Service Credits Clause

O que é

Service credits are pre-agreed deductions from the fees that apply automatically when the supplier fails to meet a service level, for example uptime or response time targets. They are the standard financial remedy attached to an SLA.

Porque é importante

Service credits give the customer a fast, no-fault remedy without proving loss, and they incentivise the supplier to perform. How they interact with other remedies and any liability cap must be drafted carefully.

Como aplicar

• Tie each credit to a specific, measured service level with a clear calculation.
• State whether credits are the sole remedy or stack with damages and termination rights.
• Cap the total credits per period and define how they are applied to invoices.
• Add an earn-back or step-in trigger for repeated or severe failures.

Dicas de negociação

• • Customers should keep the right to terminate for chronic breach, not just take credits.
• • Suppliers should make credits the exclusive financial remedy up to a defined ceiling.

Erros frequentes

• • Credits set so low they cost less than under-delivering, removing any incentive.
• • Unclear whether credits exhaust the customer's remedies or sit alongside them.

Referências jurídicas

• BW 6:91 Contractual penalty provisions Direito neerlandês
• BW 6:248 Reasonableness and fairness Direito neerlandês

Salvo indicação em contrário, as referências remetem para o direito neerlandês (Burgerlijk Wetboek, o Código Civil neerlandês); os instrumentos da UE, como o RGPD, aplicam-se em toda a UE. Esta é informação geral, não constitui aconselhamento jurídico. Outras jurisdições tratam estes conceitos de forma diferente. Verifique o texto em vigor e a sua situação com um advogado qualificado.