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Drafting a Service LevelAgreement(SLA)

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SME Lawyers

A template from the internet usually does more harm than good.
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How does it work?
Our services include a free consultation, a draft document, a revision round, and a final document. We invoice after sending the draft document.

Experience with legal services for entrepreneurs since 2001
Lawyers and legal professionals.Direct contact with a specialist who thinks practically.
Fixed rates.Where possible, clarity regarding costs in advance.
Within 4 hoursWe respond quickly to your request.
  • We worked for, among others:
  • MKBjuristen.nl partner
  • MKBjuristen.nl partner
  • MKBjuristen.nl partner
  • MKBjuristen.nl partner

We worked for, among others:

An incorrect document often provides a false sense of security.
You think everything is taken care of, but only discover whether the document actually works during a conflict or claim.

1

Free intake

We discuss your company, the purpose of the document, and the key risks.

2

Draft or check

We draft a custom document or review your existing document legally.

3

Final version

You will receive a final version with instructions on correct usage.

Mr. Jaime Boogaers
Mr. Jaime Boogaers
Corporate Law
Attorney, 16 years of experience

A legal document must not only be legally correct. Above all, it must align with how the entrepreneur will actually use the document

  • Lawyers and in-house counsel
  • Active since 2001
  • Affordable custom legal services
  • Always focused on practical use

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Choose whether you want to have the document drafted, checked, or modified. Prices and options vary per document.

From 99
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from 99.- per document

Do you already have a document, but are unsure if it is still correct? We check content, risks, and practical usability.

from 249.- per document

Is your document outdated, copied, generated with AI, or no longer suitable? We check and adjust the document.

About us

Our expertise

Our lawyers and in-house counsel specialize in drafting, reviewing, and amending legal documents and contracts. We look not only at the legal text but also at how you use the document in practice.

Custom solutions for your industry

Every business operates differently. That is why we take your industry, customers, working methods, and specific risks into account.

Our facts

  • Active since 2001
  • Lawyers and in-house counsel
  • Fixed rates in advance
  • Tailored legal solutions for entrepreneurs
  • Thousands of agreements per year
  • Customization
  • About us
from 99.- per document

Do you already have a document, but are unsure if it is still correct? We check content, risks, and practical usability.

  • Our legal expert spends 0.5 to 1.5 hours on the check
  • Telephone intake with a lawyer
  • Checks on content, risks, and practical usability
  • Attention to liability, payment, and termination
  • Concrete points for improvement and legal advice
  • Delivered within 3 working days, express delivery possible
from 249.- per document

Is your document outdated, copied, generated with AI, or no longer suitable? We check and adjust the document.

  • Our legal expert spends 1.5 to 2.5 hours checking and making adjustments
  • Telephone intake with a lawyer
  • Verification of the existing document
  • Adaptation to your business and working methods
  • Suitable for new services, customers, or risks
  • Delivered within 5 working days, express delivery possible

About us

Our expertise

Our lawyers and in-house counsel specialize in drafting, reviewing, and amending legal documents and contracts. We look not only at the legal text but also at how you use the document in practice.

Custom solutions for your industry

Every business operates differently. That is why we take your industry, customers, working methods, and specific risks into account.

Our facts

  • Active since 2001
  • Lawyers and in-house counsel
  • Fixed rates in advance
  • Tailored legal solutions for entrepreneurs
  • Thousands of agreements per year

Reviews (21)

Nora

It was a relief to be helped so quickly. We received excellent advice regarding the division of intellectual property rights. The service was professional and personal.

Anouar

Scheduling the appointment went very smoothly and quickly. The legal language was strict and forceful where necessary, but lenient where possible. It is clear that they have a passion for entrepreneurship.

Jeffrey

The approach was professional and personal. The draft was provided with helpful notes in the margin for clarification. The service was professional and personal.

Moad

We were immediately reassured after a worrying situation. The proactive attitude while waiting for feedback from our counterparty was very pleasant. The quality fully met our expectations.

Karlijn

We were pleasantly surprised by the proactive initial approach. We didn't just receive a standard template, but true custom work for our general partnership. It is clear that they have a passion for entrepreneurship.

Omar

Right from the intake, it was clear that we were dealing with specialists. They pointed out tax risks in the contract that we hadn't considered at all. A party that delivers on what it promises on its website.

