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Simple SLA for Belgium

Simple SLA Template for Belgium

A Service Level Agreement (SLA) governed by Belgian law that establishes the framework for service delivery, performance standards, and mutual obligations between a service provider and customer. This document defines measurable service levels, monitoring mechanisms, and remedies for service failures while ensuring compliance with Belgian and EU regulations. It includes essential provisions for service quality metrics, reporting requirements, and dispute resolution procedures, all structured within the Belgian legal framework and incorporating relevant EU directives, particularly for data protection and electronic communications.

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What is a Simple SLA?

The Simple SLA is a fundamental document used to establish and maintain clear service expectations between service providers and their customers in the Belgian market. This document type is particularly relevant when organizations need to define specific, measurable service levels and performance standards while ensuring compliance with Belgian law and EU regulations. The Simple SLA includes key components such as service definitions, performance metrics, monitoring procedures, and remedy mechanisms, while being streamlined enough to avoid unnecessary complexity. It is designed to protect both parties' interests while maintaining flexibility for various service arrangements, from IT services to professional consulting. The document incorporates essential Belgian legal requirements and EU regulatory considerations, particularly regarding data protection, electronic communications, and consumer protection where applicable.

What sections should be included in a Simple SLA?

1. Parties: Identification and details of the service provider and service recipient

2. Background: Context of the agreement and brief description of the services to be provided

3. Definitions: Definitions of key terms used throughout the agreement

4. Services: Detailed description of the services to be provided

5. Service Levels: Specific performance metrics and standards that the service provider must meet

6. Performance Monitoring: Methods and frequency of monitoring service levels

7. Support and Maintenance: Details of support services and maintenance procedures

8. Customer Obligations: Responsibilities and obligations of the customer

9. Fees and Payment: Pricing, payment terms, and invoicing procedures

10. Term and Termination: Duration of the agreement and termination provisions

11. Liability and Indemnification: Limitation of liability and indemnification obligations

12. Force Majeure: Provisions for unforeseen circumstances affecting service delivery

13. Governing Law and Jurisdiction: Specification of Belgian law as governing law and jurisdiction for disputes

What sections are optional to include in a Simple SLA?

1. Data Protection: GDPR compliance and data processing terms - include when personal data is processed

2. Security Requirements: Specific security measures and protocols - include for IT or sensitive services

3. Disaster Recovery: Business continuity and disaster recovery procedures - include for critical services

4. Intellectual Property Rights: IP ownership and licensing terms - include when IP is created or used

5. Change Management: Procedures for implementing changes to services - include for complex services

6. Subcontracting: Terms for engaging subcontractors - include if subcontracting is permitted

7. Insurance: Insurance requirements - include for high-risk services

8. Confidentiality: Confidentiality obligations - include when sensitive information is shared

What schedules should be included in a Simple SLA?

1. Service Description Schedule: Detailed technical specifications of services

2. Service Level Metrics: Specific KPIs, measurement methods, and reporting requirements

3. Price Schedule: Detailed pricing structure, including any variable components

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

5. Change Request Form: Template for requesting and documenting service changes

6. Service Credits Calculation: Formula and examples for calculating service credits for missed SLAs

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

Software Development

Professional Services

Cloud Services

Telecommunications

Managed Services

Business Process Outsourcing

Healthcare Technology

Financial Services

Manufacturing

Logistics

Facilities Management

Relevant Teams

Legal

Operations

Information Technology

Procurement

Compliance

Service Delivery

Quality Assurance

Risk Management

Contract Management

Technical Support

Customer Success

Account Management

Relevant Roles

IT Manager

Service Delivery Manager

Operations Director

Procurement Manager

Contract Manager

Legal Counsel

Compliance Officer

Technical Service Manager

Account Manager

Business Development Manager

Project Manager

Quality Assurance Manager

Risk Manager

Chief Technology Officer

Chief Operating 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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