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Global SLA for Belgium

Global SLA Template for Belgium

A comprehensive service level agreement governed by Belgian law, designed for global service delivery arrangements. This document establishes detailed performance metrics, service standards, and operational requirements for cross-border service provision. It incorporates Belgian legal requirements, EU regulations including GDPR compliance, and international best practices for service delivery. The agreement includes specific provisions for service credits, performance monitoring, global support requirements, and multi-jurisdictional compliance frameworks.

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Global SLA

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What is a Global SLA?

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.

What sections should be included in a Global SLA?

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

What sections are optional to include in a Global SLA?

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

What schedules should be included in a Global SLA?

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

Alex Denne

Head of Growth (Open Source Law) @ Ƶ | 3 x UCL-Certified in Contract Law & Drafting | 4+ Years Managing 1M+ Legal Documents | Serial Founder & Legal AI Author

Jurisdiction

Belgium

Publisher

Ƶ

Cost

Free to use
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

Industries










Teams

Employer, Employee, Start Date, Job Title, Department, Location, Probationary Period, Notice Period, Salary, Overtime, Vacation Pay, Statutory Holidays, Benefits, Bonus, Expenses, Working Hours, Rest Breaks,  Leaves of Absence, Confidentiality, Intellectual Property, Non-Solicitation, Non-Competition, Code of Conduct, Termination,  Severance Pay, Governing Law, Entire Agreemen

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