The Simple Service Level Agreement is a critical document used when establishing a formal service relationship between a provider and customer in the Netherlands. This agreement type is particularly relevant when organizations need to define clear, measurable service standards while maintaining a straightforward contractual structure. The document incorporates essential elements required under Dutch law and EU regulations, including service definitions, performance metrics, response times, and remedies for service failures. It is commonly used for both business-to-business and business-to-consumer service arrangements, though the specific terms may vary accordingly. The agreement serves as a foundational document that can be scaled or modified based on service complexity while maintaining compliance with Dutch legal requirements.
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1. Parties: Identification and details of the service provider and customer
2. Background: Context of the agreement and brief description of the services to be provided
3. Definitions: Definitions of technical terms and key concepts used throughout the agreement
4. Services Overview: High-level description of the services covered by the agreement
5. Service Levels: Detailed performance metrics, availability requirements, and quality standards
6. Performance Monitoring: Methods and frequency of service level measurement and reporting
7. Response and Resolution Times: Timeframes for responding to and resolving various categories of issues
8. Support Services: Description of support services, including hours of operation and contact procedures
9. Customer Obligations: Requirements and responsibilities of the customer
10. Service Provider Obligations: Requirements and responsibilities of the service provider
11. Service Credits: Compensation mechanism for failure to meet service levels
12. Term and Termination: Duration of the agreement and conditions for termination
13. General Terms: Standard legal provisions including governing law, notices, and entire agreement
1. Data Protection: Specific provisions for handling personal data, required if personal data processing is involved
2. Disaster Recovery: Procedures for service continuity in case of major incidents, recommended for critical services
3. Change Management: Procedures for implementing changes to services or service levels
4. Security Requirements: Specific security measures and compliance requirements, important for IT services
5. Subcontractors: Terms governing the use of subcontractors, if applicable
6. Insurance: Insurance requirements and coverage details, recommended for high-value or high-risk services
7. Exit Management: Procedures for service transition at contract end, important for complex services
1. Service Description Schedule: Detailed technical specifications of services
2. Service Level Metrics Schedule: Detailed definitions and calculations of service level metrics
3. Pricing and Service Credits Schedule: Detailed pricing structure and service credit calculations
4. Escalation Matrix: Contact details and escalation procedures for various types of issues
5. Technical Support Procedures: Detailed procedures for requesting and receiving technical support
6. Service Implementation Plan: Timeline and milestones for service implementation
7. Report Templates: Standard formats for performance reports and service level measurements
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