This Generic SLA template is designed for use under Belgian law when establishing formal service delivery arrangements between businesses. It serves as a foundational document for defining service expectations, performance metrics, and mutual obligations between service providers and their customers. The agreement incorporates requirements from Belgian contract law, the Code of Economic Law, and relevant EU regulations, particularly regarding data protection and electronic communications. This document is especially valuable for businesses operating in Belgium or subject to Belgian jurisdiction, providing a structured framework for service delivery governance, performance monitoring, and remedy mechanisms. The Generic SLA can be customized for various service types while maintaining compliance with Belgian legal requirements and business practices.
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1. Parties: Identification and details of the service provider and customer
2. Background: Context of the agreement and general purpose
3. Definitions: Definitions of key terms used throughout the agreement
4. Services Overview: High-level description of services to be provided
5. Service Levels: Detailed performance metrics, measurement methods, and reporting
6. Service Credits: Compensation mechanism for service level failures
7. Provider Obligations: Detailed responsibilities and commitments of the service provider
8. Customer Obligations: Customer responsibilities and requirements for service delivery
9. Charges and Payment: Pricing, payment terms, and invoicing procedures
10. Data Protection: GDPR compliance and data handling requirements
11. Confidentiality: Protection of confidential information
12. Liability and Indemnification: Limitation of liability and indemnification provisions
13. Force Majeure: Handling of events beyond reasonable control
14. Term and Termination: Duration, renewal, and termination conditions
15. General Provisions: Standard legal clauses including governing law, notices, etc.
1. Change Management: Procedures for implementing changes to services - include if services may evolve
2. Disaster Recovery: Business continuity and disaster recovery procedures - include for critical services
3. Security Requirements: Specific security measures and compliance - include for digital services
4. Intellectual Property: IP rights and licensing - include if software or creative works involved
5. Personnel: Key personnel requirements and vetting - include if on-site or dedicated staff needed
6. Insurance: Insurance requirements - include for high-risk or high-value services
7. Exit Management: Transition arrangements at termination - include for complex or critical services
1. Schedule 1 - Service Descriptions: Detailed technical specifications of services
2. Schedule 2 - Service Levels and KPIs: Detailed metrics, calculations, and measurement methods
3. Schedule 3 - Charges: Detailed pricing structure and calculations
4. Schedule 4 - Service Credit Calculation: Methods for calculating service credits
5. Appendix A - Contact Details: Key contacts and escalation procedures
6. Appendix B - Technical Requirements: Technical specifications and requirements
7. Appendix C - Report Ƶ: Ƶ for service level reporting
8. Appendix D - Security Standards: Detailed security requirements and standards
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