Sofia

We were pleasantly surprised by the proactive initial approach. The explanation made the document understandable. Our customers are responding positively to the clear general terms and conditions.

Jan

Received pleasant assistance from the first contact. The fixed price upfront instilled confidence. Everything was delivered neatly and on time.

Reda

The decisiveness during the first meeting was very pleasant. They immediately understood where the sensitivities lay within our collaboration. Our customers are responding positively to the clear general terms and conditions.

Naomi

Professional approach without unnecessarily complicated language. We received a clear explanation of the risks. The quality fully met our expectations.

Ali

Good service and a clear working method. Ample time was taken to discuss the various options and their implications. Fantastic value for money for this level of expertise.

Mina

The lawyer got straight to the heart of the matter. The documents are written in such a way that they grow with the future of our company. Everything was delivered neatly and on time.

Cas

The start of the process immediately made a professional impression. Every adjustment we wanted was incorporated seamlessly and legally correctly. The service was professional and personal.

Ayoub

From day one, there was open and honest communication. We received not only a document but also a corresponding manual for its use. Fantastic value for money for this level of expertise.

Amine

Our complex question was immediately reduced to the essence. The lawyer pointed out aspects we had not considered ourselves. The final result aligns 100% with our high standards.

Marouane

We didn't feel like a number, but received truly personal attention. We didn't have to figure out much ourselves. The quality fully met our expectations.

Mirjam

The contact felt professional and approachable. The feedback we received on our own concept was incredibly insightful and useful. A reliable partner striving for perfection in their documents.

Jihane

We needed tailored legal advice quickly and received excellent assistance. We received a clear explanation of the risks. It is clear that they have a passion for entrepreneurship.

Hassan

Our assignment was accepted with great enthusiasm and professionalism. The expertise in the field of privacy and GDPR was clearly evident and up-to-date. Our business partners were impressed by the professionalism of the contracts.

Rens

Scheduling the appointment went very smoothly and quickly. Additional questions were answered promptly. Our business partners were impressed by the professionalism of the contracts.

Eline

We immediately clicked well with the lawyer who assisted us. We received excellent advice regarding the division of intellectual property rights. Our clients respond positively to the clear general terms and conditions.

Meet our office

Our ContractCheck, simply explained what can all go wrong.

Why MKB Juristen?

Since 2001, we have been active as a no-nonsense legal firm for entrepreneurs. We quickly get to the heart of the matter: with a thorough assessment, clear answers, and a document that works practically.

  • Nationwide coverage
  • First consultation free and without obligation
  • Fixed rates where possible
  • Affordable legal advice from lawyers and legal experts
  • Always a response within 4 hours

First, see how we work

A legal document requires trust. You see immediately who we are, how we help entrepreneurs, and why we do not work with standard templates.

  • You can view our working method before submitting an application
  • You will get a feel for the office and the people faster
  • The video supports the choice for customized legal solutions
  • After that, you can immediately request a quote or intake

What you can expect from us

We translate your situation into a legal document that you can actually use. You won't receive a loose template, but a document tailored to your business, agreements, and risks.

  • A clear roadmap: intake, concept, revision round, and final version
  • Practical explanation on how to use the document
  • Legal attention to liability, payment, and termination
  • Where possible, provide clarity in advance regarding price and delivery time
Are you unsure whether you should have the document drafted, checked, or amended?
During the initial consultation, we will determine the sensible course of action together. Afterward, you will know exactly where you stand.

Why customization?

A legal document only works well if it aligns with your business, agreements, risks, and industry. That is why we do not work with a standard generator, but with legal experts who assess your situation.

  • Prepared for your company
  • Telephone consultation included
  • No standard template
  • Review by legal specialists

What do you get?

You will receive a legal document that is practical and aligns with the agreements you wish to make.

  • Draft document or legal review
  • One adjustment round
  • Clear explanation where necessary
  • Fixed price where possible

The founders of MKB Juristen

Our organization consists of several small teams working within various legal fields. Each legal field has its own senior in-house counsel and/or lawyers.

