This Development SLA template is designed for use in the Netherlands when establishing a formal agreement for software development services. It incorporates essential elements required under Dutch law and EU regulations, including GDPR compliance requirements and intellectual property provisions. The document is particularly useful when engaging external development services or establishing internal service levels for software development projects. A Development SLA is crucial for setting clear expectations regarding development methodologies, delivery timelines, quality standards, and performance metrics. It includes specific provisions for the Dutch market while addressing key aspects such as acceptance testing, change management, and service level commitments. This template is structured to protect both service providers and clients while ensuring clarity in development obligations and deliverables.
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1. Parties: Identification and details of the service provider and customer, including registered addresses and company details
2. Background: Context of the agreement and brief description of the development services to be provided
3. Definitions: Detailed definitions of technical terms, service levels, and other key concepts used throughout the agreement
4. Scope of Services: Detailed description of the development services, including methodology, deliverables, and objectives
5. Service Levels: Specific performance metrics, response times, and quality standards for the development services
6. Development Process: Description of the development methodology, sprints, approval processes, and delivery procedures
7. Change Management: Procedures for requesting, approving, and implementing changes to the development scope or specifications
8. Testing and Acceptance: Procedures for testing deliverables and criteria for acceptance or rejection
9. Customer Obligations: Customer's responsibilities, including providing access, information, and approvals
10. Intellectual Property Rights: Ownership and licensing of developed software, source code, and related materials
11. Data Protection and Security: Obligations regarding data protection, security measures, and GDPR compliance
12. Fees and Payment: Pricing structure, payment terms, and invoicing procedures
13. Term and Termination: Duration of the agreement, renewal terms, and termination rights
14. Liability and Indemnification: Limitations of liability, warranties, and indemnification obligations
15. General Provisions: Standard legal provisions including governing law, dispute resolution, and notices
1. Source Code Escrow: Terms for source code escrow arrangements, used when customer requires additional security
2. Business Continuity: Disaster recovery and business continuity provisions, important for critical systems
3. Training and Knowledge Transfer: Terms for providing training and documentation to customer staff
4. Third-Party Software: Provisions regarding use and licensing of third-party software components
5. Cloud Services: Specific provisions for cloud-based development and hosting if applicable
6. Support and Maintenance: Post-development support terms if included in the scope
7. Security Audits: Provisions for security audits and penetration testing if required
8. Regulatory Compliance: Specific compliance requirements for regulated industries
1. Schedule 1 - Service Level Specifications: Detailed metrics, KPIs, and performance standards
2. Schedule 2 - Technical Requirements: Detailed technical specifications and requirements
3. Schedule 3 - Development Methodology: Detailed description of development process, sprints, and ceremonies
4. Schedule 4 - Fee Schedule: Detailed breakdown of fees, rates, and payment milestones
5. Schedule 5 - Testing Procedures: Detailed testing protocols and acceptance criteria
6. Appendix A - Contact Details: Key contacts and escalation procedures
7. Appendix B - Change Request Template: Standard form for requesting and documenting changes
8. Appendix C - Security Requirements: Detailed security standards and requirements
9. Appendix D - Service Credits: Calculation and application of service credits for missed SLAs
Authors
Relevant legal definitions
Clauses
Relevant Industries
Information Technology
Software Development
Financial Services
Healthcare
E-commerce
Manufacturing
Professional Services
Telecommunications
Education
Government
Insurance
Retail
Relevant Teams
Legal
Information Technology
Software Development
Project Management
Procurement
Quality Assurance
Information Security
Risk and Compliance
Operations
Product Management
Solutions Architecture
Contract Management
Relevant Roles
Chief Technology Officer
IT Director
Software Development Manager
Project Manager
Legal Counsel
Procurement Manager
Contract Manager
Solutions Architect
Technical Lead
Quality Assurance Manager
Information Security Officer
Product Owner
Development Team Lead
Operations Manager
Risk Manager
Compliance Officer
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