This Service Level Agreement (SLA) template is designed for use under Austrian jurisdiction, incorporating requirements from relevant Austrian legislation including the ABGB and UGB. The SLA is essential for businesses providing ongoing services where performance standards need to be clearly defined and measured. It establishes specific, measurable service levels, outlines monitoring and reporting mechanisms, and defines remedies for service failures. The document should be used when entering into any service arrangement where performance metrics are crucial to the service delivery, particularly in technology, outsourcing, or managed services contexts. It includes comprehensive provisions for service definition, measurement criteria, reporting requirements, and remedy mechanisms, while ensuring compliance with Austrian legal requirements and, where applicable, EU regulations such as GDPR.
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1. Parties: Identification and details of the service provider and customer, including registration numbers and addresses
2. Background: Context of the agreement and brief description of the services to be provided
3. Definitions: Definitions of technical terms, service metrics, and other key terms used throughout the agreement
4. Services Overview: High-level description of the services covered by the SLA
5. Service Levels: Detailed description of the service levels and performance metrics that will be measured and reported
6. Performance Monitoring: Methods and procedures for monitoring and measuring service performance
7. Service Credits and Penalties: Calculation and application of service credits or other remedies for failure to meet service levels
8. Response and Resolution Times: Specified timeframes for responding to and resolving various categories of issues
9. Reporting Requirements: Details of performance reports, their frequency, and content
10. Support Services: Description of support services, including hours of operation and contact procedures
11. Customer Obligations: Customer responsibilities and requirements for the service provider to meet SLAs
12. Force Majeure: Circumstances under which service levels may be suspended due to events beyond reasonable control
13. Term and Termination: Duration of the agreement and conditions for termination
14. Governing Law and Jurisdiction: Specification of Austrian law as governing law and jurisdiction for disputes
1. Data Protection and Privacy: Required when personal data processing is involved, ensuring GDPR compliance
2. Disaster Recovery: Include when business continuity is critical, specifying recovery time objectives
3. Security Requirements: Add for services involving sensitive data or systems
4. Change Management: Include when regular service changes are anticipated
5. Subcontractors: Required when service provider may use third-party contractors
6. Service Level Reviews: Include when periodic review and adjustment of service levels is desired
7. Multi-language Provisions: Add when agreement needs to be in multiple languages
8. Industry-Specific Compliance: Include when services must comply with specific industry regulations
1. Schedule 1 - Service Descriptions: Detailed technical specifications of all services covered
2. Schedule 2 - Service Level Metrics: Detailed metrics, calculations, and measurement methods for each service level
3. Schedule 3 - Pricing and Service Credits: Detailed pricing structure and service credit calculations
4. Schedule 4 - Support Procedures: Detailed support processes, escalation procedures, and contact information
5. Schedule 5 - Technical Requirements: Technical specifications and requirements for service delivery
6. Appendix A - Report Templates: Templates for various reports required under the SLA
7. Appendix B - Contact Matrix: Key contacts and escalation paths for both parties
8. Appendix C - Service Level Measurement Tools: Description of tools and systems used for service level measurement
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