The Customer Based Service Level Agreement serves as a crucial document for organizations providing services to consumers in the Netherlands, establishing clear expectations and obligations between service providers and their customers. This agreement type is particularly relevant in today's digital service economy, where clear performance metrics and service standards are essential for customer satisfaction and legal compliance. The document incorporates requirements from Dutch consumer protection laws, the Dutch Civil Code, and EU regulations (including GDPR), making it suitable for both domestic and EU-wide service provisions. It is designed to protect both the service provider's interests and consumer rights, while ensuring transparency in service delivery, performance measurement, and issue resolution procedures.
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1. Parties: Identification of the service provider and the customer, including full legal names and addresses
2. Background: Context of the agreement and brief description of the services to be provided
3. Definitions: Clear definitions of technical terms, service metrics, and other key terminology used throughout the agreement
4. Service Description: Detailed description of the services to be provided, including scope and limitations
5. Service Levels: Specific, measurable performance standards and service levels that the provider commits to maintain
6. Performance Monitoring: Methods and tools used to measure and monitor service performance
7. Response and Resolution Times: Specified timeframes for responding to and resolving different categories of issues
8. Customer Support: Details of support services, including hours of operation and contact methods
9. Customer Obligations: Customer responsibilities and requirements for enabling service delivery
10. Reporting: Type, frequency, and format of performance reports to be provided
11. Service Credits: Compensation mechanism for service level failures, including calculation methods
12. Data Protection: GDPR-compliant provisions for handling personal data and ensuring data security
13. Confidentiality: Provisions for protecting confidential information of both parties
14. Term and Termination: Duration of the agreement and conditions for termination
15. Liability and Indemnification: Limitations of liability and indemnification obligations
16. Force Majeure: Provisions for handling circumstances beyond reasonable control
17. Governing Law: Specification of Dutch law as governing law and jurisdiction
1. Change Management: Procedures for requesting and implementing changes to services - include when services are likely to evolve
2. Disaster Recovery: Procedures for service recovery in case of major incidents - include for critical services
3. Security Requirements: Specific security standards and requirements - include for services involving sensitive data
4. Service Level Reviews: Periodic review procedures for service levels - include for long-term agreements
5. Escalation Procedures: Detailed escalation paths for unresolved issues - include for complex services
6. Training and Documentation: Requirements for user training and documentation - include for technical services
7. Transition Services: Provisions for service transition at termination - include for critical business services
8. Subcontractor Management: Rules regarding use and management of subcontractors - include when subcontractors may be used
1. Schedule 1 - Service Descriptions: Detailed technical specifications of each service component
2. Schedule 2 - Service Level Metrics: Detailed performance metrics, targets, and measurement methods
3. Schedule 3 - Fee Schedule: Pricing, payment terms, and service credit calculations
4. Schedule 4 - Support Procedures: Detailed support processes, escalation paths, and contact information
5. Schedule 5 - Technical Requirements: Technical specifications and requirements for service delivery
6. Appendix A - Incident Categories: Classification and definitions of different types of service incidents
7. Appendix B - Report Templates: Standard formats for various service reports
8. Appendix C - Contact Matrix: Key contacts and roles for both parties
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