The Service Level Agreement Uptime document is essential for establishing clear, measurable standards for service availability between providers and customers in Austria. This agreement type is particularly crucial in today's digital economy where system availability directly impacts business operations. The document addresses the specific requirements under Austrian law and EU regulations, making it suitable for both domestic and international service arrangements. It defines critical aspects such as minimum uptime percentages, calculation methods, excluded events, scheduled maintenance windows, and remedies for breach. This agreement is commonly used when contracting for cloud services, hosting, SaaS solutions, or any technology service where system availability is crucial to business operations. The document includes provisions that comply with Austrian contract law, consumer protection requirements, and data protection regulations, while establishing clear metrics for service performance measurement and reporting.
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1. Parties: Identification of the service provider and customer, including full legal names and addresses
2. Background: Context of the agreement and brief description of the services being provided
3. Definitions: Detailed definitions of technical terms, including 'Uptime', 'Downtime', 'Scheduled Maintenance', and other relevant terminology
4. Service Levels: Specific uptime commitments, measurement periods, and calculation methods
5. Service Level Measurement: Methods and tools used to measure and monitor uptime, including reporting procedures
6. Service Credits: Compensation or credits provided for failure to meet agreed service levels
7. Scheduled Maintenance: Procedures and notice requirements for planned maintenance activities
8. Problem Resolution: Response times and escalation procedures for service issues
9. Reporting: Regular reporting requirements, including format, frequency, and content
10. Force Majeure: Circumstances under which service level commitments may be excused
11. Term and Termination: Duration of the agreement and conditions for termination
12. Governing Law and Jurisdiction: Specification of Austrian law as governing law and jurisdiction for disputes
1. Data Protection: GDPR compliance measures and data handling procedures, required if personal data is processed
2. Security Requirements: Specific security measures and compliance requirements, recommended for sensitive services
3. Disaster Recovery: Procedures for major service disruptions, recommended for critical services
4. Customer Obligations: Specific requirements for customer cooperation, needed if customer actions affect service levels
5. Third-Party Dependencies: Management of external service dependencies, needed if service relies on third-party providers
6. Change Management: Procedures for implementing service changes, recommended for complex services
7. Service Level Reviews: Periodic review and adjustment of service levels, useful for long-term agreements
1. Schedule 1: Technical Specifications: Detailed technical specifications of the service and monitoring systems
2. Schedule 2: Service Level Calculations: Detailed formulas and examples for calculating uptime and service credits
3. Schedule 3: Incident Priority Matrix: Classification of incidents and corresponding response times
4. Schedule 4: Contact Details: Key contacts and escalation paths for both parties
5. Schedule 5: Reporting Templates: Standard formats for service level reports
6. Appendix A: Service Architecture: Technical architecture diagrams and descriptions
7. Appendix B: Maintenance Windows: Agreed maintenance schedules and procedures
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