Office SLA Template for Austria

1. Business Continuity: Required when services are critical to customer operations, detailing disaster recovery and business continuity procedures

2. Change Management: Include when frequent service modifications are anticipated, outlining processes for implementing changes

3. Subcontractor Management: Necessary when service provider may use subcontractors, defining approval and management processes

4. Environmental Standards: Include when specific environmental commitments or certifications are required

5. Insurance Requirements: Detailed insurance obligations when services involve significant risk or valuable assets

6. Staff Requirements: Include when specific qualifications or security clearances are required for service provider staff

7. Intellectual Property Rights: Required when services involve creation or use of intellectual property

8. Exit Management: Include for complex services requiring detailed transition procedures upon termination

1. Schedule 1: Service Specifications: Detailed technical specifications of each service component

2. Schedule 2: Service Level Metrics: Specific KPIs, measurement methods, and reporting requirements

3. Schedule 3: Fee Schedule: Detailed pricing, payment terms, and fee calculation methods

4. Schedule 4: Escalation Matrix: Contact details and procedures for different levels of issue escalation

5. Schedule 5: RACI Matrix: Responsibility assignment matrix for key service activities

6. Schedule 6: Data Processing Agreement: GDPR-compliant data processing terms and procedures

7. Appendix A: Service Location Details: Specific information about service delivery locations

8. Appendix B: Equipment Inventory: List of equipment provided or maintained as part of the service

9. Appendix C: Approved Subcontractors: List of pre-approved subcontractors and their roles