This document template is designed for establishing Service Level Agreements (SLAs) for Account Management services in the Netherlands. The SLA Account Management agreement is essential when organizations want to formalize the delivery, measurement, and management of account management services, whether provided internally or by external parties. It includes detailed service descriptions, performance metrics, reporting requirements, and governance structures, all aligned with Dutch legal requirements and business practices. The document is particularly valuable for organizations seeking to standardize their account management services, ensure consistent service delivery, and maintain clear accountability. It addresses key aspects such as response times, service quality metrics, customer communication protocols, and performance review processes, while ensuring compliance with Dutch contract law and EU regulations including GDPR.
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1. Parties: Identification of the service provider and client, including full legal names, registration numbers, and addresses
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 Scope: Detailed description of account management services to be provided
5. Service Levels: Specific performance metrics, KPIs, and service level targets
6. Response and Resolution Times: Timeframes for responding to and resolving different types of requests and issues
7. Reporting and Review: Regular reporting requirements and review procedures
8. Roles and Responsibilities: Detailed description of both parties' obligations and responsibilities
9. Communication and Escalation: Communication protocols and escalation procedures
10. Data Protection and Security: GDPR compliance measures and data security requirements
11. Fees and Payment: Pricing structure, payment terms, and billing procedures
12. Term and Termination: Duration of agreement and termination provisions
13. Liability and Indemnification: Limitations of liability and indemnification provisions under Dutch law
14. General Provisions: Standard legal clauses including governing law, dispute resolution, and entire agreement
1. Business Continuity: Disaster recovery and business continuity procedures, required for critical services
2. Transition Services: Procedures for service transition at start and end of contract, needed for complex services
3. Compliance Requirements: Specific regulatory compliance requirements, needed for regulated industries
4. Security Clearance: Security clearance requirements for service provider personnel, needed for sensitive operations
5. Intellectual Property Rights: IP ownership and licensing provisions, needed when custom solutions are developed
6. Multi-language Provisions: Language requirements and translation provisions, needed for international services
7. Force Majeure: Detailed force majeure provisions, recommended for critical services
1. Schedule 1: Service Descriptions: Detailed descriptions of each account management service and deliverable
2. Schedule 2: Service Level Metrics: Detailed KPIs, measurement methods, and reporting formats
3. Schedule 3: Fee Schedule: Detailed pricing, payment terms, and fee calculations
4. Schedule 4: Escalation Matrix: Contact details and escalation procedures for different types of issues
5. Schedule 5: RACI Matrix: Detailed responsibility assignment matrix for key activities
6. Appendix A: Technical Requirements: Technical specifications and requirements for service delivery
7. Appendix B: Security Requirements: Detailed security protocols and requirements
8. Appendix C: Report Templates: Templates for required regular reports and reviews
Relevant legal definitions
Account Manager
Account Management Services
Account Management Plan
Account Review
Agreement
Authorized Representative
Business Day
Business Hours
Client
Commencement Date
Confidential Information
Core Hours
Critical Issue
Customer Data
Data Protection Laws
Deliverables
Effective Date
Escalation Process
Fee Schedule
Force Majeure Event
Initial Term
Key Performance Indicators (KPIs)
Message
Normal Business Hours
Notice
Operating Hours
Performance Credits
Performance Report
Priority Levels
Quality Standards
Quarter
Response Time
Resolution Time
Service Credits
Service Hours
Service Level Failure
Service Level Requirements
Service Levels
Service Provider
Service Quality Metrics
Service Reports
Services
Standard Operating Procedures
Support Hours
Support Services
Term
Territory
Third Party Provider
Working Day
Working Hours
Account Management Services
Account Management Plan
Account Review
Agreement
Authorized Representative
Business Day
Business Hours
Client
Commencement Date
Confidential Information
Core Hours
Critical Issue
Customer Data
Data Protection Laws
Deliverables
Effective Date
Escalation Process
Fee Schedule
Force Majeure Event
Initial Term
Key Performance Indicators (KPIs)
Message
Normal Business Hours
Notice
Operating Hours
Performance Credits
Performance Report
Priority Levels
Quality Standards
Quarter
Response Time
Resolution Time
Service Credits
Service Hours
Service Level Failure
Service Level Requirements
Service Levels
Service Provider
Service Quality Metrics
Service Reports
Services
Standard Operating Procedures
Support Hours
Support Services
Term
Territory
Third Party Provider
Working Day
Working Hours
Clauses
Service Levels
Performance Metrics
Service Delivery
Account Management
Reporting Requirements
Data Protection
Confidentiality
Intellectual Property
Fees and Payments
Term and Termination
Service Credits
Quality Standards
Communication Protocols
Liability and Indemnification
Force Majeure
Dispute Resolution
Governing Law
Assignment and Subcontracting
Amendments
Notices
Entire Agreement
Severability
Compliance
Insurance
Audit Rights
Personnel Requirements
Security Requirements
Business Continuity
Non-Solicitation
Warranties
Service Hours
Response Times
Escalation Procedures
Change Management
Exit Management
Performance Metrics
Service Delivery
Account Management
Reporting Requirements
Data Protection
Confidentiality
Intellectual Property
Fees and Payments
Term and Termination
Service Credits
Quality Standards
Communication Protocols
Liability and Indemnification
Force Majeure
Dispute Resolution
Governing Law
Assignment and Subcontracting
Amendments
Notices
Entire Agreement
Severability
Compliance
Insurance
Audit Rights
Personnel Requirements
Security Requirements
Business Continuity
Non-Solicitation
Warranties
Service Hours
Response Times
Escalation Procedures
Change Management
Exit Management
Relevant Industries
Financial Services
Information Technology
Professional Services
Telecommunications
Manufacturing
Retail
Healthcare
Energy
Transportation
Insurance
Real Estate
Education
Relevant Teams
Account Management
Client Services
Operations
Legal
Compliance
Procurement
Service Delivery
Quality Assurance
Commercial
Customer Success
Contract Administration
Risk Management
Relevant Roles
Account Manager
Client Service Director
Service Delivery Manager
Contract Manager
Operations Manager
Customer Success Manager
Legal Counsel
Compliance Officer
Procurement Manager
Relationship Manager
Service Level Manager
Quality Assurance Manager
Business Development Manager
Commercial Director
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