The Customer Service Agreement serves as a foundational document for businesses operating in Belgium that provide customer service functions, whether as their primary business or as part of their broader operations. This agreement is essential when establishing a formal service relationship with customers and needs to comply with Belgian civil law, consumer protection regulations, and EU directives, particularly regarding data protection and consumer rights. It's commonly used when implementing new service relationships, updating existing service terms, or standardizing service delivery processes. The document typically includes comprehensive details about service scope, performance standards, data handling procedures, pricing structures, and dispute resolution mechanisms, all tailored to meet Belgian legal requirements and market practices.
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1. Parties: Identification of the service provider and customer, including full legal names, addresses, and registration details
2. Background: Context of the agreement and brief description of the services to be provided
3. Definitions: Definitions of key terms used throughout the agreement
4. Scope of Services: Detailed description of the services to be provided, including service standards and deliverables
5. Service Provider Obligations: Key responsibilities and commitments of the service provider
6. Customer Obligations: Requirements and responsibilities of the customer
7. Data Protection and Privacy: GDPR compliance provisions and data handling procedures
8. Service Levels: Specific performance metrics and service level commitments
9. Fees and Payment: Pricing, payment terms, and billing procedures
10. Term and Termination: Duration of the agreement and conditions for termination
11. Liability and Indemnification: Limitations of liability and indemnification provisions
12. Force Majeure: Provisions for unforeseen circumstances affecting service delivery
13. Confidentiality: Protection of confidential information
14. Dispute Resolution: Procedures for resolving disputes under Belgian law
15. General Provisions: Standard legal provisions including notices, assignment, and entire agreement
1. Service Credits: Used when specific financial compensation is offered for service level failures
2. Intellectual Property Rights: Include when services involve creation or use of intellectual property
3. Customer Support Hours: Required when support hours differ from standard business hours
4. Emergency Support: Include for services requiring 24/7 or emergency support options
5. Training and Documentation: Necessary when service includes training or documentation deliverables
6. Transition Services: Include when complex service initiation or termination processes are required
7. Third-Party Services: Required when subcontractors or third-party services are involved
8. Insurance Requirements: Include for high-risk services or when specific insurance coverage is required
1. Schedule 1 - Service Level Agreement (SLA): Detailed service levels, measurement methods, and reporting requirements
2. Schedule 2 - Fee Schedule: Detailed breakdown of fees, pricing structure, and payment terms
3. Schedule 3 - Technical Requirements: Technical specifications and requirements for service delivery
4. Schedule 4 - Data Processing Agreement: Detailed GDPR-compliant data processing terms and procedures
5. Schedule 5 - Support Procedures: Detailed support processes, escalation procedures, and contact information
6. Appendix A - Service Description: Detailed description of each service component and deliverable
7. Appendix B - Change Request Form: Template for requesting changes to services or service levels
8. Appendix C - Security Requirements: Security protocols and requirements for service delivery
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