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Guaranteed Uptime SLA for Austria

Guaranteed Uptime SLA Template for Austria

A comprehensive service level agreement governed by Austrian law that establishes guaranteed uptime commitments for technical services or infrastructure. The document defines specific performance metrics, measurement methodologies, and compensation mechanisms for service interruptions. It incorporates Austrian civil code requirements and EU regulations, particularly regarding contract formation, service obligations, and data protection. The agreement includes detailed technical specifications, monitoring procedures, reporting requirements, and remedies for breach of service levels, all aligned with Austrian legal standards and business practices.

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What is a Guaranteed Uptime SLA?

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.

What sections should be included in a Guaranteed Uptime SLA?

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

What sections are optional to include in a Guaranteed Uptime SLA?

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

What schedules should be included in a Guaranteed Uptime SLA?

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

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

Jurisdiction

Austria

Publisher

Genie AI

Cost

Free to use
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

Industries








Teams

Employer, Employee, Start Date, Job Title, Department, Location, Probationary Period, Notice Period, Salary, Overtime, Vacation Pay, Statutory Holidays, Benefits, Bonus, Expenses, Working Hours, Rest Breaks,  Leaves of Absence, Confidentiality, Intellectual Property, Non-Solicitation, Non-Competition, Code of Conduct, Termination,  Severance Pay, Governing Law, Entire Agreemen

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