This Database Service Level Agreement template is designed for use in the Netherlands when establishing formal arrangements for database service provision. It addresses critical aspects including service availability, performance metrics, data protection (compliant with Dutch GDPR implementation), security requirements, and remedy mechanisms. The document is particularly relevant in today's digital economy where organizations increasingly rely on external database services for their operations. It incorporates Dutch legal requirements and business practices, making it suitable for both domestic and international service arrangements where Dutch law governs. The agreement is structured to provide comprehensive coverage of technical specifications, operational requirements, and legal protections while remaining adaptable to specific business needs.
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1. Parties: Identification of the service provider and customer, including registered addresses and company details
2. Background: Context of the agreement and brief description of the database service to be provided
3. Definitions: Definitions of technical terms, service levels, and other key concepts used throughout the agreement
4. Service Scope: Detailed description of the database services, including specifications and functionality
5. Service Provider Obligations: Core obligations including service delivery, maintenance, and support
6. Customer Obligations: Customer responsibilities, including providing necessary access, information, and cooperation
7. Service Levels: Specific performance metrics, availability requirements, and response times
8. Security and Data Protection: Security measures, data handling procedures, and GDPR compliance requirements
9. Monitoring and Reporting: Performance monitoring, reporting procedures, and review meetings
10. Service Credits and Penalties: Compensation mechanism for service level failures
11. Charges and Payment: Pricing, payment terms, and billing procedures
12. Term and Termination: Duration of agreement, renewal terms, and termination provisions
13. Liability and Indemnification: Limitation of liability, indemnification obligations, and insurance requirements
14. General Provisions: Standard legal clauses including governing law, notices, and dispute resolution
1. Disaster Recovery: Detailed disaster recovery procedures - required for critical database services
2. Data Migration: Procedures for initial data migration - needed when transferring existing databases
3. Third-Party Integration: Terms for integration with other services - include when third-party services are involved
4. Professional Services: Additional consulting or customization services - include when offering beyond standard service
5. Customer Data Ownership: Specific provisions about data ownership and licensing - important for specialized databases
6. Compliance Requirements: Industry-specific compliance requirements - needed for regulated industries
7. Training and Support: Additional training and support provisions - include for complex database services
1. Schedule 1: Service Description: Detailed technical specifications of the database service
2. Schedule 2: Service Levels: Detailed service level metrics, measurement methods, and targets
3. Schedule 3: Security Requirements: Comprehensive security protocols and requirements
4. Schedule 4: Pricing and Charges: Detailed pricing structure, including any variable components
5. Schedule 5: Support Services: Support level descriptions, procedures, and contact details
6. Schedule 6: Data Processing Agreement: GDPR-compliant data processing terms and procedures
7. Schedule 7: Technical Requirements: Customer infrastructure requirements and technical prerequisites
8. Appendix A: Service Credit Calculation: Detailed methodology for calculating service credits
9. Appendix B: Incident Response Plan: Procedures for handling service incidents and outages
Authors
Relevant legal definitions
Clauses
Relevant Industries
Information Technology
Financial Services
Healthcare
E-commerce
Manufacturing
Professional Services
Telecommunications
Education
Government
Research & Development
Logistics
Insurance
Relevant Teams
Legal
Information Technology
Information Security
Procurement
Risk & Compliance
Operations
Infrastructure
Data Management
Service Delivery
Technical Support
Business Operations
Solutions Architecture
Relevant Roles
Chief Technology Officer
IT Director
Database Administrator
Legal Counsel
Data Protection Officer
Procurement Manager
IT Service Manager
Information Security Manager
Chief Information Officer
Contract Manager
Technical Operations Manager
Risk & Compliance Manager
Solutions Architect
IT Infrastructure Manager
Business Relationship Manager
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