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SLA Call for Belgium

SLA Call Template for Belgium

A Service Level Agreement (SLA) Call contract under Belgian law is a legally binding document that defines the specific terms, conditions, and performance metrics for call-related services. This agreement, governed by Belgian legal framework including the Belgian Civil Code and Code of Economic Law, establishes clear service levels, response times, and quality metrics for call handling services. It includes detailed specifications for availability, performance standards, monitoring procedures, and remedies for service failures, while ensuring compliance with Belgian telecommunications regulations and data protection requirements.

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What is a SLA Call?

The SLA Call agreement is essential for organizations requiring professional call handling services under Belgian jurisdiction. This document type is specifically designed to establish and maintain clear service standards for call-related operations, whether for customer service, technical support, or other voice-based services. The agreement includes comprehensive metrics for call response times, resolution rates, quality standards, and operational procedures. As a specialized form of Service Level Agreement, the SLA Call contract incorporates both general SLA principles and specific provisions for call handling services, ensuring compliance with Belgian telecommunications law and relevant EU regulations. It's particularly crucial for businesses operating call centers, help desks, or any service involving systematic telephone-based interactions with customers or users.

What sections should be included in a SLA Call?

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

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

3. Definitions: Definitions of technical terms, key concepts, and abbreviated terms used in the agreement

4. Services Overview: High-level description of the services covered by the SLA

5. Service Hours and Availability: Specification of service hours, availability commitments, and maintenance windows

6. Performance Standards: Detailed service levels, KPIs, and performance metrics

7. Response and Resolution Times: Timeframes for responding to and resolving different categories of issues

8. Monitoring and Reporting: Methods and frequency of service level monitoring and reporting

9. Service Credits and Penalties: Compensation mechanism for service level failures

10. Support and Escalation Procedures: Support process and escalation hierarchy

11. Force Majeure: Circumstances under which service levels may not be met due to events beyond reasonable control

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

13. General Terms: Standard legal provisions including governing law, notices, and amendments

What sections are optional to include in a SLA Call?

1. Data Protection and Security: Required when personal data processing is involved or specific security requirements exist

2. Disaster Recovery: Include when business continuity is critical and specific recovery time objectives are needed

3. Training and Knowledge Transfer: Add when service delivery requires specific training or knowledge transfer to customer staff

4. Transition Services: Include when specific provisions for service transition in or out are required

5. Third-Party Services: Required when subcontractors or third-party service providers are involved

6. Hardware and Software Requirements: Include when specific technical infrastructure is required for service delivery

7. Customer Obligations: Add when customer has specific responsibilities crucial for service delivery

What schedules should be included in a SLA Call?

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

2. Schedule 2 - Service Level Metrics: Detailed description of each KPI, calculation method, and measurement period

3. Schedule 3 - Price and Payment Schedule: Pricing details, payment terms, and service credit calculations

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

5. Schedule 5 - Technical Requirements: Specific technical requirements and configurations

6. Appendix A - Incident Priority Matrix: Classification of incidents and corresponding response times

7. Appendix B - Report Templates: Standard templates for service level reporting

8. Appendix C - Contact Details: Key contacts for both parties including emergency contacts

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

Telecommunications

Cloud Services

Managed Services

Professional Services

Software Development

Data Centers

Healthcare Technology

Financial Technology

Manufacturing Technology

Retail Technology

Customer Service

Business Process Outsourcing

Relevant Teams

Legal

Operations

Service Delivery

Customer Support

Information Technology

Quality Assurance

Procurement

Commercial

Technical Support

Service Management

Contract Management

Relevant Roles

IT Service Manager

Operations Director

Call Center Manager

Customer Service Director

Contract Manager

Service Delivery Manager

Legal Counsel

Procurement Manager

Technical Support Manager

Quality Assurance Manager

Telecommunications Manager

Help Desk Manager

Commercial Director

Chief Technology Officer

Chief Operations 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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