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The Software Service Level Agreement (SLA) is essential for organizations providing or receiving software services in Belgium. It serves as a critical document that establishes clear expectations and measurable standards for software service delivery, while ensuring compliance with Belgian and EU regulations. This agreement is particularly relevant when implementing software-as-a-service solutions, cloud services, or managed software services. The document addresses key aspects including service availability, performance metrics, support levels, data protection requirements under GDPR, and specific Belgian legal requirements for digital services. It's designed to protect both service providers and customers by clearly defining obligations, service standards, and remedies for service failures. The SLA becomes especially important in regulated industries where service reliability and data protection are crucial, and should be customized based on the specific software service being provided and the industry context.

1. Parties: Identification of the service provider and customer, including full legal names, registration numbers, and registered addresses

2. Background: Context of the agreement, brief description of the software service, and the parties' intentions

3. Definitions: Detailed definitions of technical terms, service metrics, and other key terms used throughout the agreement

4. Service Description: Detailed description of the software services, including functionality, features, and technical specifications

5. Service Levels: Specific, measurable performance metrics including availability, response times, and other KPIs

6. Service Credits: Compensation mechanism for failure to meet service levels, including calculation methods and claim procedures

7. Support Services: Description of support levels, response times, and escalation procedures

8. Customer Obligations: Customer responsibilities, including providing accurate information, maintaining security, and acceptable use policies

9. Data Protection: GDPR compliance measures, data processing terms, and data security requirements

10. Security Requirements: Security standards, protocols, and procedures for service delivery and data protection

11. Charges and Payment: Pricing, payment terms, invoicing procedures, and late payment consequences

12. Term and Termination: Contract duration, renewal terms, and termination rights and procedures

13. Liability and Indemnification: Limitation of liability, indemnification obligations, and insurance requirements

14. Force Majeure: Circumstances excusing performance and related procedures

15. General Provisions: Standard contractual terms including notices, assignment, governing law, and jurisdiction