The SLA Type agreement serves as a crucial document for establishing clear, measurable service standards and performance metrics between service providers and recipients under Austrian jurisdiction. This contract type is essential when organizations need to define specific service levels, response times, and quality metrics for ongoing service delivery. The document incorporates requirements from Austrian civil and commercial law, EU regulations (including GDPR), and industry best practices. It is particularly relevant in technology services, professional services, and other sectors where service quality measurement is critical. The SLA should be used whenever there's a need to establish clear performance benchmarks, define service credit mechanisms, and set explicit expectations for service delivery and support.
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1. Parties: Identification and details of the service provider and service recipient
2. Background: Context of the agreement and brief description of the services to be provided
3. Definitions: Detailed definitions of technical terms, metrics, and key concepts used throughout the agreement
4. Service Description: Detailed description of services to be provided, including scope and exclusions
5. Service Levels: Specific, measurable performance standards and metrics that the service provider commits to maintain
6. Service Level Measurement: Methods and procedures for measuring and monitoring service level performance
7. Response and Resolution Times: Timeframes for responding to and resolving various categories of issues
8. Service Credits and Penalties: Compensation mechanism for service level failures and calculation methods
9. Reporting and Review: Regular reporting requirements and review procedures for service performance
10. Support Services: Description of support services, including hours of operation and contact procedures
11. Customer Obligations: Responsibilities and obligations of the customer to enable service delivery
12. Term and Termination: Duration of the agreement and conditions for termination
13. Force Majeure: Circumstances under which parties are excused from performance obligations
14. Governing Law and Jurisdiction: Specification of Austrian law as governing law and jurisdiction for disputes
1. Data Protection: Specific provisions for GDPR compliance, required if personal data is processed
2. Disaster Recovery: Procedures for service continuity in case of major disruptions, recommended for critical services
3. Security Requirements: Detailed security measures and compliance requirements, important for IT services
4. Change Management: Procedures for implementing changes to services or service levels
5. Subcontractors: Terms governing the use of subcontractors, if applicable
6. Insurance: Insurance requirements and coverage details, recommended for high-value services
7. Intellectual Property Rights: IP ownership and licensing terms, important for software or content-related services
8. Exit Management: Procedures for service transition at contract end, important for complex services
1. Schedule 1 - Service Level Metrics: Detailed technical specifications of service level measurements and targets
2. Schedule 2 - Fee Schedule: Detailed pricing, payment terms, and service credit calculations
3. Schedule 3 - Technical Specifications: Technical details of the service infrastructure and delivery methods
4. Schedule 4 - Support Procedures: Detailed support processes, escalation procedures, and contact information
5. Schedule 5 - Report Templates: Standard formats for performance reports and review documentation
6. Appendix A - Service Hours Calendar: Detailed calendar of service hours, including holidays and maintenance windows
7. Appendix B - Incident Categories: Classification of incidents and corresponding response/resolution times
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