This Outsourcing Service Level Agreement template is designed for use in the Austrian market, where organizations seek to establish clear, legally compliant frameworks for outsourcing relationships. The document is particularly vital when businesses need to formalize service expectations, performance metrics, and compliance requirements with external service providers. It incorporates necessary provisions to comply with Austrian civil and commercial law, EU regulations (particularly GDPR), and industry-specific requirements. The agreement is structured to provide comprehensive coverage of service definitions, performance standards, governance mechanisms, and risk allocation, while maintaining flexibility to accommodate specific business needs and regulatory obligations. This template is especially relevant for medium to large-scale outsourcing arrangements where service quality measurement and regulatory compliance are critical factors.
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1. Parties: Identification and details of the contracting parties (service provider and customer)
2. Background: Context of the agreement and brief description of the parties' intentions
3. Definitions and Interpretation: Detailed definitions of terms used throughout the agreement and rules of interpretation
4. Services Scope: Detailed description of the services to be provided, including core and ancillary services
5. Service Levels: Specific performance metrics, measurement methods, and reporting requirements
6. Customer Obligations: Responsibilities and obligations of the customer, including provision of necessary information and access
7. Provider Obligations: Core responsibilities and commitments of the service provider
8. Personnel and Resources: Requirements regarding staff, qualifications, and resources to be deployed
9. Charges and Payment Terms: Pricing structure, payment schedule, and related financial terms
10. Governance and Reporting: Management structure, meeting schedules, and reporting requirements
11. Data Protection and Security: GDPR compliance measures and data security requirements
12. Intellectual Property Rights: Ownership and usage rights of IP created or used during service provision
13. Confidentiality: Protection and handling of confidential information
14. Liability and Indemnities: Limitation of liability, indemnification obligations, and insurance requirements
15. Term and Termination: Duration of agreement, renewal terms, and termination provisions
16. Exit Management: Processes and obligations for service transition upon termination
17. General Provisions: Standard legal clauses including governing law, notices, and dispute resolution
1. Business Continuity and Disaster Recovery: Required for critical services or when specific recovery time objectives are needed
2. Regulatory Compliance: Necessary for regulated industries or when specific compliance requirements apply
3. Environmental Requirements: Important for services with environmental impact or when sustainability is a key consideration
4. Security Clearance: Required when services involve access to sensitive facilities or information
5. Third-Party Contracts: Needed when subcontractors or third-party services are involved
6. Change Control: Detailed procedures for managing changes to services or contract terms
7. Innovation and Continuous Improvement: Relevant for long-term strategic partnerships
8. Staff Transfer Provisions: Required when the outsourcing involves transfer of employees
9. Market Testing: Optional mechanism for ensuring continued market competitiveness of services
10. Parent Company Guarantee: Required when additional financial security is needed
1. Service Description: Detailed technical and operational specifications of services
2. Service Levels and KPIs: Comprehensive metrics, measurement methods, and service credit calculations
3. Pricing and Charging Model: Detailed breakdown of fees, charging mechanisms, and pricing adjustments
4. Security Requirements: Specific security protocols, standards, and compliance requirements
5. GDPR Processing Agreement: Mandatory data processing terms compliant with GDPR requirements
6. Business Continuity Plan: Detailed procedures for maintaining service continuity
7. Transition Plan: Implementation and service transition methodology
8. Exit Plan: Detailed procedures and requirements for service termination and transition
9. Approved Subcontractors: List of approved third-party providers and their roles
10. Personnel Requirements: Key personnel, qualifications, and security clearance requirements
11. Governance Procedures: Detailed procedures for contract management and oversight
12. Form of Reports: Templates and specifications for required service reports
Authors
Relevant legal definitions
Clauses
Relevant Industries
Information Technology
Financial Services
Manufacturing
Healthcare
Telecommunications
Professional Services
Logistics and Supply Chain
Retail
Energy and Utilities
Insurance
Real Estate
Public Sector
Relevant Teams
Legal
Procurement
Information Technology
Operations
Compliance
Risk Management
Finance
Vendor Management
Project Management
Data Protection
Service Delivery
Contract Management
Relevant Roles
Chief Information Officer
Head of Procurement
Legal Counsel
Procurement Manager
Vendor Management Director
Operations Director
Compliance Officer
Risk Manager
IT Director
Chief Technology Officer
Service Delivery Manager
Contract Manager
Chief Financial Officer
Business Unit Director
Project Manager
Data Protection Officer
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