This SLA Uptime agreement is designed for use in service relationships where consistent system availability is crucial to business operations. The document is specifically tailored for the Dutch market and legal framework, incorporating requirements from both Dutch civil law and EU regulations. It's particularly relevant for technology services, cloud providers, and digital infrastructure operators who need to provide clear, measurable commitments for system availability. The agreement includes detailed uptime guarantees, measurement methodologies, service credits for non-performance, and escalation procedures. This type of SLA is essential when establishing or maintaining service relationships where system availability is a critical factor, and it helps both parties understand their rights and obligations regarding service uptime commitments. The document provides a robust framework for managing service levels while ensuring compliance with Dutch legal requirements and industry best practices.
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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, relationship between parties, and purpose of the SLA
3. Definitions: Detailed definitions of technical terms, especially those related to uptime, downtime, maintenance windows, and performance metrics
4. Service Description: Detailed description of the services covered by the SLA
5. Service Availability Commitments: Specific uptime guarantees, including percentage commitments and calculation methods
6. Performance Measurement: Methods and tools used to measure and monitor service availability
7. Exclusions and Exceptions: Circumstances not counted as downtime, such as planned maintenance or force majeure events
8. Service Credits and Penalties: Compensation structure for failing to meet SLA commitments
9. Reporting and Communication: Requirements for performance reporting and notification procedures
10. Support and Response Times: Support levels, response times, and escalation procedures
11. Term and Termination: Duration of the agreement and termination conditions
12. General Provisions: Standard legal clauses including governing law, jurisdiction, and entire agreement
1. Disaster Recovery: Detailed procedures for service recovery in case of major incidents, recommended for critical services
2. Security Requirements: Specific security measures and compliance requirements, important for services handling sensitive data
3. Data Processing Terms: Required when the service involves processing personal data under GDPR
4. Service Improvement Plan: Procedures for continuous service improvement, useful for long-term contracts
5. Multi-tenant Services: Special provisions for shared service environments, relevant for cloud services
6. Customer Obligations: Specific requirements for customer infrastructure or cooperation, needed when service delivery depends on customer actions
1. Technical Specifications: Detailed technical parameters of the service, including infrastructure specifications
2. Service Level Metrics: Detailed calculation methods and examples for uptime measurement
3. Incident Priority Matrix: Classification of incidents and corresponding response times
4. Contact Details and Escalation Procedures: List of key contacts and detailed escalation procedures
5. Price Schedule: Service fees and service credit calculations
6. Maintenance Schedule: Planned maintenance windows and procedures
7. Service Acceptance Criteria: Detailed criteria for accepting the service as operational
Relevant legal definitions
Agreement
Service
Service Hours
Business Day
Business Hours
Uptime
Downtime
Availability
Availability Percentage
Scheduled Maintenance
Emergency Maintenance
Force Majeure
Service Level
Service Credit
Response Time
Resolution Time
Incident
Critical Incident
Major Incident
Minor Incident
Monitoring Period
Measurement Period
Reporting Period
Service Component
System
Infrastructure
Network
Platform
Application
End User
Support Request
Help Desk
Escalation
Service Restoration
Performance Metrics
Root Cause Analysis
Maintenance Window
Service Level Objective (SLO)
Service Level Agreement (SLA)
Service Level Target
Mean Time Between Failures (MTBF)
Mean Time To Repair (MTTR)
Service Provider Personnel
Customer Personnel
Service Maintenance
Service Improvement Plan
Disaster Recovery
Business Continuity
Service Dashboard
Monitoring Tools
Performance Report
Contact Matrix
Priority Levels
Incident Management
Service Environment
Service
Service Hours
Business Day
Business Hours
Uptime
Downtime
Availability
Availability Percentage
Scheduled Maintenance
Emergency Maintenance
Force Majeure
Service Level
Service Credit
Response Time
Resolution Time
Incident
Critical Incident
Major Incident
Minor Incident
Monitoring Period
Measurement Period
Reporting Period
Service Component
System
Infrastructure
Network
Platform
Application
End User
Support Request
Help Desk
Escalation
Service Restoration
Performance Metrics
Root Cause Analysis
Maintenance Window
Service Level Objective (SLO)
Service Level Agreement (SLA)
Service Level Target
Mean Time Between Failures (MTBF)
Mean Time To Repair (MTTR)
Service Provider Personnel
Customer Personnel
Service Maintenance
Service Improvement Plan
Disaster Recovery
Business Continuity
Service Dashboard
Monitoring Tools
Performance Report
Contact Matrix
Priority Levels
Incident Management
Service Environment
Clauses
Definitions
Service Levels
Performance Monitoring
Service Credits
Service Availability
Maintenance
Force Majeure
Termination
Limitation of Liability
Indemnification
Confidentiality
Data Protection
Intellectual Property
Dispute Resolution
Governing Law
Assignment
Subcontracting
Compliance
Audit Rights
Reporting
Service Support
Disaster Recovery
Business Continuity
Change Management
Notice
Entire Agreement
Severability
Amendment
Waiver
Insurance
Security
Service Management
Escalation Procedures
Root Cause Analysis
Customer Obligations
Service Provider Obligations
Payment Terms
Service Acceptance
Quality Assurance
Personnel
Documentation
Service Levels
Performance Monitoring
Service Credits
Service Availability
Maintenance
Force Majeure
Termination
Limitation of Liability
Indemnification
Confidentiality
Data Protection
Intellectual Property
Dispute Resolution
Governing Law
Assignment
Subcontracting
Compliance
Audit Rights
Reporting
Service Support
Disaster Recovery
Business Continuity
Change Management
Notice
Entire Agreement
Severability
Amendment
Waiver
Insurance
Security
Service Management
Escalation Procedures
Root Cause Analysis
Customer Obligations
Service Provider Obligations
Payment Terms
Service Acceptance
Quality Assurance
Personnel
Documentation
Relevant Industries
Information Technology
Telecommunications
Cloud Services
Financial Services
Healthcare
E-commerce
Manufacturing
Logistics
Education
Government Services
Professional Services
Media and Entertainment
Energy and Utilities
Relevant Teams
Legal
Information Technology
Operations
Service Delivery
Procurement
Compliance
Risk Management
Technical Support
Infrastructure
Cloud Operations
Vendor Management
Contract Management
Relevant Roles
Chief Technology Officer
IT Director
Service Delivery Manager
Operations Manager
Contract Manager
Legal Counsel
Procurement Manager
Technical Account Manager
Systems Administrator
Infrastructure Manager
Cloud Services Manager
Compliance Officer
Risk Manager
Service Level Manager
IT Operations Manager
vendor Manager
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