This Customer Support SLA template is designed for use in the Belgian market where specific legal requirements govern service agreements and consumer protection. It serves as a formal agreement between service providers and their customers, establishing clear expectations for support service delivery, quality standards, and performance metrics. The document is particularly relevant for technology companies, service providers, and businesses offering customer support services in Belgium, incorporating necessary elements for GDPR compliance and local language requirements. The Customer Support SLA includes comprehensive service level definitions, response time commitments, escalation procedures, and measurement methodologies, making it suitable for both B2B and B2C contexts while ensuring alignment with Belgian contract law and consumer protection regulations.
Thank you! Your submission has been received!
Oops! Something went wrong while submitting the form.
Your data doesn't train Genie's AI
You keep IP ownership of your docs
1. Parties: Identification of the service provider and customer, including registered addresses and company details
2. Background: Context of the agreement and relationship between parties
3. Definitions: Detailed definitions of technical terms, service levels, and key concepts used throughout the agreement
4. Service Description: Detailed description of support services provided, including channels and hours of operation
5. Service Level Commitments: Specific measurable service levels, response times, and resolution times for different priority levels
6. Performance Measurement: Methods and metrics for measuring service level achievement
7. Customer Obligations: Customer responsibilities, including providing necessary information and access
8. Data Protection and Security: GDPR compliance measures and data security commitments
9. Reporting and Review: Regular reporting requirements and service review procedures
10. Term and Termination: Duration of the agreement and termination provisions
11. Charges and Payment: Fee structure, payment terms, and billing procedures
12. General Terms: Standard legal provisions including liability, force majeure, and governing law
1. Premium Support Services: Additional section when premium support tiers are offered
2. On-Site Support: Include when physical on-site support is part of the service offering
3. Multi-Language Support: Include when support is offered in multiple languages
4. Third-Party Software Support: Include when support covers third-party software or integrations
5. Training Services: Include when customer training is part of the support package
6. Business Continuity: Include for critical support services requiring disaster recovery plans
7. Custom Development Support: Include when supporting custom-developed solutions
1. Service Level Definitions: Detailed definitions of service levels, priority levels, and response times
2. Support Procedures: Step-by-step procedures for logging and escalating support requests
3. Pricing Schedule: Detailed pricing for different support tiers and additional services
4. Technical Requirements: Technical specifications and requirements for support delivery
5. Contact Matrix: List of key contacts and escalation paths for both parties
6. Report Templates: Standard templates for service level reporting
7. Security Requirements: Detailed security protocols and requirements
8. Service Credits Calculation: Methods for calculating service credits for missed SLAs
Find the exact document you need
Basic SLA
A Belgian law-governed Service Level Agreement defining core service standards, performance metrics, and mutual obligations between provider and customer.
Download
Common SLA
A Belgian law-governed agreement defining service levels, performance metrics, and responsibilities between service provider and customer, ensuring compliance with Belgian and EU regulations.
Download
SLA Incident Response Time
Belgian law-governed SLA defining incident response time commitments and performance metrics between service providers and customers.
Download
Customer Support SLA
Belgian-law governed customer support SLA defining service levels, response times, and support obligations while ensuring compliance with local regulations.
Download
HR SLA
A Belgian-law governed Service Level Agreement for HR services provision, defining service standards and compliance requirements.
Download
SLA For Cleaning Services
A Belgian-law governed Service Level Agreement establishing performance standards and operational requirements for professional cleaning services, ensuring compliance with local regulations.
Download
Service Level Agreement For Warehousing And Distribution
Belgian law-governed Service Level Agreement for warehousing and distribution services, defining performance metrics and operational requirements.
Download
SLA Contract
A Belgian law-governed Service Level Agreement defining service standards, performance metrics, and mutual obligations between service provider and customer, aligned with EU regulations.
Download
Service Level Agreement Ict
A Belgian law-governed agreement defining ICT service delivery terms, performance metrics, and compliance requirements between service providers and customers.
Download
Service Level Agreement Between Departments
A Belgian law-governed internal agreement defining service standards and responsibilities between organizational departments.
Download
Customer Based Service Level Agreement
Belgian law-governed service level agreement defining service delivery standards, performance metrics, and mutual obligations between provider and customer.
Download
Minimum Service Level Agreement
A Belgian law-governed agreement establishing minimum required service levels and performance standards between service provider and recipient.
Download
Service Level Agreement 99.9 Uptime
Belgian-law governed Service Level Agreement establishing 99.9% uptime guarantee with associated performance metrics and remedies.
Download
Operational Level Agreement
A Belgian law-governed internal agreement defining service delivery standards and operational procedures between organizational departments.
Download
ұԾ’s Security Promise
Genie is the safest place to draft. Here’s how we prioritise your privacy and security.
Your documents are private:
We do not train on your data; ұԾ’s AI improves independently
All data stored on Genie is private to your organisation
Your documents are protected:
Your documents are protected by ultra-secure 256-bit encryption
We are ISO27001 certified, so your data is secure
Organizational security:
You retain IP ownership of your documents and their information
You have full control over your data and who gets to see it