended for critical services
3. Change Management: Procedures for implementing changes to services or service levels
4. Security Requirements: Specific security measures and compliance requirements, important for IT services
5. Subcontractors: Terms governing the use of subcontractors, if applicable
6. Insurance: Insurance requirements and coverage details, recommended for high-value or high-risk services
7. Exit Management: Procedures for service transition at contract end, important for complex services
1. Service Description Schedule: Detailed technical specifications of services
2. Service Level Metrics Schedule: Detailed definitions and calculations of service level metrics
3. Pricing and Service Credits Schedule: Detailed pricing structure and service credit calculations
4. Escalation Matrix: Contact details and escalation procedures for various types of issues
5. Technical Support Procedures: Detailed procedures for requesting and receiving technical support
6. Service Implementation Plan: Timeline and milestones for service implementation
7. Report Templates: Standard formats for performance reports and service level measurements
Relevant legal definitions
Agreement
Business Day
Business Hours
Confidential Information
Customer
Customer Data
Effective Date
Force Majeure
Incident
Initial Term
Key Performance Indicators
Maintenance Window
Normal Business Hours
Performance Reports
Priority Levels
Resolution Time
Response Time
Service
Service Credits
Service Hours
Service Level Failure
Service Level Measurement Period
Service Level Requirements
Service Provider
Service Recipient
Support Services
System
Term
Uptime
Working Hours
Business Day
Business Hours
Confidential Information
Customer
Customer Data
Effective Date
Force Majeure
Incident
Initial Term
Key Performance Indicators
Maintenance Window
Normal Business Hours
Performance Reports
Priority Levels
Resolution Time
Response Time
Service
Service Credits
Service Hours
Service Level Failure
Service Level Measurement Period
Service Level Requirements
Service Provider
Service Recipient
Support Services
System
Term
Uptime
Working Hours
Clauses
Service Provision
Service Levels
Performance Monitoring
Support Services
Response Times
Service Credits
Customer Obligations
Provider Obligations
Term and Termination
Payment Terms
Confidentiality
Data Protection
Intellectual Property
Liability
Force Majeure
Dispute Resolution
Governing Law
Assignment
Notices
Entire Agreement
Amendments
Severability
Third Party Rights
Insurance
Warranties
Indemnification
Service Reporting
Escalation Procedures
Service Levels
Performance Monitoring
Support Services
Response Times
Service Credits
Customer Obligations
Provider Obligations
Term and Termination
Payment Terms
Confidentiality
Data Protection
Intellectual Property
Liability
Force Majeure
Dispute Resolution
Governing Law
Assignment
Notices
Entire Agreement
Amendments
Severability
Third Party Rights
Insurance
Warranties
Indemnification
Service Reporting
Escalation Procedures
Relevant Industries
Information Technology
Telecommunications
Professional Services
Cloud Services
Managed Services
Healthcare
Financial Services
Manufacturing
Logistics
Facilities Management
Business Process Outsourcing
Relevant Teams
Legal
Operations
Service Delivery
Procurement
Information Technology
Commercial
Compliance
Customer Support
Quality Assurance
Account Management
Technical Support
Service Operations
Relevant Roles
Contract Manager
Service Delivery Manager
Operations Director
IT Manager
Procurement Manager
Legal Counsel
Commercial Director
Account Manager
Business Development Manager
Quality Assurance Manager
Compliance Officer
Service Operations Manager
Technical Support Manager
Chief Information Officer
Chief Technology Officer
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