SLA Telecom Template for Austria

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Key Requirements PROMPT example:

SLA Telecom

"I need a SLA Telecom agreement under Austrian law for providing mobile and data services to a medium-sized financial services company, with specific focus on data security and 99.99% uptime guarantee, to be implemented by March 2025."

Document background

This Telecommunications SLA (SLA Telecom) template is designed for use in the Austrian market, providing a comprehensive framework for defining and managing telecommunications service delivery. It is particularly valuable when establishing new service relationships or updating existing agreements to comply with current Austrian and EU regulations. The document incorporates essential elements required by the Austrian Telecommunications Act 2021 (TKG 2021) and GDPR, while providing flexibility to accommodate various service types and customer needs. It includes detailed service level commitments, measurement methodologies, support procedures, and remedy mechanisms, making it suitable for both business-to-business and business-to-consumer relationships in the telecommunications sector. The agreement's structure ensures that all parties have clear understanding of their rights, obligations, and the standards of service delivery.

Suggested Sections

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 telecommunications services being provided

3. Definitions: Detailed definitions of technical terms, service metrics, and other key terms used throughout the agreement

4. Service Description: Detailed description of the telecommunications services being provided, including scope and limitations

5. Service Levels: Specific, measurable performance metrics and standards that the service provider commits to maintain

6. Service Level Measurement: Methods and procedures for measuring and reporting service level performance

7. Service Credits: Compensation mechanism for service level failures, including calculation methods and claiming process

8. Support Services: Description of technical support services, including response times and escalation procedures

9. Customer Obligations: Customer responsibilities and requirements for facilitating service delivery

10. Data Protection and Privacy: GDPR compliance measures and data handling procedures

11. Charges and Payment: Pricing, payment terms, and billing procedures

12. Term and Termination: Duration of the agreement, renewal terms, and termination rights

13. Liability and Indemnification: Limitations of liability and indemnification obligations of both parties

14. Force Majeure: Circumstances under which service level obligations may be suspended

15. Governing Law and Jurisdiction: Specification of Austrian law as governing law and jurisdiction for disputes

Optional Sections

1. Regulatory Compliance: Additional section for regulated customers (e.g., financial institutions) requiring specific compliance measures

2. Security Requirements: Enhanced security measures for customers with specific security needs

3. Disaster Recovery: Detailed disaster recovery procedures for customers requiring high availability

4. Change Management: Formal procedures for implementing service changes, used for complex service arrangements

5. Service Migration: Procedures for migrating services from existing providers, used when customer is transitioning from another provider

6. Multi-site Services: Special provisions for services delivered across multiple customer locations

7. Competitive Restrictions: Non-compete and exclusivity provisions, used in strategic partnerships

Suggested Schedules

1. Schedule 1 - Technical Specifications: Detailed technical specifications of the telecommunications services

2. Schedule 2 - Service Level Metrics: Detailed breakdown of all service level targets and measurement methodologies

3. Schedule 3 - Service Credits Calculation: Detailed formulas and examples for calculating service credits

4. Schedule 4 - Pricing and Charges: Detailed pricing structure, including all rates and charges

5. Schedule 5 - Support Procedures: Detailed support procedures, contact information, and escalation matrices

6. Schedule 6 - Accepted Use Policy: Rules and restrictions regarding the use of the telecommunications services

7. Schedule 7 - Data Processing Agreement: GDPR-compliant data processing terms and procedures

8. Appendix A - Service Coverage Map: Geographic coverage areas for the telecommunications services

9. Appendix B - Equipment Specifications: Specifications for any customer premises equipment (CPE)

Authors

Alex Denne

Head of Growth (Open Source Law) @ Genie AI | 3 x UCL-Certified in Contract Law & Drafting | 4+ Years Managing 1M+ Legal Documents | Serial Founder & Legal AI Author

alex.den.21@genieai.co

Relevant legal definitions

Accepted Use Policy
Actual Service Level
Agreement Term
Availability
Backup Services
Bandwidth
Business Day
Business Hours
Change Request
Charges
Confidential Information
Critical Incident
Customer Data
Customer Equipment
Data Protection Laws
Downtime
Emergency Maintenance
End User
Equipment
Force Majeure Event
Help Desk
Incident
Initial Term
Intellectual Property Rights
Jitter
Latency
Maintenance Window
Mean Time to Repair
Network
Network Infrastructure
Operating Hours
Packet Loss
Planned Maintenance
Platform
Priority Levels
Response Time
Resolution Time
Service
Service Credits
Service Hours
Service Level Agreement
Service Level Failure
Service Level Measurement Period
Service Level Report
Service Level Target
Service Provider Equipment
Service Quality
Service Restoration
Service Specifications
Support Services
System
Target Service Level
Technical Specifications
Telecommunications Equipment
Telecommunications Services
Third Party Provider
Throughput
Uptime
Urgent Maintenance
User Documentation

Clauses

Relevant Industries

Telecommunications

Information Technology

Financial Services

Healthcare

Government Services

Retail

Manufacturing

Education

Transportation

Hospitality

Media and Broadcasting

Professional Services

Relevant Teams

Legal

Information Technology

Network Operations

Service Delivery

Procurement

Compliance

Technical Operations

Infrastructure Management

Contract Management

Customer Support

Service Level Management

Quality Assurance

Risk Management

Relevant Roles

Telecommunications Manager

IT Director

Network Operations Manager

Service Delivery Manager

Legal Counsel

Procurement Manager

Chief Technology Officer

Compliance Officer

Infrastructure Manager

Contract Manager

Technical Operations Director

Chief Information Officer

Service Level Manager

Network Administrator

Telecommunications Engineer

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