Vendor Service Level Agreement Template for Austria

1. Change Management: Procedures for requesting and implementing changes to services or service levels - include if services are likely to evolve

2. Disaster Recovery: Business continuity and disaster recovery procedures - include for critical services

3. Personnel Requirements: Specific requirements for service provider's personnel - include if service delivery depends on specific qualifications or security clearances

4. Intellectual Property Rights: IP ownership and licensing provisions - include if services involve creation or use of intellectual property

5. Exit Management: Transition assistance and exit planning - include for complex or business-critical services

6. Compliance with Industry Standards: Specific industry compliance requirements - include if operating in regulated industries

7. Subcontracting: Rules and restrictions on subcontracting - include if subcontracting is likely

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

2. Schedule 2 - Service Level Specifications: Detailed metrics, measurement methods, and targets for each service level

3. Schedule 3 - Pricing and Payment Schedule: Detailed fee structure, rates, and payment terms

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

5. Schedule 5 - Data Processing Agreement: GDPR-compliant data processing terms and procedures

6. Schedule 6 - Security Requirements: Detailed security protocols and requirements

7. Appendix A - Service Credits Calculation: Detailed methodology for calculating service credits

8. Appendix B - Report Templates: Standard templates for performance reporting