Denian Wielhouwer

Corporate lawyer in corporate law & business expert

Denian Wielhouwer

Annelore Hendriks

Corporate lawyer, corporate law, administrative law

Annelore Hendriks

Ilja van Driel

Corporate law attorney, employment law

Ilja van Driel

Jaime Boogaers

Corporate law, ICT & privacy law, energy law attorney

Jaime Boogaers
Custom choices

Which choices determine the content?

The right DNO depends on the type of service, its importance to your business operations, and the room for negotiation between the parties. The choices below determine which service levels and consequences are appropriate.

Choice or question Why this matters legally
Are you a recipient or supplier of the service? As a purchaser, you want strict standards and enforceable consequences; as a supplier, you want achievable standards and clear exceptions.
How critical is the service to your business operations? A business-critical system requires higher availability and shorter recovery times than a support service.
What consequence do you attach to not meeting the standard? Service credits, fines, or a right of termination determine how much pressure the DNO actually exerts.
How and by whom is it measured? Measurement by the supplier, the customer, or an independent tool determines the reliability and the evidentiary position in disputes.
Does the DNO align with the main agreement? The Contractual Obligation is usually an appendix; alignment with the main agreement prevents conflicting provisions regarding liability and termination.
Clauses and provisions

Which components belong in a level of service agreement (SLA)?

A usable DNO describes not only which service is provided, but, more importantly, how the quality level is measured and what happens if it is not met. The components below together form a comprehensive and enforceable agreement.

Provision Relevant to Legal point of attention
Description of the services (scope) Always Precisely define which services fall under the DNO and what is explicitly excluded, to prevent discussion regarding the scope.
Service levels and KPIs Always Concrete, measurable standards such as availability (e.g. 99.5%), response time, and recovery time per priority class.
Measurement method and measurement period Always Describes how and over what period measurements are taken, which measuring instruments apply, and what falls outside the measurement (planned maintenance).
Reporting and evaluation Always Specifies how often and in what form reporting takes place and when the parties jointly evaluate performance.
Escalation and support procedure Recommended Determines how reports are submitted, which priorities apply, and how an issue is escalated.
Fines, service credits or compensation Recommended Linkes a consequence to the structural failure to meet the standard, so that the agreement is enforceable.
Maintenance and planned decommissioning Recommended Regulates notice periods for maintenance and whether this falls within or outside the availability standard.
Amendment and duration Always Determines the duration, renewal, termination, and the procedure for adjusting service levels in the interim.
Use in practice

How do you use this document correctly?

A DNO only works if all involved parties know which standards apply and if performance is actually measured and discussed. Follow the steps below.

Situation What should you do? Point of attention
When drafting Make every standard concrete and measurable (number, unit, period). A standard without a measurable value is unenforceable and leads to debate.
Upon signing Attach the DNO as an annex to the main agreement and refer to it explicitly. In this way, the service levels demonstrably apply as part of the contractual agreements.
During the term Arrange for periodic reporting and retain the measurement data. You are building a position of evidence to be able to demonstrate a shortcoming.
In the event of change or evaluation Adjust service levels in writing via the agreed change procedure. Oral agreements are difficult to prove and undermine enforceability.
Common mistakes

Common mistakes

Most problems with a DNO do not arise from a lack of intention, but from standards that are not written down to be measurable or enforceable. Avoid the mistakes below.

Wrong Consequence Better approach
Vague standards such as “as soon as possible” The standard cannot be established objectively and is therefore unusable in a dispute. Record concrete values: time, percentage, and measurement period.
No measurement method specified The parties measure differently and discuss the outcome. Describe who measures, with which instrument, and over what period.
No consequences for not meeting the standard The DNO is a paper tiger without leverage. Link service credits, a penalty, or a right of termination to structural shortcomings.
Maintenance not excluded or actually too broadly excluded Uncertainty regarding whether downtime counts towards the availability standard. Regulate notice periods and explicitly determine whether maintenance falls within or outside the standard.
DNO not aligned with the main agreement Conflicting provisions regarding liability or termination. Align the DNO with the main agreement and determine which takes precedence in the event of a conflict.
Risk profile

What is your situation and what do you pay attention to?

The appropriate service levels and safeguards depend on your role and the importance of the service. If you recognize your situation below, you know where to focus your attention.

