The Service Level Agreement ICT is a critical contractual document used when establishing a formal relationship between an ICT service provider and a customer organization in Belgium. This document is essential for defining and managing the delivery of technology services, ensuring compliance with Belgian and EU regulations, and establishing clear performance metrics and accountability. It becomes necessary when organizations need to outsource or formally structure their ICT services, requiring detailed specification of service levels, support mechanisms, and operational procedures. The agreement must comply with Belgian contract law, telecommunications regulations, and data protection requirements, including GDPR. It typically includes comprehensive details about service specifications, performance metrics, security measures, data protection protocols, and remedy mechanisms for service failures.
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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. Services Description: Detailed description of the ICT services to be provided, including scope and specifications
5. Service Levels: Specific, measurable performance standards and metrics that the service provider commits to maintain
6. Performance Monitoring: Methods and procedures for monitoring and reporting service performance
7. Support Services: Description of support services, including help desk, maintenance, and incident response
8. Security Requirements: Security measures and protocols to be implemented, including data protection requirements
9. Data Protection: GDPR compliance measures and data processing terms
10. Customer Obligations: Responsibilities and obligations of the customer
11. Provider Obligations: Responsibilities and obligations of the service provider
12. Charges and Payment: Pricing, payment terms, and invoicing procedures
13. Term and Termination: Duration of the agreement and termination provisions
14. Liability and Indemnification: Limitations of liability and indemnification obligations
15. Force Majeure: Provisions for unforeseen circumstances affecting service delivery
16. General Provisions: Standard legal provisions including governing law, notices, and amendment procedures
1. Disaster Recovery: Detailed disaster recovery and business continuity procedures, required for critical systems
2. Third-Party Services: Terms governing the use of third-party services or subcontractors
3. Hardware Provisions: Terms related to hardware provision and maintenance, if hardware is part of the service
4. Software Licensing: Software licensing terms and conditions, if specific software is part of the service
5. Training Services: Terms related to training and knowledge transfer, if included in the service scope
6. Transition Services: Terms governing service transition at the start and end of the agreement
7. Compliance with Industry Standards: Specific industry standard compliance requirements, if applicable
8. International Data Transfers: Provisions for international data transfers, if data will cross borders
1. Schedule 1 - Service Specifications: Detailed technical specifications of the ICT services
2. Schedule 2 - Service Level Metrics: Detailed breakdown of service level targets and measurement methods
3. Schedule 3 - Pricing and Payment Schedule: Detailed pricing structure, payment terms, and rate cards
4. Schedule 4 - Support Procedures: Detailed support procedures, escalation paths, and response times
5. Schedule 5 - Security Requirements: Detailed security protocols and requirements
6. Schedule 6 - Data Processing Agreement: Detailed GDPR-compliant data processing terms
7. Schedule 7 - Business Continuity Plan: Detailed business continuity and disaster recovery procedures
8. Schedule 8 - Change Control Procedure: Procedures for implementing changes to services or terms
9. Appendix A - Contact Details: Key contacts for both parties
10. Appendix B - Technical Environment: Description of the technical environment and dependencies
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