The Service Level Agreement Between Departments is essential for organizations operating in Belgium that need to formalize and standardize internal service delivery between their departments. This document type is particularly relevant when departments have significant operational dependencies or when clear performance metrics and accountability are required for internal services. The agreement, while adhering to Belgian corporate law and governance requirements, typically includes service definitions, performance metrics, reporting requirements, and escalation procedures. It's commonly used in scenarios where one department provides crucial support services to another, such as IT support, HR services, or financial processing. The document ensures compliance with Belgian organizational law while establishing clear expectations and measurable outcomes for inter-departmental cooperation.
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1. Parties: Identification of the departments entering into the SLA, including their internal organizational codes and responsible managers
2. Background: Context of the inter-departmental relationship and the need for the SLA
3. Definitions: Clear definitions of technical terms, service metrics, and department-specific terminology used in the agreement
4. Service Description: Detailed description of the services to be provided between departments
5. Service Levels: Specific, measurable performance metrics and standards for service delivery
6. Monitoring and Reporting: Methods and frequency of service level measurement and reporting
7. Roles and Responsibilities: Clear delineation of each department's duties and accountability
8. Operating Hours: Times during which services will be provided and support will be available
9. Resource Allocation: Description of human, technical, and financial resources committed by each department
10. Issue Management: Procedures for identifying, escalating, and resolving service issues
11. Review and Amendment: Process for periodic review and modification of the agreement
12. Term and Termination: Duration of the agreement and conditions for termination
1. Data Protection and Security: Specific measures for handling sensitive data - required when personal or confidential data is involved
2. Cost Allocation: Internal charging or cost-sharing mechanisms - needed when services involve budget transfers
3. Business Continuity: Procedures for maintaining service during disruptions - important for critical services
4. Training Requirements: Staff training obligations - relevant when service delivery requires specific skills
5. Quality Assurance: Additional quality control measures - important for departments with ISO certifications
6. Compliance Requirements: Specific regulatory obligations - needed for regulated departments like Finance or Legal
1. Service Level Metrics: Detailed breakdown of performance indicators and measurement methods
2. Pricing Schedule: Breakdown of internal costs and charging mechanisms if applicable
3. Technical Requirements: Specific technical specifications and requirements for service delivery
4. Escalation Matrix: Contact details and procedures for different levels of issue escalation
5. Operating Procedures: Detailed step-by-step procedures for routine operations
6. Report Templates: Standard formats for performance reporting and communication
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