SLA Supplier Template for Austria

1. Business Continuity: Details of disaster recovery and business continuity requirements, recommended for critical services

2. Transition Services: Procedures for service transition at start and end of contract, important for complex service arrangements

3. Benchmarking: Rights and procedures for comparing services against market standards, useful for long-term contracts

4. Innovation and Continuous Improvement: Requirements for service enhancement and technological updates, relevant for technology-dependent services

5. Regulatory Compliance: Specific regulatory obligations, necessary for regulated industries

6. Environmental Requirements: Environmental standards and reporting, important for services with environmental impact

7. Subcontracting: Rules and approval processes for subcontractors, needed if subcontracting is permitted

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

2. Schedule 2 - Service Levels and KPIs: Detailed metrics, measurement methods, and service level targets

3. Schedule 3 - Pricing and Service Credits: Detailed fee structure and service credit calculations

4. Schedule 4 - Support Procedures: Detailed support processes, contact details, and escalation procedures

5. Schedule 5 - Security Requirements: Detailed security protocols and compliance requirements

6. Schedule 6 - Change Control Procedure: Process for implementing and documenting changes to services

7. Appendix A - Service Reports: Templates for service level reports and performance monitoring

8. Appendix B - Contact Details: Key personnel and emergency contacts for both parties