This document is essential for business relationships where consistent service delivery is crucial and minimum performance standards need to be clearly defined and enforced. A Minimum Service Level Agreement provides the foundational framework for service delivery expectations, establishing clear, measurable criteria for acceptable service levels and consequences for underperformance. Used primarily in B2B contexts under Belgian law, it helps prevent disputes by clearly defining minimum acceptable service standards, measurement methodologies, and remedies. The agreement typically includes specific metrics for service availability, response times, and quality indicators, along with reporting requirements and service credit mechanisms. It's particularly relevant for ongoing service relationships where service quality can be objectively measured and where Belgian legal compliance, especially with the Civil Code and B2B legislation, is required.
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1. Parties: Identification and details of the service provider and service recipient
2. Background: Context of the agreement, including the purpose and intent of the parties
3. Definitions: Detailed definitions of technical terms, service metrics, and other key terminology used throughout the agreement
4. Services Overview: High-level description of the services to be provided
5. Service Levels: Detailed minimum performance metrics, availability requirements, and quality standards
6. Service Level Measurement: Methods and procedures for measuring and monitoring service levels
7. Response and Resolution Times: Specified timeframes for responding to and resolving various categories of issues
8. Reporting Requirements: Regular reporting obligations and performance review procedures
9. Service Credits: Compensation mechanism for failure to meet minimum service levels
10. Force Majeure: Circumstances under which parties are excused from performance obligations
11. Term and Termination: Duration of the agreement and conditions for termination
12. Governing Law and Jurisdiction: Confirmation of Belgian law application and jurisdiction
1. Data Protection: Required if services involve processing personal data, including GDPR compliance measures
2. Security Requirements: Include when services involve IT systems or sensitive information
3. Business Continuity: Add when service disruption could significantly impact business operations
4. Subcontractors: Include if service provider may use third-party subcontractors
5. Intellectual Property Rights: Required if services involve creation or use of intellectual property
6. Insurance Requirements: Add for services with significant operational risks
7. Escalation Procedures: Include for complex services requiring detailed problem resolution procedures
1. Service Description Schedule: Detailed technical specifications of services to be provided
2. Service Level Metrics Schedule: Detailed metrics, formulas, and measurement methodologies
3. Pricing and Service Credits Schedule: Detailed pricing structure and service credit calculations
4. Contact Details Schedule: Key contacts and escalation points for both parties
5. Technical Requirements Schedule: Technical specifications and requirements for service delivery
6. Reporting Template Schedule: Standard formats for required service level reports
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