Firewall SLA Template for Austria

1. Change Management: Procedures for requesting and implementing changes to firewall rules or configuration - include when the customer requires flexibility in service modification

2. Disaster Recovery: Specific disaster recovery procedures and commitments - include for high-availability requirements

3. Additional Services: Description of optional services like advanced threat protection or DDOS protection - include when offering premium features

4. Multi-Location Services: Provisions for services across multiple customer locations - include for customers with multiple sites

5. Compliance Requirements: Industry-specific compliance requirements - include for regulated industries

6. Training and Support: Details of training and support services - include when offering customer training

7. Third-Party Integration: Terms for integration with other security services - include when connecting with other security systems

1. Schedule 1 - Technical Specifications: Detailed technical specifications of the firewall solution including hardware/software specifications

2. Schedule 2 - Service Level Metrics: Detailed breakdown of all service level metrics and measurement methodologies

3. Schedule 3 - Fee Schedule: Detailed pricing information including base fees and additional service charges

4. Schedule 4 - Support Procedures: Detailed support procedures, escalation paths, and contact information

5. Schedule 5 - Security Policies: Specific security policies and procedures to be followed

6. Appendix A - Incident Response Plan: Detailed procedures for different types of security incidents

7. Appendix B - Report Templates: Templates for various service reports and performance metrics

8. Appendix C - Change Request Forms: Standard forms for requesting changes to firewall rules or configuration