Risk profile Example Focus in the document
Recipient of a business-critical service Downtime directly impacts your primary process or revenue. High availability, short recovery times, and strong leverage in case of deficiencies.
Supplier who promises service You want to offer attractive but achievable standards. Realistic standards, clear exceptions, and limitation of your liability.
IT or cloud service with external dependencies Your performance depends partly on suppliers. Carefully address force majeure and third-party dependencies, and align standards.
Processing of personal data in the service The service touches upon privacy legislation under the GDPR. Combine the DNO with a data processing agreement so that security and processing are regulated.
Additional documents

When is this document not enough?

A DNO regulates the quality level of a service, but not all underlying agreements. In the situations below, an additional or different document is required.

Situation Supplementary document Why
Situation Related document Explanation
The service processes personal data on your behalf Data Processing Agreement The GDPR mandates a data processing agreement that regulates the security and processing of personal data; the DNO does not regulate this.
Confidential information must be exchanged Confidentiality Agreement To protect sensitive business information, you establish confidentiality separately.
The entire service provision must be arranged contractually Cooperation Agreement The DNO is usually an appendix; the broader agreements regarding price, duration, and obligations belong in the main agreement.
Explanation of this document

Drafting a Service Level Agreement (SLA), why?

Not every entrepreneur knows exactly what service level agreements (DSA) are, when they are needed, and which risks they must cover. That is why we explain below what this document entails, what to look out for, and why customized legal solutions are important.

What is a level of service agreement?
A Agreement (SLA) is the document that establishes the quality standards to which a service provider commits when delivering its services. Whereas a service agreement governs the general legal relationship and commercial arrangements, a Service Level Agreement specifies the measurable standards: system availability, incident response times, repair guarantees, maintenance windows, and reporting on delivered performance. Service Level Agreements are most frequently concluded in the IT services sector—hosting, SaaS, managed services, network and telecom infrastructure—but also in facility services, logistics outsourcing, call center contracts, and professional services with measurable performance indicators. Our lawyers will draft a Service Level Agreement for you that establishes performance indicators in a measurable and enforceable manner, correctly links remedies for non-compliance to the damages suffered, and clearly regulates the escalation procedure.
Which performance indicators do you regulate in a level of service agreement?
Performance indicators (KPIs) are the core of every level of service agreement. They must be measurable, specific, and enforceable. The most commonly used KPIs in IT services are the following: Availability (uptime): the percentage of time the system is available, expressed as an annual or quarterly percentage. 99.9% uptime equates to a maximum of 8.76 hours of downtime per year; 99.99% equates to 52.6 minutes. The difference in costs and recovery obligations is significant. Incident response time: the time within which the service provider responds to a reported incident, categorized by priority — critical, high, medium, low. Recovery time (MTTR): the time within which an incident is resolved after reporting. Problem response time: the time within which the cause of a recurring incident is analyzed and structurally resolved. Our lawyers help you define KPIs that are realistic for the service provider and offer sufficient protection for the client.
What remedies apply if service levels are not met?
The remedies —the consequences of failing to meet the agreed service levels—are the most negotiated component of a service level agreement. The most commonly used remedy is the service credit: a discount on the monthly invoice that is automatically deducted if a KPI is not met. Service credits are a fixed, pre-agreed compensation that compensates the customer without having to prove the actual damage. A particular point of attention: service credits are typically the exclusive remedy—the customer cannot claim additional damages on top of the service credits, unless the service level agreement expressly permits this. This is an important point of negotiation for customers: in the event of serious failure, the actual damage can far exceed the service credits. Your service level agreement must also set out the procedure for claiming service credits: how and when must the customer submit claims? Our lawyers advise you on a remedy structure that suits your risk profile.
How do you manage scheduled maintenance windows and force majeure?
Scheduled maintenance windows are periods during which the service provider performs scheduled work that may result in limited availability. In the calculation of uptime, scheduled maintenance windows are generally excluded from the availability calculation, provided they are announced in a timely manner. Your service level agreement must specify how far in advance maintenance windows are announced, at what times they are permitted — preferably outside business hours — and the maximum duration they may last. The force majeure clause excludes service level obligations if the service provider fails due to circumstances beyond its control: power outages at the hosting provider, DDoS attacks, natural disasters, pandemics. Please note: service providers sometimes stretch the force majeure clause too broadly. If failures in their own infrastructure or that of subcontractors are classified as force majeure, the customer loses its remedies for situations that the service provider should have controlled. Our lawyers draft a balanced force majeure clause.
How do you handle the escalation procedure and the exit in the event of structural underperformance?
A service level agreement without an escalation procedure is incomplete. As soon as the service provider structurally fails to meet its KPIs—for several consecutive months—there must be a formal escalation route leading to remediation or termination. Your agreement must contain an escalation ladder : from operational consultation to management consultation to executive level, with corresponding time limits and remediation plan obligations. In addition to the escalation procedure, the agreement must contain an exit right : the right of the customer to terminate the agreement if the service provider fails to meet its service levels for a continuous period. The exit right must be linked to a transition arrangement: the service provider is obliged, during a transition period, to cooperate in the transfer of services to a successor supplier, including the transfer of data, configurations, and documentation. Our lawyers draft an exit and transition clause that protects you against structural underperformance.
How does it work at MKBjuristen?
Following a brief intake, our lawyers map out the nature of the service, its criticality to your business processes, and your specific risk appetite. Based on this, we draft a level of service agreement that establishes measurable and enforceable KPIs, correctly links service credits to incurred damages, regulates maintenance windows and force majeure in a balanced manner, and includes a workable escalation and exit procedure. We also assess existing SLAs for completeness and balance.
Are you unsure whether your document is legally correct? We would be happy to assess the sensible course of action: drafting, reviewing, or amending.
Request a quote

