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.
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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
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
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
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
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