This document serves as a legally binding Guaranteed Uptime SLA under Austrian law, essential for businesses providing critical technical services or infrastructure where continuous availability is paramount. It is commonly used when establishing formal service commitments between technology providers and their clients, particularly in cloud services, hosting, or mission-critical applications. The agreement incorporates provisions from the Austrian Civil Code (ABGB), Commercial Code (UGB), and relevant EU regulations, including GDPR compliance requirements. It defines specific uptime percentages, measurement methods, service credits, and escalation procedures, providing both parties with clear expectations and remedies. This document type is particularly relevant in the current digital economy where service reliability and availability are crucial for business operations.
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1. Parties: Identification of the service provider and customer, including full legal names, registration details, and addresses
2. Background: Context of the agreement, including brief description of services and purpose of the SLA
3. Definitions: Detailed definitions of technical terms, metrics, and key concepts used throughout the agreement
4. Service Description: Comprehensive description of the services covered by the SLA
5. Service Levels: Specific guaranteed uptime percentages and performance metrics
6. Measurement and Monitoring: Methods and tools used to measure service availability and performance
7. Service Credits and Compensation: Calculation and application of service credits or other compensation for failure to meet guaranteed levels
8. Exceptions and Force Majeure: Circumstances under which service level guarantees do not apply
9. Reporting and Review: Frequency and format of service level reporting and periodic review processes
10. Support and Response Times: Support services provided and associated response time commitments
11. Term and Termination: Duration of the agreement and conditions for termination
12. General Provisions: Standard legal provisions including governing law, notices, and entire agreement
1. Data Protection and Security: Specific provisions for data handling and security measures, required when personal data or sensitive information is involved
2. Disaster Recovery: Procedures and commitments for service restoration in case of major incidents, recommended for critical services
3. Change Management: Procedures for implementing changes to services or service levels, useful for long-term or complex service arrangements
4. Customer Obligations: Specific requirements for customer cooperation or infrastructure, needed when service delivery depends on customer actions
5. Professional Services: Additional consulting or professional services related to the main service, if offered
6. Multi-tenant Provisions: Special provisions for shared infrastructure or services, required for multi-tenant environments
7. Compliance and Certification: Specific compliance requirements or certifications, needed for regulated industries
1. Schedule 1 - Service Level Metrics: Detailed technical specifications of service level measurements and calculations
2. Schedule 2 - Service Credit Calculation: Detailed formulas and examples for calculating service credits
3. Schedule 3 - Technical Support Details: Detailed description of support levels, processes, and escalation procedures
4. Schedule 4 - Service Monitoring Specifications: Technical details of monitoring tools and methodologies
5. Schedule 5 - Planned Maintenance Windows: Schedule of planned maintenance activities and procedures
6. Appendix A - Contact Information: List of key contacts and escalation paths for both parties
7. Appendix B - Technical Requirements: Detailed technical requirements for service delivery and monitoring
8. Appendix C - Reporting Templates: Standard formats for service level reporting and review documentation
Authors
Relevant legal definitions
Clauses
Relevant Industries
Information Technology
Cloud Services
Telecommunications
Software as a Service
Infrastructure as a Service
Platform as a Service
Data Center Services
Managed Services
Healthcare Technology
Financial Technology
E-commerce
Digital Services
Industrial IoT
Network Services
Enterprise Software
Relevant Teams
Legal
Information Technology
Operations
Service Delivery
Customer Success
Technical Support
Infrastructure
Cloud Operations
Quality Assurance
Compliance
Risk Management
Sales
Account Management
Product Management
Service Operations
Network Operations Center
Relevant Roles
Chief Technology Officer
IT Director
Service Delivery Manager
Operations Manager
Technical Account Manager
Contract Manager
Legal Counsel
Compliance Officer
Infrastructure Manager
Cloud Services Manager
Service Level Manager
Quality Assurance Manager
Risk Manager
Procurement Manager
Systems Administrator
Network Engineer
Solutions Architect
Business Development Manager
Account Executive
Support Manager
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