This SLA Cloud Service agreement is essential for organizations providing or consuming cloud-based services in Belgium. It serves as the primary contractual framework defining the service relationship, performance standards, and mutual obligations between cloud service providers and their customers. The document is specifically structured to comply with Belgian legal requirements while incorporating EU-wide regulations such as GDPR. It is particularly crucial when establishing cloud service arrangements that involve data processing, storage, or transmission within Belgian jurisdiction. The SLA includes detailed service level commitments, performance metrics, support arrangements, and remedies for service failures, making it suitable for both standard cloud services and customized enterprise solutions. This document type is commonly used when establishing new cloud service relationships or updating existing arrangements to ensure current regulatory 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 cloud service offering
3. Definitions: Detailed definitions of technical and legal terms used throughout the agreement
4. Service Description: Detailed description of the cloud services being provided
5. Service Levels: Specific performance metrics, availability commitments, and measurement methods
6. Support Services: Description of support levels, response times, and escalation procedures
7. Customer Obligations: Customer responsibilities and requirements for using the service
8. Data Protection and Security: GDPR compliance measures, security protocols, and data handling procedures
9. Service Credits: Compensation mechanism for service level failures
10. Charges and Payment: Pricing, payment terms, and billing procedures
11. Term and Termination: Duration of agreement, renewal terms, and termination conditions
12. Limitation of Liability: Liability caps and exclusions in compliance with Belgian law
13. Force Majeure: Circumstances under which service obligations may be suspended
14. Governing Law and Jurisdiction: Specification of Belgian law governance and dispute resolution procedures
1. Disaster Recovery: Detailed disaster recovery procedures, used for critical services or when required by customer
2. Professional Services: Additional implementation or consulting services, included when professional services are part of the offering
3. Service Migration: Procedures for service migration at termination, included for complex service arrangements
4. Subcontractors: Terms governing use of subcontractors, included when third-party services are involved
5. Compliance and Audits: Specific compliance requirements and audit rights, included for regulated industries
6. Insurance Requirements: Specific insurance obligations, included for high-value or high-risk services
7. Multi-tenant Provisions: Specific terms for multi-tenant services, included for shared infrastructure services
1. Service Level Specifications: Detailed technical specifications of service levels and performance metrics
2. Security Requirements: Detailed security protocols, certifications, and compliance requirements
3. Pricing Schedule: Detailed pricing structure, including variable components and calculation methods
4. Support Process: Detailed support procedures, contact information, and escalation matrix
5. Data Processing Agreement: GDPR-compliant data processing terms and procedures
6. Business Continuity Plan: Detailed business continuity and disaster recovery procedures
7. Technical Requirements: Customer technical requirements and specifications for service access
8. Service Credits Calculation: Detailed methodology for calculating service credits and penalties
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