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.
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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
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
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
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
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