This Storage SLA (Service Level Agreement) is designed for use in the Austrian market, providing a comprehensive framework for data storage service arrangements between providers and customers. The document is essential when establishing professional data storage services, whether for cloud storage, physical data center services, or hybrid solutions. It addresses key requirements under Austrian law, including data protection obligations, consumer protection requirements, and electronic commerce regulations. The SLA Storage agreement includes detailed service level commitments, performance metrics, security requirements, and remedy mechanisms, ensuring compliance with both Austrian and EU regulatory frameworks. This document is particularly crucial for businesses seeking to establish clear, measurable service standards for their data storage needs while maintaining legal compliance in the Austrian jurisdiction.
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1. Parties: Identification of the service provider and customer, including full legal names and addresses
2. Background: Context of the agreement and brief description of the storage services being provided
3. Definitions: Detailed definitions of technical terms, service metrics, and other key terminology used in the agreement
4. Service Description: Detailed description of the storage services, including types of storage, capacity, and basic specifications
5. Service Levels: Specific, measurable performance metrics including availability, response times, and reliability targets
6. Performance Monitoring: Methods and tools used to measure and report service level compliance
7. Data Protection and Security: Security measures, data protection commitments, and GDPR compliance requirements
8. Support Services: Description of support levels, response times, and escalation procedures
9. Service Credits: Compensation mechanism for service level failures, including calculation methods
10. Charges and Payment: Pricing, payment terms, and billing procedures
11. Term and Termination: Duration of agreement, renewal terms, and termination conditions
12. Liability and Indemnification: Limitations of liability, indemnification obligations, and insurance requirements
13. General Provisions: Standard legal clauses including governing law, dispute resolution, and force majeure
1. Disaster Recovery: Specific procedures and commitments for disaster recovery scenarios, recommended for critical storage services
2. Data Migration: Procedures for importing and exporting data, recommended when data migration services are offered
3. Compliance Requirements: Industry-specific compliance requirements, needed for regulated industries
4. Professional Services: Additional consulting or implementation services, included when offering supplementary services
5. Multi-tenant Provisions: Specific provisions for shared infrastructure, needed for multi-tenant storage solutions
6. Data Retention: Specific data retention requirements and procedures, important for long-term storage services
7. Environmental Standards: Green energy commitments and environmental standards, optional for environmentally conscious services
1. Schedule 1 - Technical Specifications: Detailed technical specifications of the storage infrastructure and services
2. Schedule 2 - Service Level Metrics: Detailed breakdown of all service level metrics and measurement methodologies
3. Schedule 3 - Pricing Schedule: Detailed pricing information, including variable costs and additional services
4. Schedule 4 - Support Procedures: Detailed support procedures, contact information, and escalation paths
5. Schedule 5 - Security Standards: Detailed security requirements, protocols, and compliance standards
6. Appendix A - Acceptable Use Policy: Policies governing the acceptable use of the storage services
7. Appendix B - Data Processing Agreement: GDPR-compliant data processing terms and conditions
8. Appendix C - Service Credit Calculation: Detailed methods for calculating service credits and claiming procedures
Relevant legal definitions
Clauses
Relevant Industries
Information Technology
Financial Services
Healthcare
Legal Services
E-commerce
Manufacturing
Public Sector
Education
Telecommunications
Research and Development
Media and Entertainment
Relevant Teams
Legal
Information Technology
Information Security
Procurement
Compliance
Risk Management
Operations
Service Delivery
Infrastructure
Data Protection
Technical Support
Contract Management
Relevant Roles
Chief Technology Officer
IT Director
Data Center Manager
Storage Solutions Architect
Legal Counsel
Compliance Officer
Information Security Manager
Service Delivery Manager
Contract Manager
Procurement Manager
Risk Manager
Operations Director
Technical Account Manager
Chief Information Officer
Data Protection Officer
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