This Standard Uptime SLA template is designed for use in the Netherlands, complying with Dutch contract law and EU regulations. It is specifically crafted for situations where a service provider needs to commit to specific levels of service availability and uptime guarantees. The document includes essential elements such as service level definitions, measurement methodologies, excluded events, and compensation mechanisms through service credits. The Standard Uptime SLA is particularly valuable for cloud services, hosting providers, and digital service companies operating under Dutch jurisdiction, where clear performance metrics and accountability are crucial. It addresses both technical and legal requirements while providing flexibility to accommodate various service types and business needs.
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1. Parties: Identification of the service provider and customer, including full legal names and registered addresses
2. Background: Context of the agreement and brief description of the services being provided
3. Definitions: Detailed definitions of technical terms, service metrics, and other key concepts used throughout the agreement
4. Service Levels: Detailed description of the committed uptime percentage and service availability standards
5. Service Level Measurement: Methodology for measuring and calculating uptime, including measurement periods and tools
6. Exclusions: Circumstances not counted as downtime (planned maintenance, force majeure, etc.)
7. Service Credits: Calculation and application of service credits for failing to meet SLAs
8. Reporting: Frequency and format of service level reports
9. Support and Response Times: Response and resolution times for different incident priorities
10. Maintenance Windows: Scheduled maintenance periods and notification requirements
11. Term and Termination: Duration of the agreement and termination provisions
12. Governing Law and Jurisdiction: Confirmation of Dutch law application and jurisdiction
1. Data Processing Agreement: Required when the service involves processing personal data under GDPR
2. Disaster Recovery: Detailed recovery procedures for catastrophic failures, recommended for critical services
3. Security Requirements: Specific security standards and certifications, important for handling sensitive data
4. Customer Obligations: Specific customer responsibilities necessary for service delivery
5. Performance Optimization: Procedures for ongoing service optimization and improvement
6. Escalation Procedures: Detailed escalation paths for serious incidents, recommended for complex services
7. Change Management: Procedures for implementing service changes, important for dynamic environments
1. Schedule 1 - Service Level Definitions: Detailed technical definitions and calculations of service levels
2. Schedule 2 - Service Credit Calculation: Detailed formulas and examples for calculating service credits
3. Schedule 3 - Support Services: Detailed description of support processes and escalation procedures
4. Schedule 4 - Technical Requirements: Technical specifications and requirements for service delivery
5. Schedule 5 - Report Ƶ: Standard formats for service level reporting
6. Schedule 6 - Contact Details: List of key contacts and their roles for both parties
7. Appendix A - Service Architecture: Technical architecture diagrams and descriptions
8. Appendix B - Incident Classification: Criteria for classifying incidents by severity level
Relevant legal definitions
Clauses
Relevant Industries
Information Technology
Telecommunications
Cloud Services
E-commerce
Financial Services
Healthcare Technology
Manufacturing Technology
Digital Infrastructure
Software Development
Data Center Services
Managed Services
Enterprise Software
Relevant Teams
Legal
Information Technology
Service Delivery
Operations
Infrastructure
Commercial
Procurement
Risk & Compliance
Technical Support
Service Management
Solutions Architecture
Contract Management
Relevant Roles
Chief Technology Officer
Service Delivery Manager
IT Operations Manager
Legal Counsel
Contract Manager
Service Level Manager
Technical Account Manager
Infrastructure Manager
Cloud Services Manager
Operations Director
Procurement Manager
IT Director
Commercial Manager
Risk Manager
Compliance Officer
Solutions Architect
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