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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
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
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
Information Technology
Financial Services
Healthcare
Manufacturing
Retail
Professional Services
Telecommunications
Education
Government
Logistics
Insurance
Banking
Information Technology
Legal
Procurement
Operations
Information Security
Risk & Compliance
Service Delivery
Infrastructure
Network Operations
Systems Administration
Vendor Management
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
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