It is therefore advised to clearly define what you are (not) going to do under the agreement in a Service Level Agreement (‘SLA’). You can offer your client the SLA as a separate contract, or as part of the offer.
A Service Level Agreement specifies which levels of service you guarantee. This goes beyond the clauses in ‘standard’ contracts, in which at most the sentence ‘we make our best efforts to keep the service online 24/7’ is laid down.
A SLA is more extensive, specifying in detail in which way the services will be provided. This includes for example guarantees on the online time (‘at least 99,5%’) and protocols regarding disturbances (‘within 10 minutes a receipt, within 30 minutes a status report’). It is up to you in how much detail you want to go. In an SLA, it is important to clearly define the situations in which there is a violation of the obligations laid down in the document and what the consequences of such violations are.
WOULD YOU LIKE MORE INFORMATION?
Send an e-mail to: firstname.lastname@example.org or call us at: +32 (0)2 535 77 55. You can also use the form below: one of our legal advisors will get back to you very soon.
Patenting software? Yes, that’s possible – although the rules are strict these days, especially in Europe but also in the USA after the Alice ruling of the Supreme Court.
Now that the UK Parliament has rejected the withdrawal agreement which was prepared by the UK Government and the EU institutions, questions are mounting about what to expect now and which preparations may be in order. Does your organisation need legal advice on Brexit?
Avenue Louise 65, 1050, Brussels, +32 (0)2 808 17 41, email@example.com