This document template is designed for establishing service level agreements (SLAs) under Dutch law for services provided during standard business hours. The SLA 8x5 format specifically addresses services delivered eight hours per day, five days per week, typically excluding weekends and Dutch public holidays. It is particularly suitable for organizations requiring defined service levels during normal business operations, without the need for extended hours or 24/7 coverage. The agreement incorporates essential elements required by Dutch contract law and EU regulations, including clear service definitions, performance metrics, response times, and support procedures. This template is commonly used in business-to-business relationships where services are provided during regular working hours, and includes provisions for escalation procedures, reporting requirements, and performance monitoring within the specified service window.
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1. Parties: Identification of 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 terminology used in the agreement
4. Service Description: Detailed description of services provided, including scope and limitations
5. Service Hours and Availability: Specification of 8x5 service window, including time zone, holidays, and out-of-hours arrangements
6. Service Level Metrics: Defined service levels, response times, resolution times, and performance metrics
7. Support Process: Description of incident reporting, escalation procedures, and support methodology
8. Customer Responsibilities: Customer obligations and requirements for service delivery
9. Provider Responsibilities: Service provider's obligations and commitments
10. Reporting and Review: Performance reporting requirements and service review procedures
11. Fees and Payment: Pricing, payment terms, and billing procedures
12. Term and Termination: Contract duration, renewal terms, and termination conditions
13. General Terms: Standard legal provisions including liability, force majeure, and governing law
1. Data Protection: Detailed GDPR compliance measures, required if personal data is processed
2. Disaster Recovery: Recovery procedures and continuity plans, recommended for critical services
3. Security Requirements: Specific security measures and compliance requirements, needed for sensitive operations
4. Change Management: Procedures for implementing service changes, recommended for complex services
5. Transition Services: Procedures for service implementation or termination, needed for complex implementations
6. Service Credits: Financial compensation scheme for missed SLAs, optional performance incentive mechanism
7. Third-Party Providers: Terms regarding subcontractors and third-party service providers, if applicable
1. Schedule 1 - Service Definitions: Detailed technical specifications of services and support levels
2. Schedule 2 - Service Level Targets: Specific metrics, KPIs, and measurement methodologies
3. Schedule 3 - Fee Schedule: Detailed pricing, including any variable components and calculation methods
4. Schedule 4 - Escalation Matrix: Contact details and escalation procedures for different severity levels
5. Schedule 5 - Technical Requirements: Customer infrastructure and technical requirements for service delivery
6. Appendix A - Incident Priority Definitions: Classification and definitions of incident priority levels
7. Appendix B - Standard Operating Procedures: Detailed operational procedures and workflows
8. Appendix C - Report Templates: Templates for standard service reports and reviews
Relevant legal definitions
Agreement
Business Day
Business Hours
Change Request
Confidential Information
Customer
Customer Equipment
Documentation
Effective Date
Emergency Maintenance
Escalation Procedure
Force Majeure
Incident
Initial Term
Intellectual Property Rights
Key Performance Indicators (KPIs)
Maintenance Window
Normal Business Hours
Out of Hours
Parties
Performance Credits
Priority Levels
Response Time
Resolution Time
Scheduled Maintenance
Service
Service Credits
Service Hours
Service Level Agreement (SLA)
Service Level Targets
Service Provider
Service Requests
Service Window
Services
Severity Levels
Support Services
System
Term
Third-Party Products
Uptime
User
Working Hours
Business Day
Business Hours
Change Request
Confidential Information
Customer
Customer Equipment
Documentation
Effective Date
Emergency Maintenance
Escalation Procedure
Force Majeure
Incident
Initial Term
Intellectual Property Rights
Key Performance Indicators (KPIs)
Maintenance Window
Normal Business Hours
Out of Hours
Parties
Performance Credits
Priority Levels
Response Time
Resolution Time
Scheduled Maintenance
Service
Service Credits
Service Hours
Service Level Agreement (SLA)
Service Level Targets
Service Provider
Service Requests
Service Window
Services
Severity Levels
Support Services
System
Term
Third-Party Products
Uptime
User
Working Hours
Clauses
Service Levels
Performance Metrics
Service Hours
Response Times
Support Services
Service Credits
Fees and Payments
Term and Termination
Confidentiality
Data Protection
Intellectual Property
Liability
Force Majeure
Dispute Resolution
Governing Law
Assignment
Subcontracting
Warranties
Indemnification
Insurance
Audit Rights
Reporting
Change Management
Escalation Procedures
Customer Obligations
Service Provider Obligations
Notice Requirements
Entire Agreement
Severability
Amendments
Business Continuity
Security Requirements
Personnel
Documentation
Exit Management
Performance Metrics
Service Hours
Response Times
Support Services
Service Credits
Fees and Payments
Term and Termination
Confidentiality
Data Protection
Intellectual Property
Liability
Force Majeure
Dispute Resolution
Governing Law
Assignment
Subcontracting
Warranties
Indemnification
Insurance
Audit Rights
Reporting
Change Management
Escalation Procedures
Customer Obligations
Service Provider Obligations
Notice Requirements
Entire Agreement
Severability
Amendments
Business Continuity
Security Requirements
Personnel
Documentation
Exit Management
Relevant Industries
Information Technology
Professional Services
Financial Services
Healthcare
Manufacturing
Retail
Telecommunications
Education
Government
Logistics
Banking
Insurance
Consulting
Software Development
Managed Services
Relevant Teams
Legal
Operations
Service Delivery
Account Management
Procurement
IT Operations
Service Management
Contract Management
Technical Support
Customer Success
Vendor Management
Commercial Operations
Business Development
Solution Architecture
Quality Assurance
Relevant Roles
IT Service Manager
Contract Manager
Operations Director
Service Delivery Manager
Account Manager
Legal Counsel
Procurement Manager
Business Relations Manager
Technical Services Director
Chief Information Officer
Head of Operations
Vendor Manager
Commercial Director
IT Operations Manager
Business Unit Manager
Chief Technology Officer
Support Services Manager
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