The Easy SLA template is designed for situations where parties need a straightforward but comprehensive service level agreement under Belgian law. This document type is particularly useful for small to medium-sized enterprises, or for larger organizations seeking to implement standardized service levels for routine services. The Easy SLA includes essential elements such as service definitions, performance metrics, and remedies, while remaining simpler than traditional enterprise-level SLAs. It ensures compliance with Belgian contract law and relevant EU regulations while maintaining accessibility and ease of use. This document type is typically used when establishing new service relationships, standardizing existing service arrangements, or implementing basic service level management without the need for complex customization.
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1. Parties: Identification of the service provider and customer, including full legal names, registration numbers, and registered addresses
2. Background: Brief context of the agreement and the parties' intention to enter into a service arrangement
3. Definitions: Clear definitions of key terms used throughout the agreement, including technical terms and service-related concepts
4. Services Description: Clear outline of the services to be provided, including scope and basic service parameters
5. Service Levels: Definition of the agreed service levels, including availability, response times, and performance metrics
6. Support and Maintenance: Details of support services, maintenance windows, and incident response procedures
7. Performance Monitoring: Methods and tools used to monitor service performance and generate reports
8. Service Credits: Calculation and application of service credits or other remedies for failure to meet service levels
9. Customer Obligations: Requirements and responsibilities of the customer to enable service delivery
10. Charges and Payment: Pricing, payment terms, and invoicing procedures
11. Term and Termination: Duration of the agreement, renewal terms, and termination conditions
12. General Provisions: Standard legal clauses including governing law, notices, and entire agreement
1. Data Protection: Required when personal data processing is involved, ensuring GDPR compliance
2. Security Requirements: Detailed security measures and compliance requirements for sensitive services
3. Disaster Recovery: Business continuity and disaster recovery procedures for critical services
4. Change Management: Procedures for requesting and implementing service changes when flexibility is needed
5. Subcontractors: Terms governing the use of subcontractors when relevant to service delivery
6. Insurance: Specific insurance requirements for high-risk or high-value services
7. Exit Management: Detailed exit procedures for complex services requiring transition planning
1. Schedule 1 - Service Specifications: Detailed technical specifications of the services
2. Schedule 2 - Service Level Targets: Specific KPIs, measurement methods, and target values
3. Schedule 3 - Pricing and Charges: Detailed pricing structure, including any variable charges
4. Schedule 4 - Support Procedures: Detailed support processes, escalation procedures, and contact information
5. Schedule 5 - Service Reports: Templates and specifications for service performance reports
6. Appendix A - Technical Requirements: Customer's technical environment and requirements
7. Appendix B - Contact Details: Key contacts and authorized representatives for both parties
Authors
Relevant legal definitions
Clauses
Relevant Industries
Information Technology
Software Development
Cloud Services
Professional Services
Telecommunications
Managed Services
Digital Services
Business Services
Consulting
Technology Infrastructure
Software as a Service
IT Support Services
Relevant Teams
Legal
Procurement
Information Technology
Operations
Service Delivery
Commercial
Account Management
Project Management
Technical Support
Customer Success
Vendor Management
Solutions Architecture
Relevant Roles
IT Manager
Service Delivery Manager
Operations Manager
Contract Manager
Procurement Manager
Business Relationship Manager
Technical Account Manager
Project Manager
Legal Counsel
Commercial Director
Solutions Architect
Account Executive
Customer Success Manager
Vendor Manager
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