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MSP SLA for Belgium

MSP SLA Template for Belgium

A Managed Service Provider (MSP) Service Level Agreement governed by Belgian law establishes the terms and conditions for the provision of IT managed services, defining performance metrics, service standards, and operational responsibilities. This agreement complies with Belgian and EU regulations, including GDPR and the Belgian Code of Economic Law, while detailing service delivery commitments, response times, data protection measures, and liability provisions. It serves as a comprehensive framework for managing the ongoing relationship between the MSP and its clients, ensuring clear accountability and service quality standards.

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What is a MSP SLA?

The MSP SLA (Managed Service Provider Service Level Agreement) is essential for organizations in Belgium seeking to formalize their IT service management relationships. This document is used when a company engages an external provider to manage their IT infrastructure, systems, or services on an ongoing basis. The agreement, governed by Belgian law and compliant with EU regulations, establishes clear performance metrics, service standards, and operational procedures. It includes critical elements such as response times, service availability commitments, data protection measures, and penalty clauses for non-performance. The document is particularly important in the context of Belgian business practices, where detailed service agreements are required to ensure compliance with local regulations and to provide clear frameworks for B2B relationships in the IT sector.

What sections should be included in a MSP SLA?

1. Parties: Identification and details of the MSP and the Client, including registered addresses and company details

2. Background: Context of the agreement and brief description of the parties' business relationship

3. Definitions: Detailed definitions of technical terms, service-related terminology, and contract-specific concepts

4. Services Overview: High-level description of managed services to be provided

5. Service Levels: Detailed service level commitments, performance metrics, and measurement methodologies

6. Response and Resolution Times: Specified timeframes for responding to and resolving different categories of issues

7. Performance Monitoring: Methods and tools for monitoring service performance and generating reports

8. Data Protection and Security: GDPR compliance measures and security protocols for data handling

9. Fees and Payment Terms: Pricing structure, payment schedules, and billing procedures

10. Term and Termination: Contract duration, renewal terms, and termination conditions

11. Liability and Indemnification: Limitation of liability clauses and indemnification obligations compliant with Belgian law

12. Force Majeure: Circumstances exempting parties from contractual obligations

13. General Provisions: Standard legal clauses including governing law, jurisdiction, and notice requirements

What sections are optional to include in a MSP SLA?

1. Transition Services: Details of service transition from previous providers or to new providers, used when there's a transition period

2. Disaster Recovery: Specific disaster recovery procedures and commitments, included for critical services

3. Hardware and Software Management: Specific terms for hardware/software management if included in service scope

4. On-Site Support: Terms for physical on-site support services if provided

5. Third-Party Service Integration: Terms governing integration with third-party services when applicable

6. Intellectual Property Rights: Detailed IP provisions when custom solutions or development are involved

7. Staff and Subcontractor Requirements: Specific requirements for MSP staff and subcontractors if relevant

8. Change Management: Procedures for implementing service or system changes, included for complex service arrangements

What schedules should be included in a MSP SLA?

1. Schedule 1 - Service Descriptions: Detailed technical specifications of each service offered

2. Schedule 2 - Service Level Metrics: Detailed performance metrics, calculation methods, and reporting formats

3. Schedule 3 - Price List and Rate Card: Detailed pricing information including standard rates and special charges

4. Schedule 4 - Support Procedures: Detailed support processes, escalation procedures, and contact information

5. Schedule 5 - Security Requirements: Detailed security protocols, compliance requirements, and audit procedures

6. Schedule 6 - GDPR Processing Agreement: Detailed data processing terms compliant with GDPR requirements

7. Schedule 7 - Business Continuity Plan: Detailed business continuity and disaster recovery procedures

8. Schedule 8 - Transition Plan: Detailed transition timeline and responsibilities if applicable

9. Appendix A - Key Personnel: List of key contacts and responsible personnel from both parties

10. Appendix B - Technical Infrastructure: Documentation of technical infrastructure and system architecture

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

Financial Services

Healthcare

Manufacturing

Retail

Professional Services

Telecommunications

Education

Government

Logistics

Insurance

Banking

Relevant Teams

Information Technology

Legal

Procurement

Operations

Information Security

Risk & Compliance

Service Delivery

Infrastructure

Network Operations

Systems Administration

Vendor Management

Relevant Roles

IT Director

Chief Information Officer

Procurement Manager

Legal Counsel

Service Delivery Manager

Operations Manager

Chief Technology Officer

IT Security Manager

Contract Manager

Risk Manager

Compliance Officer

Data Protection Officer

IT Infrastructure Manager

Network Administrator

Systems Administrator

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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