The Average SLA serves as a comprehensive framework for establishing and maintaining service delivery standards in a business relationship under Belgian law. This document type is particularly useful when organizations need to define clear, measurable service expectations and performance metrics while ensuring compliance with Belgian legal requirements. It includes essential elements such as service definitions, performance standards, measurement methodologies, reporting requirements, and remediation procedures. The Average SLA is designed to strike a balance between technical detail and legal compliance, incorporating both standard service level metrics and Belgian-specific legal provisions. This document type is commonly used in business-to-business relationships where services need to be delivered consistently and measured against agreed standards, with clear consequences for non-performance.
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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: Detailed definitions of technical terms, service metrics, and other key terminology used in the agreement
4. Services Overview: High-level description of the services covered by the SLA
5. Service Levels: Detailed specifications of service performance metrics, including availability, response times, and quality standards
6. Service Credits: Compensation mechanism when service levels are not met, including calculation methods and claiming process
7. Service Monitoring: Methods and tools used to measure and report service performance
8. Support Services: Description of support levels, response times, and escalation procedures
9. Customer Obligations: Requirements and responsibilities of the customer
10. Term and Termination: Duration of the agreement and conditions for termination
11. Force Majeure: Circumstances under which parties are excused from performance
12. Governing Law and Jurisdiction: Specification of Belgian law as governing law and jurisdiction for disputes
1. Data Protection: GDPR compliance measures and data handling procedures - include when personal data is processed
2. Disaster Recovery: Procedures for service continuity in case of major incidents - include for critical services
3. Security Requirements: Specific security measures and compliance requirements - include for services handling sensitive data
4. Change Management: Procedures for implementing service changes - include for complex technical services
5. Subcontractors: Terms regarding the use of subcontractors - include when subcontractors may be used
6. Insurance: Insurance requirements - include for high-risk or high-value services
7. Intellectual Property: IP rights and obligations - include when service involves software or content creation
1. Schedule 1 - Service Descriptions: Detailed technical specifications of services
2. Schedule 2 - Service Level Metrics: Detailed performance metrics, measurement methods, and thresholds
3. Schedule 3 - Fee Schedule: Pricing, payment terms, and service credit calculations
4. Schedule 4 - Support Procedures: Detailed support processes, contact information, and escalation procedures
5. Appendix A - Technical Requirements: Customer infrastructure requirements and technical specifications
6. Appendix B - Report Ƶ: Ƶ for service level reporting and performance monitoring
Relevant legal definitions
Clauses
Relevant Industries
Information Technology
Telecommunications
Cloud Services
Software Development
Managed Services
Professional Services
Financial Services
Healthcare
Manufacturing
Logistics
Relevant Teams
Legal
Operations
Service Delivery
Procurement
Information Technology
Compliance
Quality Assurance
Account Management
Project Management
Technical Support
Relevant Roles
Service Delivery Manager
Contract Manager
Legal Counsel
Operations Director
IT Manager
Procurement Manager
Account Manager
Quality Assurance Manager
Compliance Officer
Project Manager
Business Relationship Manager
Technical Operations Manager
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