The Database Service Level Agreement is essential for organizations engaging in database service provision or consumption under Austrian jurisdiction. This document establishes clear performance metrics, responsibilities, and compliance requirements for database services, particularly crucial in the context of Austrian and EU data protection regulations. It should be used when establishing new database service relationships or updating existing service arrangements to ensure compliance with current legal requirements, including GDPR and the Austrian Data Protection Act. The agreement covers critical aspects such as service availability, performance standards, security measures, data protection protocols, and remedy mechanisms for service failures. It's particularly important for services handling sensitive data or operating in regulated industries within Austria.
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1. Parties: Identification of the service provider and customer, including their legal status and contact details
2. Background: Context of the agreement and brief description of the database service being provided
3. Definitions: Detailed definitions of technical terms, service metrics, and other key concepts used throughout the agreement
4. Service Description: Detailed description of the database service, including technical specifications and functionality
5. Service Levels: Specific, measurable performance metrics including availability, response time, and reliability commitments
6. Service Credits: Compensation mechanism for failure to meet service levels, including calculation methods and claim procedures
7. Support Services: Description of support levels, response times, and escalation procedures
8. Data Protection and Security: GDPR compliance measures, security protocols, and data handling procedures
9. Backup and Recovery: Backup frequency, retention periods, and disaster recovery procedures
10. Customer Obligations: Customer responsibilities, including acceptable use policies and cooperation requirements
11. Fees and Payment: Pricing structure, payment terms, and billing procedures
12. Term and Termination: Duration of agreement, renewal terms, and termination conditions
13. Liability and Indemnification: Limitation of liability, indemnification obligations, and insurance requirements
14. General Provisions: Standard legal clauses including governing law, dispute resolution, and notices
1. Change Management: Procedures for requesting and implementing service changes - include for complex or enterprise-level services
2. Business Continuity: Detailed business continuity and disaster recovery procedures - relevant for critical database services
3. Audit Rights: Customer's rights to audit service provider's compliance - important for regulated industries
4. Data Migration: Procedures for initial data migration and exit migration - relevant when handling large data volumes
5. Subcontractors: Rules regarding use of subcontractors - include if service provider uses third-party services
6. Multi-tenant Provisions: Specific provisions for multi-tenant database environments - relevant for shared infrastructure services
7. Compliance with Industry Standards: Specific industry standard compliance requirements - include for regulated sectors
8. Development Services: Terms for additional development or customization services - include if offering custom development
1. Service Level Metrics: Detailed technical specifications of service level measurements and calculations
2. Fee Schedule: Detailed pricing, including variable costs and calculation methods
3. Technical Specifications: Detailed technical specifications of the database service
4. Support Procedures: Detailed support processes, contact information, and escalation procedures
5. Security Standards: Detailed security protocols, standards, and compliance requirements
6. Data Processing Agreement: GDPR-compliant data processing terms and procedures
7. Business Continuity Plan: Detailed disaster recovery and business continuity procedures
8. Exit Plan: Detailed procedures for service termination and data transition
Authors
Relevant legal definitions
Clauses
Relevant Industries
Information Technology
Financial Services
Healthcare
E-commerce
Manufacturing
Professional Services
Telecommunications
Government and Public Sector
Education
Research and Development
Insurance
Logistics and Supply Chain
Relevant Teams
Legal
Information Technology
Information Security
Procurement
Compliance
Risk Management
Service Operations
Data Management
Infrastructure Operations
Vendor Management
Relevant Roles
Chief Technology Officer
Database Administrator
IT Service Manager
Legal Counsel
Data Protection Officer
IT Operations Manager
Procurement Manager
Information Security Manager
Compliance Officer
Technical Project Manager
Service Delivery Manager
Contract Manager
Risk Manager
IT Infrastructure Manager
Cloud Services Manager
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