Contract & Service Levels

If you decide to call in Multrix, we will enter into an agreement that is laid down in a contract with service level definitions and specifications and a dossier with agreements and procedures. Apart from the customary service provision, this document covers specific hosting- or ASP-model-related aspects. This explanation makes clear in which way we enter into an agreement with you.  

Main agreement
The main agreement comprises legal terms and conditions: clauses covering guarantees, obligations property, liability and waivers. 

Service level definitions
The service level definitions indicate the nature of the service provision and which aspects fall within the scope of the service provision. 

Service level specifications
The service level specifications outline the level of service provision. The requirements for each purchased service are described.
 
Agreements and procedures dossier
The ‘Agreements and procedures for IT service provision’ dossier outlines the agreements and procedures on the operational level. It is intended for anybody who is operationally involved in our IT service provision to you. All persons involved must collaborate on the basis of the agreements and procedures laid down in this document.

Reporting and no-claims bonus system
On the basis of monthly reporting, it is determined whether the agreed service levels have been reached, resulting in minus or bonus points. The results for each quarter are added up in a final payment. This no-claims bonus system is used by Multrix to charge for the delivered services and improving its service provision.