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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
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
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
Information Technology
Financial Services
Healthcare
E-commerce
Manufacturing
Professional Services
Telecommunications
Education
Government
Retail
Legal
Information Technology
Procurement
Operations
Service Delivery
Information Security
Risk Management
Compliance
Software Development
Technical Support
Contract Administration
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
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