The Customer Based Service Level Agreement is essential for businesses operating in Belgium that provide ongoing services to their customers. This document type is particularly crucial when service quality needs to be quantifiably measured and guaranteed. It establishes clear performance metrics, support levels, and compensation mechanisms while ensuring compliance with Belgian law and EU regulations. The agreement typically includes detailed service descriptions, performance standards, monitoring procedures, and remedy mechanisms, making it suitable for both technical and professional services. It's designed to protect both service provider and customer interests while meeting regulatory requirements for consumer protection, data privacy, and electronic commerce under Belgian jurisdiction.
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1. Parties: Identification of the service provider and customer, including full legal names, registration numbers, and addresses
2. Background: Context of the agreement and brief description of the services to be provided
3. Definitions: Definitions of technical terms, service metrics, and other key terms used throughout the agreement
4. Services Overview: Detailed description of the services covered by the SLA
5. Service Levels: Specific, measurable service level commitments and performance metrics
6. Service Availability: Guaranteed uptime, maintenance windows, and response times
7. Performance Monitoring: Methods and tools for measuring and reporting service performance
8. Service Credits: Compensation mechanism for service level failures
9. Support Services: Description of support levels, response times, and escalation procedures
10. Customer Obligations: Customer responsibilities and requirements for service delivery
11. Data Protection: GDPR compliance measures and data handling procedures
12. Charges and Payment: Pricing, payment terms, and billing procedures
13. Term and Termination: Duration of agreement, renewal terms, and termination conditions
14. Liability and Indemnification: Limitation of liability and indemnification provisions compliant with Belgian law
15. Force Majeure: Circumstances excusing performance under Belgian law
16. Governing Law and Jurisdiction: Specification of Belgian law and jurisdiction for dispute resolution
1. Security Requirements: Detailed security measures and compliance requirements, necessary for services involving sensitive data or specific security needs
2. Disaster Recovery: Business continuity and disaster recovery procedures, important for critical services
3. Change Management: Procedures for implementing service or system changes, relevant for complex technical services
4. Subcontractors: Terms governing the use of subcontractors, needed when service provider uses third parties
5. Service Migration: Procedures for service transition at contract end, important for complex or data-intensive services
6. Intellectual Property Rights: Specific IP provisions, necessary when service involves software or content creation
7. Insurance Requirements: Specific insurance obligations, relevant for high-risk or high-value services
8. Environmental Requirements: Environmental compliance and sustainability commitments, relevant for services with environmental impact
1. Schedule 1 - Service Specifications: Detailed technical specifications of the services
2. Schedule 2 - Service Level Metrics: Detailed performance metrics, measurement methods, and reporting formats
3. Schedule 3 - Price List: Detailed pricing structure, including service credits calculation
4. Schedule 4 - Support Procedures: Detailed support processes, contact information, and escalation procedures
5. Schedule 5 - Data Processing Agreement: GDPR-compliant data processing terms and procedures
6. Schedule 6 - Technical Requirements: Customer technical requirements and specifications
7. Appendix A - Service Report Template: Template for regular service performance reports
8. Appendix B - Incident Response Plan: Procedures for handling service incidents and outages
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