The SLA ITSM agreement is essential for organizations requiring professional IT service management under Belgian jurisdiction. It is particularly relevant when establishing a formal IT service delivery framework between a service provider and a client organization. This document type is used to define and manage expectations, establish clear performance metrics, and ensure compliance with Belgian and EU regulations. The agreement covers critical aspects such as service availability, incident response times, problem resolution procedures, and performance reporting. It includes specific provisions required under Belgian law while incorporating ITIL (Information Technology Infrastructure Library) best practices. The SLA ITSM is designed to protect both parties' interests while ensuring efficient and reliable IT service delivery, making it a crucial document for any significant IT service engagement in Belgium.
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1. Parties: Identification and details of the service provider and service recipient, including registered addresses and company numbers
2. Background: Context of the agreement and brief description of the parties' business relationship
3. Definitions: Detailed definitions of technical terms, service-related terminology, and other key concepts used in the agreement
4. Services Overview: High-level description of the IT services covered by the agreement
5. Service Level Objectives: Detailed specifications of service levels, including availability, performance metrics, and response times
6. Service Hours and Support: Definition of service hours, support availability, and contact procedures
7. Incident Management: Procedures for reporting, classifying, and resolving incidents
8. Performance Monitoring: Methods and tools used to monitor service performance and generate reports
9. Responsibilities: Detailed obligations of both service provider and service recipient
10. Data Protection and Security: GDPR compliance measures and security requirements
11. Charges and Payment Terms: Pricing, payment schedule, and billing procedures
12. Term and Termination: Duration of agreement, renewal terms, and termination conditions
13. Liability and Indemnification: Limitations of liability and indemnification provisions under Belgian law
14. Force Majeure: Circumstances excusing performance under Belgian law
15. Governing Law and Jurisdiction: Confirmation of Belgian law application and jurisdiction for disputes
1. Change Management: Procedures for requesting and implementing service changes - include when service modifications are anticipated
2. Disaster Recovery: Disaster recovery and business continuity procedures - include for critical services
3. Transition Services: Procedures for service transition at start and end of agreement - include for complex service implementations
4. Third-Party Providers: Management of third-party service providers - include when subcontractors are involved
5. Innovation and Continuous Improvement: Procedures for service improvement and technology updates - include for long-term strategic partnerships
6. Training and Knowledge Transfer: Requirements for training and knowledge sharing - include when significant user training is needed
7. Compliance and Audit Rights: Specific compliance requirements and audit procedures - include for regulated industries
8. Environmental Requirements: Environmental and sustainability requirements - include when relevant to service delivery or company policies
1. Service Descriptions: Detailed technical specifications of each service component
2. Service Level Metrics: Detailed measurement criteria and targets for each service level
3. Pricing Schedule: Detailed pricing information, including rate cards and volume discounts
4. Escalation Matrix: Contact details and procedures for different levels of escalation
5. Technical Requirements: Specific technical requirements and configurations
6. Security Requirements: Detailed security protocols and requirements
7. Data Processing Agreement: GDPR-compliant data processing terms and procedures
8. Business Continuity Plan: Detailed procedures for maintaining service during disruptions
9. Service Reports Template: Ƶ and formats for regular service reporting
Relevant legal definitions
Clauses
Relevant Industries
Information Technology
Financial Services
Healthcare
Manufacturing
Retail
Professional Services
Telecommunications
Public Sector
Education
Transportation and Logistics
Energy and Utilities
Relevant Teams
Information Technology
Legal
Procurement
Operations
Risk and Compliance
Information Security
Service Desk
Infrastructure
Applications Support
Vendor Management
Quality Assurance
Business Operations
Finance
Project Management Office
Relevant Roles
IT Service Manager
Chief Information Officer
IT Operations Manager
Service Delivery Manager
Contract Manager
Chief Technology Officer
IT Procurement Manager
Information Security Officer
Legal Counsel
Risk Manager
IT Project Manager
Business Relationship Manager
Technical Support Manager
Compliance Officer
Operations Director
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