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SLA Change Management for Austria

SLA Change Management Template for Austria

This document establishes a comprehensive framework for managing changes to Service Level Agreements under Austrian law, particularly considering the provisions of the ABGB (Austrian Civil Code) and UGB (Enterprise Code). It outlines the procedures, responsibilities, and requirements for proposing, evaluating, implementing, and documenting changes to service levels, ensuring compliance with Austrian regulatory requirements while maintaining service quality and business continuity. The document incorporates specific provisions for both standard and emergency changes, governance structures, and risk management procedures, all aligned with Austrian business practices and legal frameworks.

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What is a SLA Change Management?

This SLA Change Management document is essential for organizations operating under Austrian jurisdiction that need to maintain and modify service level agreements in a controlled and documented manner. It comes into play when services require modification due to evolving business needs, technical requirements, or regulatory changes. The document provides a structured approach to managing changes in service levels while ensuring compliance with Austrian legal requirements, particularly the ABGB and UGB. It includes comprehensive procedures for change request submission, evaluation, approval, and implementation, along with specific provisions for emergency changes and risk management. This template is designed to protect both service providers and customers while maintaining service quality and business continuity throughout the change process.

What sections should be included in a SLA Change Management?

1. Parties: Identification of the service provider and customer, including their legal details and authorized representatives

2. Background: Context of the agreement, reference to master services agreement if applicable, and purpose of the change management process

3. Definitions: Detailed definitions of technical terms, roles, and key concepts used throughout the document

4. Scope of Change Management: Defines what types of changes are covered under this process and any exclusions

5. Roles and Responsibilities: Defines key roles in the change management process and their respective responsibilities

6. Change Request Process: Detailed steps for initiating, reviewing, approving, and implementing changes

7. Change Classification: Categories of changes (e.g., minor, major, emergency) and their respective handling procedures

8. Assessment and Approval Process: Criteria and process for evaluating change requests and obtaining necessary approvals

9. Implementation and Testing: Requirements for implementing changes and testing procedures

10. Documentation Requirements: Specifications for documenting changes and maintaining change records

11. Communication Protocol: Requirements for notifying affected parties and stakeholders about changes

12. Review and Reporting: Procedures for reviewing change management effectiveness and reporting requirements

What sections are optional to include in a SLA Change Management?

1. Emergency Change Procedures: Special procedures for handling urgent or emergency changes, used when rapid response capabilities are required

2. Change Advisory Board: Structure and operations of a Change Advisory Board, included when formal governance is needed

3. Cost Management: Procedures for handling costs associated with changes, included when financial implications need specific attention

4. Service Level Adjustments: Process for modifying service levels as part of changes, included when SLA metrics may be affected

5. Compliance Requirements: Specific regulatory or compliance considerations in change management, included for regulated industries

6. Roll-back Procedures: Detailed procedures for reversing changes, included when high-risk changes are common

7. Change Freeze Periods: Specifications for periods when changes are restricted, included when business requires stable periods

8. Training Requirements: Training needs for personnel involved in change management, included when complex processes require specific expertise

What schedules should be included in a SLA Change Management?

1. Change Request Form Template: Standard template for submitting change requests

2. Change Classification Matrix: Detailed criteria for categorizing different types of changes

3. Approval Authority Matrix: Matrix showing approval requirements for different types and levels of changes

4. Impact Assessment Template: Template for evaluating the impact of proposed changes

5. Standard Operating Procedures: Detailed procedures for common change scenarios

6. Communication Templates: Standard templates for change-related communications

7. Testing Protocols: Standard testing procedures for different types of changes

8. Change Log Template: Template for maintaining records of all changes

9. Role Assignment Matrix: Current assignments of key roles and responsibilities in the change management process

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

Telecommunications

Financial Services

Healthcare

Manufacturing

Professional Services

Cloud Services

Software Development

Managed Services

Business Process Outsourcing

Infrastructure Services

Data Center Operations

Relevant Teams

Information Technology

Service Delivery

Operations

Quality Assurance

Legal

Compliance

Risk Management

Project Management

Customer Support

Service Desk

Business Analysis

Contract Management

Vendor Management

Relevant Roles

Chief Information Officer

Service Delivery Manager

Change Manager

IT Operations Manager

Service Level Manager

Quality Assurance Manager

Risk Management Officer

Compliance Officer

Project Manager

Operations Director

Contract Manager

Technical Support Lead

Business Relationship Manager

Process Owner

Service Desk 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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