Why not use a standard document?

A standard document often seems like a quick solution, but usually does not fully align with your company, agreements, risks, and way of working. Our legal experts draft documents that fit your situation.

Standard document
SME Lawyers
Not tailored to your business
Tailored to your company, industry, and working methods
No control over your specific situation
Consultation with a lawyer and assessment of your risks
Possibly outdated or incomplete
Verification of current and practical provisions
No personal explanation
Explanation regarding the use of the document

A standard document seems cheap, until it doesn't fit your situation properly. That is why we provide custom legal solutions tailored to your business.

Custom solutions per industry and company

Every business operates differently and faces different legal risks. Therefore, we tailor the document to your industry, customers, agreements, and way of working.

Webshops & e-commerce

Focus on online sales, delivery, returns, complaints, payment, digital products, and consumer regulations.

Business services

Attention to the assignment, additional work, liability, payment, termination, and reliance on client information.

Construction, installation & execution

Attention to planning, delivery, warranties, additional work, materials, delays, and liability risks.

Software, SaaS & digital services

Attention to licenses, availability, support, updates, data, intellectual property, and limitation of liability.

Trade, supply & wholesale

Attention to delivery, transport, payment, retention of title, warranties, delivery times, and international agreements.

Consultants, freelancers & advisors

Attention to scope, best efforts obligations, cancellation, payment, liability, and confidential information.


A legal document only has value if it suits your practice. That is why we look not only at the text, but also at how you use the document in your business.

Common mistakes with legal documents

A legal document often seems simple, but small errors can have major consequences later on. In practice, we see that entrepreneurs run the greatest risk when a document does not align well with their business, agreements, or way of working.

  • Using a standard document that does not suit the company
  • Forgot important agreements regarding payment, delivery, liability, or termination
  • Have a document generated without legal review
  • Continuing to use old documents while the company has changed
  • Not knowing how the document should be used correctly in practice

A legal document only prevents problems if it suits your situation. That is why we look not only at the text, but also at your company, agreements, and risks.

Why is a standard document often not enough?

Because a standard document does not take into account your industry, customers, risks, and specific agreements, important provisions may be missing or not align well with your practice.

Can I create a legal document myself using AI?

AI can assist in creating text, but does not independently assess whether the document is legally appropriate, complete, and usable for your business. Legal review therefore remains important.

When do I need to have my document checked?

Have your document checked if your business has changed, you have new customers or services, you have doubts about existing agreements, or the document has not been updated for a long time.

Will I also receive an explanation about the use of the document?

Yes. We explain how to use the document in practice, what to look out for, and which steps are important to prevent disputes afterwards.

Contact us

Annelore Hendriks

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SME Lawyers at the Chamber of Commerce Source: Chamber of Commerce 2019
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