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Master Service Level Agreement for Austria

Master Service Level Agreement Template for Austria

A comprehensive framework agreement governed by Austrian law that establishes the fundamental terms and conditions for the provision of services between a service provider and a customer. This agreement sets out the service levels, performance metrics, governance structure, and operational requirements while ensuring compliance with Austrian civil law and EU regulations, particularly GDPR. It serves as an umbrella agreement under which specific services can be added through schedules or statements of work, providing flexibility while maintaining consistent core terms.

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What is a Master Service Level Agreement?

A Master Service Level Agreement (MSLA) is essential for businesses entering into long-term service relationships where multiple or ongoing services will be provided. This document, governed by Austrian law, establishes the foundational framework for service delivery, including performance standards, governance structures, and risk allocation. It is particularly valuable when parties anticipate multiple service engagements over time, as it eliminates the need to negotiate basic terms repeatedly. The MSLA incorporates requirements from Austrian civil and commercial law, EU regulations including GDPR, and industry best practices. It typically includes detailed service level commitments, measurement methodologies, and remedy mechanisms, while maintaining flexibility through schedules and statements of work for specific service requirements.

What sections should be included in a Master Service Level Agreement?

1. Parties: Identification and details of the contracting parties

2. Background: Context of the agreement and business relationship

3. Definitions and Interpretation: Definitions of key terms and interpretation rules

4. Scope of Services: Overview of services covered by the agreement

5. Service Provider Obligations: Core obligations and responsibilities of the service provider

6. Customer Obligations: Core obligations and responsibilities of the customer

7. Service Levels: Performance standards and metrics for service delivery

8. Monitoring and Reporting: Requirements for service level monitoring and reporting

9. Charges and Payment: Pricing, payment terms, and invoicing requirements

10. Governance and Personnel: Management structure, key personnel, and meeting requirements

11. Data Protection and Security: GDPR compliance and security requirements

12. Intellectual Property Rights: ownership and usage rights of IP

13. Confidentiality: Protection of confidential information

14. Liability and Insurance: Limitation of liability and insurance requirements

15. Term and Termination: Duration, renewal, and termination provisions

16. Force Majeure: Handling of events beyond reasonable control

17. Dispute Resolution: Process for resolving disputes

18. General Provisions: Standard boilerplate clauses including governing law

What sections are optional to include in a Master Service Level Agreement?

1. Change Control: Procedures for managing changes to services or agreement - include if services are likely to evolve

2. Transition and Implementation: Requirements for service implementation - include for complex service transitions

3. Business Continuity and Disaster Recovery: Requirements for service continuity - include for critical services

4. Audit Rights: Customer's rights to audit service provider - include for regulated industries

5. Compliance with Laws: Specific regulatory compliance requirements - include for regulated services

6. Sub-contractors: Rules for engagement of sub-contractors - include if sub-contracting is permitted

7. Environmental and Social Responsibility: ESG requirements - include if relevant to business context

8. Innovation and Continuous Improvement: Requirements for service evolution - include for long-term strategic relationships

What schedules should be included in a Master Service Level Agreement?

1. Schedule 1 - Service Descriptions: Detailed descriptions of each service to be provided

2. Schedule 2 - Service Levels and KPIs: Detailed service level requirements and measurement methods

3. Schedule 3 - Charges: Detailed pricing, charging mechanisms and rate cards

4. Schedule 4 - Governance Procedures: Detailed governance structure and processes

5. Schedule 5 - Security Requirements: Detailed security policies and requirements

6. Schedule 6 - Data Processing Agreement: GDPR-compliant data processing terms

7. Schedule 7 - Business Continuity Plan: Detailed continuity and recovery procedures

8. Schedule 8 - Exit Plan: Requirements and procedures for service termination

9. Appendix A - Approved Sub-contractors: List of approved sub-contractors if applicable

10. Appendix B - Key Personnel: Details of key personnel from both parties

11. Appendix C - Form of Change Order: Template for documenting agreed changes

Authors

Alex Denne

Head of Growth (Open Source Law) @ Ƶ | 3 x UCL-Certified in Contract Law & Drafting | 4+ Years Managing 1M+ Legal Documents | Serial Founder & Legal AI Author

Jurisdiction

Austria

Publisher

Ƶ

Cost

Free to use
Relevant legal definitions






































































Clauses















































Relevant Industries

Information Technology

Business Process Outsourcing

Professional Services

Telecommunications

Facilities Management

Healthcare Services

Financial Services

Manufacturing

Logistics and Supply Chain

Cloud Services

Software Development

Consulting Services

Industrial Services

Environmental Services

Relevant Teams

Legal

Procurement

Information Technology

Operations

Finance

Risk and Compliance

Commercial

Service Delivery

Project Management

Account Management

Security

Data Protection

Vendor Management

Relevant Roles

Chief Information Officer

Chief Technology Officer

Head of Procurement

Legal Counsel

Commercial Director

Operations Director

Service Delivery Manager

Contract Manager

Procurement Manager

IT Director

Chief Financial Officer

Risk Manager

Compliance Officer

Vendor Manager

Account Director

Project Manager

Business Unit Head

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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