The Common SLA serves as a fundamental contract template for establishing and managing service delivery relationships under Belgian law. This document is essential when organizations need to formalize service arrangements with clear, measurable performance standards and accountability mechanisms. It's particularly relevant in today's business environment where service quality metrics and compliance with EU regulations are crucial. The Common SLA template incorporates key elements required by Belgian civil law and EU directives, including GDPR compliance provisions, while providing flexibility to address specific service requirements. It's designed to protect both parties' interests by clearly defining service levels, monitoring procedures, remedies for underperformance, and risk allocation. This document type is widely used across various industries where service quality measurement and reporting are essential components of the business relationship.
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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: Definitions of technical terms, service metrics, and other key terms used throughout the agreement
4. Service Provision: General terms of service provision, including scope and service provider obligations
5. Service Levels: Core service level commitments, measurement methods, and reporting requirements
6. Performance Monitoring: Procedures for monitoring and measuring service performance against agreed metrics
7. Customer Obligations: Customer responsibilities and requirements for service delivery
8. Charges and Payment: Fee structure, payment terms, and invoicing procedures
9. Data Protection: GDPR compliance measures and data handling procedures
10. Intellectual Property: IP rights and ownership of service-related materials and data
11. Confidentiality: Protection of confidential information and trade secrets
12. Liability and Indemnities: Limitation of liability and indemnification provisions
13. Force Majeure: Circumstances excusing performance and related procedures
14. Term and Termination: Duration of agreement, renewal terms, and termination provisions
15. Governing Law and Jurisdiction: Specification of Belgian law governance and jurisdiction for disputes
1. Security Requirements: Detailed security protocols and requirements, necessary for services involving sensitive data or critical systems
2. Disaster Recovery: Business continuity and disaster recovery procedures, important for critical services
3. Change Management: Procedures for implementing service or requirement changes, useful for complex or long-term SLAs
4. Service Credits: Financial compensation mechanism for service level failures, typically used in high-value or critical service agreements
5. Audit Rights: Customer rights to audit service provider's performance and compliance, important for regulated industries
6. Personnel Requirements: Specific requirements for service provider's personnel, relevant when on-site work or specific qualifications are needed
7. Insurance Requirements: Specific insurance coverage requirements, important for high-risk services
8. Exit Management: Detailed procedures for service transition upon termination, important for complex services with significant handover requirements
1. Schedule 1 - Service Description: Detailed description of services, including technical specifications and delivery methods
2. Schedule 2 - Service Levels and KPIs: Detailed service level targets, KPIs, and measurement methodologies
3. Schedule 3 - Charges: Detailed pricing structure, including any variable charges and calculation methods
4. Schedule 4 - Service Credits Calculation: Formula and procedures for calculating service credits for performance failures
5. Schedule 5 - Data Processing Agreement: GDPR-compliant data processing terms and procedures
6. Schedule 6 - Technical Requirements: Technical specifications and requirements for service delivery
7. Schedule 7 - Contact Details and Escalation Procedure: Key contacts and procedures for issue escalation
8. Appendix A - Reporting Templates: Standard templates for service level reporting and performance monitoring
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