The Global SLA template is designed for organizations requiring a robust framework for international service delivery under Belgian law. It is particularly suitable for companies providing or receiving services across multiple jurisdictions while maintaining centralized governance through Belgian law. This document type addresses the complexities of global service delivery, including performance measurement, service credits, data protection requirements, and cross-border operational standards. The Global SLA incorporates necessary elements for GDPR compliance, local regulatory requirements, and international service standards, while providing clear mechanisms for performance monitoring and issue resolution. It is commonly used in technology services, managed services, and other sectors requiring precise service level commitments across international operations.
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1. Parties: Identification of service provider and customer, including registered offices and company details
2. Background: Context of the agreement and relationship between the parties
3. Definitions and Interpretation: Definitions of technical terms, SLA metrics, and interpretation rules
4. Services Overview: High-level description of services covered by the SLA
5. Service Levels: Detailed performance metrics, measurement methods, and reporting requirements
6. Service Credits: Calculation and application of credits for service level failures
7. Service Operations: Day-to-day operation procedures, support, and maintenance
8. Monitoring and Reporting: Performance monitoring, reporting frequency, and review procedures
9. Problem Resolution: Issue classification, response times, and escalation procedures
10. Data Protection and Security: Security standards, data handling, and GDPR compliance measures
11. Business Continuity: Disaster recovery and business continuity requirements
12. Charges and Payment: Fee structure, payment terms, and service credit calculations
13. Term and Termination: Contract duration, renewal terms, and termination provisions
14. Liability and Indemnification: Limitation of liability, indemnification obligations, and insurance requirements
15. General Provisions: Standard legal clauses including governing law, notices, and dispute resolution
1. Change Management: Include when services may require significant modifications during the contract term
2. Transition Services: Include when complex service transition or implementation is required
3. Multi-jurisdiction Compliance: Include when services are delivered across multiple countries with specific regulatory requirements
4. Third-Party Service Providers: Include when subcontractors or third-party service providers are involved
5. Intellectual Property Rights: Include when services involve significant IP elements or custom developments
6. Environmental Requirements: Include when services have environmental impact or sustainability requirements
7. Staff and Key Personnel: Include when specific personnel or staffing requirements are critical
8. Benchmarking: Include when periodic service comparison against market standards is required
1. Schedule 1 - Service Descriptions: Detailed technical specifications of all services covered
2. Schedule 2 - Service Level Metrics: Comprehensive list of SLA metrics, measurement methods, and targets
3. Schedule 3 - Pricing and Service Credits: Detailed pricing structure and service credit calculations
4. Schedule 4 - Technical Requirements: Infrastructure, system, and technical requirements
5. Schedule 5 - Security Requirements: Detailed security protocols and compliance requirements
6. Schedule 6 - Operational Procedures: Standard operating procedures and support processes
7. Schedule 7 - Reporting Templates: Standard formats for performance and service level reporting
8. Schedule 8 - Contact Matrix: Key contacts and escalation procedures
9. Appendix A - Data Processing Agreement: GDPR-compliant data processing terms and conditions
10. Appendix B - Business Continuity Plan: Detailed disaster recovery and business continuity procedures
Authors
Relevant legal definitions
Clauses
Relevant Industries
Information Technology
Telecommunications
Cloud Services
Managed Services
Financial Services
Healthcare
Manufacturing
Logistics
Professional Services
E-commerce
Software Development
Data Center Operations
Relevant Teams
Legal
Information Technology
Operations
Procurement
Compliance
Risk Management
Vendor Management
Service Delivery
Technical Support
Business Relations
Contract Administration
Quality Assurance
Relevant Roles
Chief Information Officer
IT Director
Service Delivery Manager
Operations Director
Procurement Manager
Contract Manager
Legal Counsel
Compliance Officer
Technical Operations Manager
Global Services Director
Risk Manager
Vendor Management Lead
Service Level Manager
Business Relationship Manager
Chief Technology Officer
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