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Application SLA for the Netherlands

Application SLA Template for Netherlands

A comprehensive service level agreement governed by Dutch law that establishes the terms, conditions, and performance metrics for application services. The document details service availability, response times, support levels, and maintenance requirements while ensuring compliance with Dutch and EU regulations, particularly GDPR. It includes specific provisions for data protection, security measures, and dispute resolution under Netherlands jurisdiction, along with clear metrics for measuring and reporting service performance.

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Application SLA

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What is a Application SLA?

The Application SLA serves as a crucial legal framework for organizations providing or receiving application services in the Netherlands. This document is essential when establishing a formal service relationship between a software service provider and its business customers, particularly for cloud-based or hosted applications. It defines critical performance metrics, availability standards, and support obligations while ensuring compliance with Dutch legal requirements and EU regulations. The agreement includes detailed service level commitments, penalty clauses for non-performance, data protection measures aligned with GDPR, and specific provisions for maintenance and support. This document is particularly relevant in the current digital economy where businesses increasingly rely on third-party applications for critical operations.

What sections should be included in a Application SLA?

1. Parties: Identification of the service provider and customer, including full legal names and registered addresses

2. Background: Context of the agreement and brief description of the application service being provided

3. Definitions: Detailed definitions of technical terms, service levels, and other key concepts used throughout the agreement

4. Service Description: Detailed description of the application service, including functionality, features, and scope

5. Service Level Requirements: Specific performance metrics, availability requirements, and response times

6. Support Services: Details of technical support, maintenance, and help desk services

7. Customer Obligations: Customer responsibilities, including providing necessary access, information, and cooperation

8. Fees and Payment: Pricing structure, payment terms, and billing procedures

9. Term and Termination: Duration of the agreement, renewal terms, and termination conditions

10. Data Protection and Security: GDPR compliance measures and security requirements

11. Intellectual Property Rights: Ownership and usage rights of the application and related materials

12. Liability and Indemnification: Limitations of liability and indemnification obligations

13. Force Majeure: Circumstances under which parties are excused from performance

14. Governing Law and Jurisdiction: Specification of Dutch law application and jurisdiction for disputes

What sections are optional to include in a Application SLA?

1. Change Management: Procedures for requesting and implementing changes to the service, used when frequent modifications are expected

2. Disaster Recovery: Detailed recovery procedures and business continuity plans, important for critical applications

3. Service Credits: Compensation mechanism for service level failures, used in high-value or critical service agreements

4. Third-Party Integration: Terms governing integration with other applications or services, needed when external systems are involved

5. Training and Documentation: Requirements for user training and documentation provision, important for complex applications

6. Exit Management: Detailed procedures for service termination and transition, crucial for business-critical applications

7. Penetration Testing: Terms for security testing and vulnerability assessments, important for high-security applications

8. Environmental Requirements: Sustainability and environmental compliance requirements, relevant for environmentally conscious organizations

What schedules should be included in a Application SLA?

1. Schedule 1 - Service Level Specifications: Detailed technical specifications of service levels, including measurement methods and reporting

2. Schedule 2 - Fee Schedule: Detailed breakdown of all fees, charges, and payment terms

3. Schedule 3 - Technical Requirements: Specific technical requirements for the application, including supported platforms and browsers

4. Schedule 4 - Support Procedures: Detailed procedures for accessing support, including contact details and escalation paths

5. Schedule 5 - Security Requirements: Detailed security protocols, standards, and compliance requirements

6. Schedule 6 - Data Processing Agreement: GDPR-compliant data processing terms and procedures

7. Appendix A - Performance Monitoring: Methods and tools used for monitoring service performance

8. Appendix B - Incident Management: Procedures for handling and resolving service incidents

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

Netherlands

Publisher

Ƶ

Cost

Free to use
Relevant legal definitions










































Clauses































Relevant Industries

Information Technology

Financial Services

Healthcare

E-commerce

Manufacturing

Professional Services

Telecommunications

Education

Government

Retail

Relevant Teams

Legal

Information Technology

Procurement

Operations

Service Delivery

Information Security

Risk Management

Compliance

Software Development

Technical Support

Contract Administration

Relevant Roles

Chief Technology Officer

IT Director

Legal Counsel

Procurement Manager

Service Delivery Manager

Application Manager

Contract Manager

Information Security Officer

Operations Manager

Software Development Manager

Compliance Officer

Technical Account Manager

Risk Manager

IT Service Manager

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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