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Outsourcing Service Level Agreement for Austria

Outsourcing Service Level Agreement Template for Austria

A comprehensive legal agreement governed by Austrian law that establishes and regulates the outsourcing relationship between a service provider and a customer. The document defines specific service levels, performance metrics, and operational requirements while ensuring compliance with Austrian and EU regulations, particularly regarding data protection (GDPR) and industry-specific requirements. It includes detailed provisions for service delivery, monitoring, reporting, liability allocation, and termination procedures, all within the framework of Austrian commercial and civil law.

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What is a Outsourcing Service Level Agreement?

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.

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

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

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

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

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

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

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

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

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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