This Service Level Agreement Cyber Security template is designed for use when establishing a formal agreement between a cybersecurity service provider and their clients under Austrian jurisdiction. It addresses the critical need for clearly defined security services, performance metrics, and compliance requirements in today's digital landscape. The document incorporates essential elements required by Austrian law and EU regulations, including GDPR compliance, NIS Directive requirements, and Austrian data protection standards. It's particularly relevant for organizations seeking to formalize their cybersecurity service arrangements, establish clear accountability for security incidents, and ensure compliance with regulatory requirements. The agreement covers comprehensive service definitions, response times, reporting requirements, and liability provisions, making it suitable for both standard and complex cybersecurity service arrangements.
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1. Parties: Identification of the service provider and customer, including full legal names, registration numbers, and addresses
2. Background: Context of the agreement and brief description of the parties' business relationship
3. Definitions: Detailed definitions of technical terms, service metrics, and key concepts used throughout the agreement
4. Scope of Services: Detailed description of cybersecurity services to be provided, including monitoring, incident response, and preventive measures
5. Service Levels: Specific, measurable performance metrics and standards for each service component
6. Response Times and Priority Levels: Classification of security incidents and corresponding response time commitments
7. Service Provider Obligations: Detailed responsibilities of the service provider, including maintenance, updates, and reporting
8. Customer Obligations: Customer's responsibilities, including access provision, cooperation requirements, and security policies
9. Data Protection and Privacy: GDPR compliance measures and data handling procedures
10. Security Incident Management: Procedures for identifying, reporting, and responding to security incidents
11. Performance Monitoring and Reporting: Methods and frequency of service level monitoring and reporting
12. Fees and Payment Terms: Pricing structure, payment schedule, and billing procedures
13. Term and Termination: Duration of agreement, renewal terms, and termination conditions
14. Liability and Indemnification: Limitations of liability, indemnification obligations, and insurance requirements
15. Confidentiality: Protection of confidential information and trade secrets
16. General Provisions: Standard legal clauses including governing law, dispute resolution, and entire agreement
1. Business Continuity and Disaster Recovery: Specific procedures for maintaining service during disasters or major incidents - include when business continuity is a critical requirement
2. Compliance with Industry Standards: Specific industry standards compliance requirements - include for regulated industries
3. Third-Party Service Providers: Management of subcontractors and third-party services - include when subcontractors will be used
4. Intellectual Property Rights: Ownership and usage rights of security tools and software - include when proprietary tools are involved
5. Training and Knowledge Transfer: Requirements for staff training and knowledge sharing - include when customer staff training is part of the service
6. Service Credits and Penalties: Financial implications of service level breaches - include when specific penalties are required
7. Cloud Services Security: Specific security measures for cloud-based services - include when cloud services are involved
8. Physical Security Requirements: Physical security measures and access controls - include when on-premises services are provided
1. Schedule 1: Service Level Metrics and Calculations: Detailed breakdown of service level calculations and measurement methodologies
2. Schedule 2: Security Incident Response Procedures: Detailed procedures for different types of security incidents
3. Schedule 3: Technical Requirements and Specifications: Detailed technical specifications of security systems and tools
4. Schedule 4: Fee Schedule: Detailed pricing structure and payment terms
5. Schedule 5: Contact Matrix and Escalation Procedures: Contact details and escalation paths for different types of issues
6. Schedule 6: Compliance Requirements: Detailed compliance requirements and audit procedures
7. Appendix A: Security Policies and Procedures: Specific security policies and procedures to be followed
8. Appendix B: Report Templates: Templates for various required reports and notifications
9. Appendix C: Service Level Agreement Calculator: Tools and methods for calculating service level performance
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