This Service Level Agreement (SLA) with 99.9% Uptime guarantee is designed for use in Belgium and complies with both Belgian and EU regulations governing digital services and contract law. It is particularly suitable for businesses providing critical digital services, cloud solutions, or technology infrastructure where system availability is essential. The document establishes clear performance metrics, focusing on the 99.9% uptime commitment, and includes detailed provisions for measuring service availability, handling service disruptions, and compensating for service failures. It incorporates Belgian legal requirements for service contracts while addressing practical operational needs such as maintenance windows, incident response, and problem resolution procedures. The agreement is structured to protect both service provider and customer interests, ensuring clarity in service expectations and remedies within the Belgian jurisdiction.
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1. Parties: Identification of service provider and customer with full legal names and addresses
2. Background: Context of the agreement and brief description of the services being provided
3. Definitions: Detailed definitions including 'Uptime', 'Downtime', 'Scheduled Maintenance', 'Service Credits', 'Service Hours', etc.
4. Service Description: Detailed description of the services covered by the SLA
5. Service Level Commitments: Specific commitment to 99.9% uptime and other service levels
6. Service Level Measurement: Methodology for measuring and calculating uptime/downtime
7. Exclusions: Events and circumstances not counted as downtime (force majeure, scheduled maintenance, etc.)
8. Service Credits: Compensation structure for failure to meet service levels
9. Problem Resolution: Process for reporting and resolving service issues
10. Customer Obligations: Customer responsibilities and requirements for service delivery
11. Term and Termination: Duration of agreement and termination provisions
12. General Provisions: Standard legal provisions including governing law, notices, amendments, etc.
1. Security Requirements: Detailed security obligations - include when handling sensitive data or in regulated industries
2. Disaster Recovery: Disaster recovery and business continuity provisions - include for critical services
3. Performance Monitoring: Customer access to monitoring tools - include when offering direct monitoring capabilities
4. Service Level Reviews: Periodic review of service levels - include for long-term or high-value contracts
5. Change Management: Process for implementing changes - include for complex technical services
6. Multi-tenant Provisions: Specific provisions for shared infrastructure - include for cloud-based services
1. Schedule 1 - Technical Specifications: Detailed technical specifications of the service
2. Schedule 2 - Service Level Calculations: Detailed methodology for calculating uptime and service credits
3. Schedule 3 - Support Services: Description of support levels, response times, and escalation procedures
4. Schedule 4 - Pricing and Service Credits: Detailed pricing structure and service credit calculations
5. Schedule 5 - Contact Details: Key contacts and escalation points for both parties
6. Appendix A - Incident Response Plan: Procedures for handling and escalating service incidents
7. Appendix B - Service Monitoring Tools: Description of monitoring tools and customer access procedures
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