This Computer SLA template is designed for use in Belgium when establishing formal service level commitments for IT services, software applications, or technology infrastructure. It incorporates requirements from Belgian law, including the reformed Civil Code and Code of Economic Law, while ensuring compliance with EU regulations such as GDPR. The document is particularly relevant when organizations need to formalize IT service delivery standards, define performance metrics, establish support levels, and specify remedies for service failures. The Computer SLA includes essential elements such as service availability targets, response times, problem resolution timeframes, reporting requirements, and data protection measures, making it suitable for both business-to-business and business-to-consumer relationships in the Belgian market.
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1. Parties: Identification of the service provider and customer, including full legal names, registration numbers, and registered addresses
2. Background: Context of the agreement and brief description of the services to be provided
3. Definitions: Detailed definitions of technical terms, service metrics, and other key terms used throughout the agreement
4. Service Description: Detailed description of the IT services to be provided, including scope and limitations
5. Service Levels: Specific, measurable performance metrics and standards that the service provider commits to maintain
6. Service Availability: Guaranteed uptime percentages, maintenance windows, and planned downtime procedures
7. Support Services: Description of support levels, response times, and escalation procedures
8. Performance Monitoring: Methods and tools used to monitor service performance and generate reports
9. Data Protection and Security: GDPR compliance measures, data security protocols, and privacy safeguards
10. Service Credits and Penalties: Compensation mechanism for service level failures and calculation methods
11. Disaster Recovery: Procedures and commitments for system recovery in case of major incidents
12. Term and Termination: Duration of the agreement, renewal terms, and termination conditions
13. Payment Terms: Fees, payment schedule, and invoicing procedures
14. Liability and Indemnification: Limitations of liability, indemnification obligations, and insurance requirements
1. Hardware Requirements: Specific hardware requirements and responsibilities - include when hardware is part of the service scope
2. Software Licensing: Software license terms and compliance requirements - include when software licenses are part of the service
3. Third-Party Services: Terms relating to third-party service providers - include when subcontractors or third-party services are involved
4. Training and Documentation: Training provisions and documentation requirements - include when user training is part of the service
5. Business Continuity: Additional business continuity measures - include for critical systems or regulated industries
6. Data Migration: Terms for data migration services - include when data migration is part of the scope
7. Exit Management: Detailed exit procedures and transition assistance - include for complex or critical services
8. Environmental Requirements: Environmental standards and compliance - include when relevant to service delivery or corporate policies
1. Schedule 1 - Service Level Specifications: Detailed technical specifications of service levels, including measurement methods and reporting formats
2. Schedule 2 - Pricing and Payment Schedule: Detailed pricing structure, payment terms, and service credit calculations
3. Schedule 3 - Support Procedures: Detailed support procedures, contact information, and escalation matrices
4. Schedule 4 - Security Requirements: Detailed security protocols, compliance requirements, and audit procedures
5. Schedule 5 - Technical Infrastructure: Technical specifications of infrastructure, network requirements, and system architecture
6. Schedule 6 - Data Processing Agreement: GDPR-compliant data processing terms and procedures
7. Schedule 7 - Business Continuity and DR Plans: Detailed business continuity and disaster recovery procedures
8. Schedule 8 - Service Reports: Templates and specifications for service performance reports
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