This Application Support SLA template is designed for use in the Belgian market where organizations require formal agreements for the provision of application support services. The document is particularly relevant when establishing a structured support relationship between IT service providers and their clients, ensuring compliance with Belgian contract law and EU regulations. The SLA defines critical elements including service scope, performance metrics, response times, and escalation procedures, while incorporating specific Belgian legal requirements and GDPR compliance measures. It is suitable for both domestic Belgian operations and international services provided within Belgium, offering flexibility to accommodate various application support scenarios while maintaining legal compliance.
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1. Parties: Identification of the service provider and customer, including registered addresses and company details
2. Background: Context of the agreement and brief description of the application(s) to be supported
3. Definitions: Detailed definitions of technical terms, service levels, and other key concepts used in the agreement
4. Services Scope: Detailed description of the application support services to be provided
5. Service Levels: Specific service level targets, including availability, response times, and resolution times
6. Support Process: Description of support procedures, incident classification, and escalation paths
7. Customer Responsibilities: Customer obligations and requirements for enabling service delivery
8. Provider Responsibilities: Provider commitments and obligations in delivering the services
9. Performance Monitoring: Methods and tools for measuring and reporting service performance
10. Data Protection and Security: GDPR compliance measures and security requirements
11. Fees and Payment: Pricing structure, payment terms, and billing procedures
12. Term and Termination: Contract duration, renewal terms, and termination conditions
13. Liability and Indemnification: Limitation of liability and indemnification provisions
14. General Provisions: Standard legal clauses including governing law, notices, and amendments
1. Disaster Recovery: Specific procedures for service continuity in case of major incidents, required for business-critical applications
2. Training Services: Details of any training provided to customer staff, included when knowledge transfer is part of the scope
3. Transition Services: Procedures for transitioning support from previous providers or to new providers, needed when changing suppliers
4. On-Site Support: Terms for physical presence support, included when remote support is insufficient
5. Third-Party Coordination: Procedures for coordinating with other vendors, needed in multi-vendor environments
6. Custom Development: Terms for minor enhancements or customizations, included when development services are part of support
7. Hardware Support: Terms for supporting related hardware infrastructure, needed for on-premises applications
1. Schedule 1 - Supported Applications: Detailed list and specifications of applications covered by the SLA
2. Schedule 2 - Service Level Specifications: Detailed metrics, measurements, and calculations for each service level
3. Schedule 3 - Fee Schedule: Detailed pricing, including base fees and variable charges
4. Schedule 4 - Escalation Matrix: Contact details and escalation procedures for different types of incidents
5. Schedule 5 - Technical Requirements: Technical specifications and requirements for service delivery
6. Schedule 6 - Security Requirements: Detailed security protocols and compliance requirements
7. Schedule 7 - Report Ƶ: Ƶ for various service reports and performance metrics
8. Appendix A - Incident Classification: Detailed criteria for classifying support incidents by severity
9. Appendix B - Change Management Procedures: Procedures for handling change requests and releases
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