This Default SLA template is designed for use in Austrian business contexts where formal service delivery commitments need to be established between a service provider and customer. The document incorporates essential elements required under Austrian law, including ABGB provisions and relevant EU regulations, while maintaining flexibility to adapt to various service types. The Default SLA template is particularly valuable for businesses establishing new service relationships or standardizing existing service agreements, providing a comprehensive framework for service levels, performance monitoring, remedies, and operational procedures. It includes specific provisions for data protection under GDPR, consumer protection where applicable, and addresses both technical and commercial aspects of service delivery relationships.
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1. Parties: Identification and details of the service provider and customer
2. Background: Context of the agreement and general purpose of the services
3. Definitions: Definitions of key terms used throughout the agreement
4. Service Description: Detailed description of services to be provided
5. Service Levels: Specific, measurable performance standards and metrics
6. Service Credits: Compensation mechanism for failure to meet service levels
7. Performance Monitoring: Methods and frequency of service level measurement and reporting
8. Support Services: Description of support services, including response times and escalation procedures
9. Customer Obligations: Requirements and responsibilities of the customer
10. Charges and Payment: Pricing, payment terms, and invoicing procedures
11. Data Protection: GDPR compliance and data handling requirements
12. Confidentiality: Protection and handling of confidential information
13. Liability and Indemnification: Limitation of liability and indemnification provisions
14. Force Majeure: Circumstances excusing performance of obligations
15. Term and Termination: Duration, renewal, and termination provisions
16. General Provisions: Standard legal provisions including governing law and jurisdiction
1. Disaster Recovery: Required for critical services or when handling sensitive data
2. Security Requirements: Needed when handling sensitive data or providing security-critical services
3. Change Management: Important for complex services requiring regular modifications
4. Intellectual Property: Required when service involves creation or use of intellectual property
5. Personnel Requirements: Needed when specific staff qualifications or security clearances are required
6. Compliance Requirements: Required for regulated industries or services
7. Subcontractors: Include when service provider may use third-party suppliers
8. Insurance: Required for high-risk services or when mandated by industry standards
1. Schedule 1 - Service Level Specifications: Detailed technical specifications of service levels and measurement methods
2. Schedule 2 - Service Credits Calculation: Detailed formula and examples for calculating service credits
3. Schedule 3 - Pricing and Payment Schedule: Detailed pricing structure and payment terms
4. Schedule 4 - Support Procedures: Detailed support processes and escalation procedures
5. Schedule 5 - Technical Requirements: Technical specifications and requirements for service delivery
6. Schedule 6 - Information Security Requirements: Detailed security protocols and requirements
7. Schedule 7 - Data Processing Agreement: GDPR-compliant data processing terms and procedures
8. Schedule 8 - Contact Details: Key contacts and escalation matrices for both parties
Authors
Relevant legal definitions
Clauses
Relevant Industries
Information Technology
Telecommunications
Cloud Services
Professional Services
Managed Services
Banking and Financial Services
Healthcare
Manufacturing
Logistics
Software Development
Data Center Services
Business Process Outsourcing
Relevant Teams
Legal
Information Technology
Operations
Service Delivery
Procurement
Compliance
Risk Management
Account Management
Technical Support
Quality Assurance
Contract Administration
Customer Service
Information Security
Relevant Roles
Chief Technology Officer
IT Director
Service Delivery Manager
Contract Manager
Legal Counsel
Procurement Manager
Operations Manager
Account Executive
Business Development Manager
Risk Manager
Compliance Officer
Technical Project Manager
Chief Information Officer
Service Operations Director
Quality Assurance Manager
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