Tier 3 SLA Template for Austria

1. Change Management: Procedures for requesting and implementing service changes - include when significant service modifications are anticipated

2. Transition Services: Procedures for service transition and knowledge transfer - include when complex service implementation is required

3. Multi-vendor Management: Procedures for managing multiple service providers - include when services integrate with other vendors

4. Customer Obligations: Specific customer responsibilities - include when customer has significant operational responsibilities

5. Compliance Requirements: Industry-specific compliance requirements - include for regulated industries

6. Exit Management: Detailed exit procedures and data transition - include for complex service arrangements

7. Innovation and Continuous Improvement: Framework for service improvements - include for long-term strategic partnerships

8. Environmental Requirements: Environmental compliance and sustainability measures - include when environmentally sensitive services are involved

1. Schedule 1: Service Specifications: Detailed technical specifications of all services covered under the SLA

2. Schedule 2: Service Level Metrics: Comprehensive list of all service level metrics, measurement methods, and targets

3. Schedule 3: Price Schedule: Detailed pricing information, including base fees, variable charges, and extra service costs

4. Schedule 4: Support Procedures: Detailed support procedures, contact information, and escalation matrices

5. Schedule 5: Security Standards: Detailed security requirements, protocols, and compliance standards

6. Schedule 6: Business Continuity Plan: Detailed business continuity and disaster recovery procedures

7. Schedule 7: Service Credit Calculations: Detailed methods for calculating service credits and penalties

8. Appendix A: Technical Infrastructure: Documentation of technical infrastructure and architecture

9. Appendix B: Reporting Templates: Standard templates for service level reporting

10. Appendix C: Contact Matrix: Contact details for key personnel and support teams