The Basic SLA is a foundational document used to establish and maintain clear service expectations between service providers and their customers in the Belgian market. This agreement type is particularly relevant when organizations need to define measurable service standards, response times, and performance metrics while ensuring compliance with Belgian law and EU regulations. The document includes essential elements such as service definitions, performance measurements, remedies for service failures, and data protection provisions. A Basic SLA is typically used for standard service arrangements where parties need a straightforward yet comprehensive framework for service delivery, without the complexity of more specialized SLA types. It serves as a crucial tool for managing service relationships while incorporating specific Belgian legal requirements and European Union regulatory standards, particularly in areas such as data protection and consumer rights.
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1. Parties: Identification and details of the 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: Defined terms used throughout the agreement, including technical terms and service metrics
4. Services Overview: Detailed description of the services covered by the SLA
5. Service Levels: Specific measurable targets for service performance, availability, and quality
6. Performance Monitoring: Methods and tools used to measure and monitor service levels
7. Response and Resolution Times: Timeframes for responding to and resolving different categories of issues
8. Service Credits: Compensation mechanism for failure to meet service levels
9. Customer Obligations: Requirements and responsibilities of the customer
10. Term and Termination: Duration of the agreement and conditions for termination
11. Data Protection: GDPR compliance and data handling requirements
12. Confidentiality: Protection of confidential information exchanged between parties
13. Liability and Indemnification: Limits of liability and indemnification obligations
14. Force Majeure: Provisions for circumstances beyond reasonable control
15. Governing Law and Jurisdiction: Specification of Belgian law as governing law and jurisdiction for disputes
1. Business Continuity and Disaster Recovery: Required for critical services or when continuous service availability is essential
2. Security Requirements: Detailed security measures, needed when handling sensitive data or systems
3. Escalation Procedures: Include when complex support structures or critical service levels are involved
4. Change Management: Required when service modifications need formal processes
5. Subcontractors: Include when service provider may use third-party services
6. Insurance Requirements: Add for high-value or high-risk services
7. Training and Support: Include when service requires customer training or ongoing support
8. Exit Management: Required for complex services requiring transition planning
1. Schedule 1 - Service Descriptions: Detailed technical specifications of services
2. Schedule 2 - Service Level Metrics: Specific performance indicators and measurement methods
3. Schedule 3 - Fee Schedule: Pricing, payment terms, and service credit calculations
4. Schedule 4 - Support Procedures: Detailed support processes and contact information
5. Schedule 5 - Technical Requirements: Customer infrastructure and technical requirements
6. Appendix A - Incident Priority Levels: Classification and definitions of incident priorities
7. Appendix B - Report Templates: Standard formats for service level reporting
8. Appendix C - Contact Matrix: Key contacts and escalation paths for both parties
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