This SLA Uptime agreement is designed for use in service relationships where consistent system availability is crucial to business operations. The document is specifically tailored for the Dutch market and legal framework, incorporating requirements from both Dutch civil law and EU regulations. It's particularly relevant for technology services, cloud providers, and digital infrastructure operators who need to provide clear, measurable commitments for system availability. The agreement includes detailed uptime guarantees, measurement methodologies, service credits for non-performance, and escalation procedures. This type of SLA is essential when establishing or maintaining service relationships where system availability is a critical factor, and it helps both parties understand their rights and obligations regarding service uptime commitments. The document provides a robust framework for managing service levels while ensuring compliance with Dutch legal requirements and industry best practices.
Thank you! Your submission has been received!
Oops! Something went wrong while submitting the form.
Your data doesn't train Genie's AI
You keep IP ownership of your docs
1. Parties: Identification of the service provider and customer, including full legal names and registered addresses
2. Background: Context of the agreement, relationship between parties, and purpose of the SLA
3. Definitions: Detailed definitions of technical terms, especially those related to uptime, downtime, maintenance windows, and performance metrics
4. Service Description: Detailed description of the services covered by the SLA
5. Service Availability Commitments: Specific uptime guarantees, including percentage commitments and calculation methods
6. Performance Measurement: Methods and tools used to measure and monitor service availability
7. Exclusions and Exceptions: Circumstances not counted as downtime, such as planned maintenance or force majeure events
8. Service Credits and Penalties: Compensation structure for failing to meet SLA commitments
9. Reporting and Communication: Requirements for performance reporting and notification procedures
10. Support and Response Times: Support levels, response times, and escalation procedures
11. Term and Termination: Duration of the agreement and termination conditions
12. General Provisions: Standard legal clauses including governing law, jurisdiction, and entire agreement
1. Disaster Recovery: Detailed procedures for service recovery in case of major incidents, recommended for critical services
2. Security Requirements: Specific security measures and compliance requirements, important for services handling sensitive data
3. Data Processing Terms: Required when the service involves processing personal data under GDPR
4. Service Improvement Plan: Procedures for continuous service improvement, useful for long-term contracts
5. Multi-tenant Services: Special provisions for shared service environments, relevant for cloud services
6. Customer Obligations: Specific requirements for customer infrastructure or cooperation, needed when service delivery depends on customer actions
1. Technical Specifications: Detailed technical parameters of the service, including infrastructure specifications
2. Service Level Metrics: Detailed calculation methods and examples for uptime measurement
3. Incident Priority Matrix: Classification of incidents and corresponding response times
4. Contact Details and Escalation Procedures: List of key contacts and detailed escalation procedures
5. Price Schedule: Service fees and service credit calculations
6. Maintenance Schedule: Planned maintenance windows and procedures
7. Service Acceptance Criteria: Detailed criteria for accepting the service as operational
Find the exact document you need
Sla (Retail)
Dutch-law governed Service Level Agreement for retail operations, defining service standards and performance metrics between providers and retail customers.
Download
SLA Request
A Dutch-law governed SLA Request document establishing service delivery standards and performance metrics between service provider and recipient.
Download
SLA Fulfillment
Dutch law-governed SLA Fulfillment agreement defining service levels, performance metrics, and delivery standards between provider and customer.
Download
SLA Administration
Dutch-law governed SLA Administration contract establishing service level management framework, performance metrics, and administrative procedures between service providers and clients.
Download
Default SLA
A Dutch law-governed Service Level Agreement defining service standards, performance metrics, and mutual obligations between service provider and customer.
Download
Basic SLA
A Dutch law-governed Basic Service Level Agreement defining service standards, performance metrics, and delivery terms between provider and customer.
Download
SLA Telecom
Dutch law-governed telecommunications Service Level Agreement defining service standards, performance metrics, and operational requirements for telecom services provision.
Download
SLA For Problem Management
Dutch-law governed SLA defining problem management services, responsibilities, and performance metrics for IT incident resolution.
Download
Missed SLA
A formal document under Dutch law addressing Service Level Agreement (SLA) breaches, outlining violation details, implications, and remediation measures.
Download
IT Service Desk SLA
Dutch-law governed IT Service Desk SLA defining service levels, performance metrics, and operational requirements for IT support services.
Download
Improved SLA
An enhanced Service Level Agreement under Dutch law establishing detailed service standards and performance metrics with improved accountability measures.
