This Service Level Agreement Uptime document is essential for technology service providers operating in Belgium who need to establish clear, legally-binding commitments regarding system availability and performance. The agreement is particularly crucial in scenarios where continuous system operation is critical to the client's business operations. It defines specific uptime percentages, measurement methodologies, and compensation mechanisms while adhering to Belgian contract law and EU regulations. The document typically includes technical specifications, reporting requirements, and remedy procedures, making it suitable for cloud services, hosting providers, and managed service providers. It's designed to protect both service providers and clients by clearly defining expectations, responsibilities, and consequences of service disruptions, while ensuring compliance with Belgian legal requirements regarding digital services and electronic communications.
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1. Parties: Identification of the service provider and customer, including registered addresses and company details
2. Background: Context of the agreement, description of the services being provided, and the purpose of the SLA
3. Definitions: Detailed definitions of technical terms, including 'uptime', 'downtime', 'scheduled maintenance', 'force majeure', etc.
4. Service Levels: Specific uptime commitments, including percentage guarantees and measurement periods
5. Service Level Measurement: Methods and tools used to measure and monitor uptime, including reporting mechanisms
6. Exclusions: Circumstances not counted as downtime, such as planned maintenance or force majeure events
7. Service Credits: Compensation mechanism for failure to meet service levels, including calculation methods
8. Reporting and Review: Regular reporting requirements and periodic review of service level performance
9. Problem Resolution: Process for identifying, reporting, and resolving service issues
10. Term and Termination: Duration of the agreement and conditions for termination
11. General Provisions: Standard legal clauses including governing law, notices, and amendments
1. Business Continuity and Disaster Recovery: Detailed procedures for maintaining service during emergencies, used for critical services
2. Security Requirements: Specific security measures and compliance requirements, included when handling sensitive data
3. Customer Obligations: Specific responsibilities of the customer, included when customer action is required for service delivery
4. Change Management: Procedures for implementing changes to the service, included for complex technical services
5. Escalation Procedures: Detailed escalation paths for serious issues, included for high-priority services
6. Service Implementation: Details of service setup and implementation phase, included for new service relationships
1. Schedule 1: Technical Specifications: Detailed technical specifications of the service, including infrastructure details
2. Schedule 2: Service Level Calculations: Detailed methodology for calculating uptime and service credits
3. Schedule 3: Contact Details: List of key contacts and escalation points for both parties
4. Schedule 4: Reporting Templates: Standard formats for service level reports and performance metrics
5. Schedule 5: Pricing and Service Credits: Detailed pricing structure and service credit calculations
6. Appendix A: Maintenance Windows: Scheduled maintenance periods and notification requirements
7. Appendix B: Service Level Exceptions: Comprehensive list of exclusions and force majeure events
Authors
Relevant legal definitions
Clauses
Relevant Industries
Information Technology
Telecommunications
Cloud Services
E-commerce
Financial Services
Healthcare Technology
Manufacturing Technology
Digital Services
Software Development
Data Center Services
Managed IT Services
Critical Infrastructure
Professional Services
Online Retail
Relevant Teams
Legal
Information Technology
Operations
Service Delivery
Technical Support
Infrastructure
Contract Management
Procurement
Risk and Compliance
Commercial
Service Management
Customer Success
Solutions Architecture
Technical Operations
Relevant Roles
Chief Technology Officer
IT Director
Service Delivery Manager
Technical Operations Manager
Contract Manager
Legal Counsel
Procurement Manager
Infrastructure Manager
Cloud Services Manager
IT Operations Manager
Service Level Manager
Technical Account Manager
Systems Reliability Engineer
Operations Director
Commercial Director
Risk Manager
Compliance Officer
IT Service Manager
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