This SLA For Problem Management is designed for organizations requiring structured and measurable problem management services under Dutch jurisdiction. The document establishes a comprehensive framework for managing systematic issues within IT services, defining how recurring incidents are identified, analyzed, and permanently resolved. It encompasses essential elements required by Dutch law, including clear service definitions, performance metrics, and compliance with data protection regulations. The agreement is particularly relevant for organizations seeking to formalize their problem management processes with service providers, ensuring clear accountability and measurable outcomes. This document includes specific provisions for Dutch business practices, incorporating local regulatory requirements and standard industry practices for IT service management.
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1. Parties: Identification of service provider and customer, including legal entity details
2. Background: Context of the agreement and brief overview of the problem management services to be provided
3. Definitions: Detailed definitions of technical terms, service levels, and key concepts used in the agreement
4. Service Scope: Detailed description of problem management services covered under the agreement
5. Problem Management Process: Definition of problem identification, classification, investigation, and resolution procedures
6. Service Levels: Specific performance metrics, response times, and resolution targets
7. Roles and Responsibilities: Detailed breakdown of responsibilities for both service provider and customer
8. Escalation Procedures: Clear hierarchy and process for escalating problems based on severity and time thresholds
9. Reporting and Review: Regular reporting requirements, KPIs, and service review meetings
10. Communication Protocols: Standards for routine and emergency communications
11. Term and Termination: Duration of agreement and conditions for termination
12. Charges and Payment: Fee structure, payment terms, and any penalty clauses
13. General Terms: Standard legal provisions including liability, force majeure, and governing law
1. Transition Services: Procedures for service transition if replacing existing problem management provider
2. Integration Requirements: Requirements for integration with other IT service management processes when relevant
3. Business Continuity: Specific provisions for ensuring problem management services during disasters or major incidents
4. Security Requirements: Additional security measures for handling sensitive problems or data
5. Third-Party Management: Procedures for managing problems involving third-party vendors or services
6. Training and Knowledge Transfer: Requirements for staff training and knowledge management
7. Continuous Improvement: Processes for ongoing service improvement and innovation
1. Schedule 1: Service Level Targets: Detailed breakdown of all service level targets and measurement criteria
2. Schedule 2: Problem Categories and Priority Levels: Detailed classification system for problems and corresponding response requirements
3. Schedule 3: Pricing and Commercial Terms: Detailed pricing structure, including any variable charges and penalties
4. Schedule 4: Escalation Matrix: Contact details and escalation hierarchy for both parties
5. Schedule 5: Technical Requirements: Specific technical requirements for problem management tools and systems
6. Appendix A: Problem Management Procedures: Detailed operational procedures for problem management
7. Appendix B: Reporting Templates: Standard templates for various reports required under the agreement
8. Appendix C: Service Credits Calculation: Detailed methodology for calculating service credits or penalties
Authors
Relevant legal definitions
Clauses
Relevant Industries
Information Technology
Financial Services
Healthcare
Manufacturing
Retail
Telecommunications
Professional Services
Government
Education
Transportation and Logistics
Energy and Utilities
Relevant Teams
IT Operations
Service Desk
Problem Management
Technical Support
Quality Assurance
Service Delivery
Legal
Procurement
Risk and Compliance
Infrastructure and Operations
Vendor Management
Contract Management
Relevant Roles
IT Service Manager
Problem Manager
Service Delivery Manager
IT Operations Manager
Chief Information Officer
IT Director
Service Level Manager
Quality Assurance Manager
IT Support Manager
Risk and Compliance Manager
Procurement Manager
Contract Manager
Technical Support Lead
Infrastructure Manager
Legal Counsel
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