Download
Expected SLA
Dutch-law governed Service Level Agreement defining service standards, performance metrics, and mutual obligations between service provider and recipient.
Download
Agency SLA
Dutch-law governed agreement combining agency appointment with service level commitments between principal and commercial agent.
Download
SLA Production
A Dutch law-governed Service Level Agreement defining performance metrics and quality standards for production services in the Netherlands.
Download
SLA Delivery Time
A Dutch law-governed Service Level Agreement establishing delivery time commitments, performance metrics, and remedies for service delivery.
Download
Service Level Agreement For Schools
Dutch-law compliant Service Level Agreement template for educational institutions, covering service delivery, performance metrics, and data protection requirements.
Download
Tier 3 SLA
Dutch law-governed Tier 3 Service Level Agreement defining performance metrics and support requirements for non-critical IT services.
Download
SLA Uptime
Dutch-law governed Service Level Agreement (SLA) establishing uptime commitments and performance metrics for service availability, with associated remedies and reporting requirements.
Download
SLA Planning
A Dutch law-governed Service Level Agreement Planning document that establishes service delivery commitments and performance metrics between providers and clients.
Download
Sla (Healthcare)
Dutch healthcare service level agreement template compliant with Netherlands healthcare regulations and EU data protection laws.
Download
Server Level Agreement
Dutch-law governed Service Level Agreement defining service standards, performance metrics, and mutual obligations between service provider and customer.
Download
Normal SLA
A Dutch law-governed Service Level Agreement defining service standards, performance metrics, and remedies between service provider and customer.
Download
Cleaning Service Level Agreement
Dutch-law compliant service level agreement template for professional cleaning services, establishing service standards and operational requirements.
Download
SLA Warehouse
Dutch law-governed warehouse service level agreement defining performance metrics and operational standards for storage services.
Download
SLA Training
A Dutch law-governed agreement establishing service levels and quality standards for professional training services delivery.
Download
SLA Storage
Dutch-law governed Storage Service Level Agreement defining performance metrics, security requirements, and data protection measures for storage services.
Download
SLA Product Management
A Dutch law-governed Service Level Agreement defining terms and metrics for product management services, compliant with Netherlands jurisdiction requirements.
Download
SLA Level 1
A Dutch law-governed Service Level Agreement (SLA) Level 1 defining basic service standards and performance metrics between provider and customer.
Download
SLA Employee
A Dutch-law governed Service Level Agreement that sets performance standards and service expectations for employees while ensuring compliance with Netherlands employment regulations.
Download
SLA Database
Dutch-law governed Service Level Agreement for database services, defining performance metrics and compliance requirements.
Download
SLA Audit
A Dutch law-governed document establishing procedures and requirements for conducting Service Level Agreement (SLA) audits.
Download
SLA Asset Management
Dutch-law governed Service Level Agreement for Asset Management services, defining performance standards and regulatory compliance requirements under Dutch financial regulations.
Download
SLA Account Management
Dutch-law governed Service Level Agreement template for account management services, including performance metrics and service standards.
Download
SLA 99.999 Downtime
Dutch law-governed Service Level Agreement guaranteeing 99.999% service availability with comprehensive technical and legal provisions.
Download
SLA 8x5
Dutch-law governed Service Level Agreement for 8x5 service delivery, defining performance metrics and operational parameters for standard business hours support.
Download
Shipping SLA
Dutch law-governed Service Level Agreement defining performance standards and operational requirements for shipping and logistics services in the Netherlands.
Download
Latency SLA
A Dutch law-governed Service Level Agreement specifying latency requirements, measurement methods, and remedies for network or application performance.
Download
Guaranteed SLA
A Dutch law-governed agreement establishing guaranteed service levels with specific performance metrics and remedies for breach.
Download
Security Level Agreement
Dutch law-governed agreement setting security requirements and service levels between parties, incorporating Dutch and EU security and data protection regulations.
Download
Quality SLA
A Dutch law-governed agreement defining quality standards and performance metrics for service delivery, with specific service levels and remedies for non-compliance.
Download
ұԾ’s Security Promise
Genie is the safest place to draft. Here’s how we prioritise your privacy and security.
Your documents are private:
We do not train on your data; ұԾ’s AI improves independently
All data stored on Genie is private to your organisation
Your documents are protected:
Your documents are protected by ultra-secure 256-bit encryption
We are ISO27001 certified, so your data is secure
Organizational security:
You retain IP ownership of your documents and their information
You have full control over your data and who gets to see it
.png)