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SLA Base for Austria

SLA Base Template for Austria

A Service Level Agreement (SLA) Base document governed by Austrian law that establishes the fundamental framework for service delivery, performance metrics, and mutual obligations between service providers and recipients. This agreement template complies with Austrian civil law requirements, including the ABGB (Austrian Civil Code) and relevant consumer protection regulations. It outlines essential service levels, monitoring mechanisms, remedies for non-performance, and includes provisions for data protection in accordance with Austrian DSG and GDPR requirements. The document serves as a comprehensive foundation for defining service expectations, quality standards, and accountability measures.

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What is a SLA Base?

The SLA Base agreement is a foundational document designed for use in service-based relationships under Austrian jurisdiction. It is particularly valuable when establishing new service arrangements or standardizing existing service delivery frameworks. This template incorporates essential elements required by Austrian law, including consumer protection provisions and data privacy requirements. The SLA Base should be used when parties need to clearly define service levels, performance metrics, reporting requirements, and remedies for service failures. It is structured to accommodate various service types while maintaining compliance with Austrian legal requirements, including the ABGB, KSchG, and DSG. The document provides a robust framework that can be customized based on specific service requirements while maintaining legal certainty and enforceability under Austrian law.

What sections should be included in a SLA Base?

1. Parties: Identification and details of the service provider and service recipient

2. Background: Context of the agreement and brief description of the services to be provided

3. Definitions: Detailed definitions of technical terms, metrics, and key concepts used in the agreement

4. Service Description: Comprehensive description of the services to be provided

5. Service Levels: Detailed performance metrics, targets, and measurement methods

6. Service Availability: Specified hours of operation, maintenance windows, and uptime commitments

7. Performance Monitoring: Methods and tools for monitoring service performance and generating reports

8. Service Credits: Calculation and application of credits for service level failures

9. Support Services: Description of support levels, response times, and escalation procedures

10. Customer Obligations: Requirements and responsibilities of the customer

11. Data Protection: Compliance with GDPR and Austrian DSG requirements

12. Term and Termination: Duration of agreement and termination provisions

13. Liability and Indemnification: Limitations of liability and indemnification obligations

14. Force Majeure: Circumstances exempt from service level obligations

15. Governing Law and Jurisdiction: Specification of Austrian law and jurisdiction

What sections are optional to include in a SLA Base?

1. Disaster Recovery: Required for critical services, detailing recovery procedures and timelines

2. Security Requirements: Needed for services involving sensitive data or systems

3. Change Management: Include when service modifications need formal procedures

4. Transition Services: Required when complex service handover is needed at start or end

5. Sub-contractors: Include when third-party service providers are involved

6. Regulatory Compliance: Required for regulated industries or specific compliance requirements

7. Intellectual Property Rights: Include when IP ownership or licensing needs clarification

8. Insurance Requirements: Add for high-risk or high-value services

What schedules should be included in a SLA Base?

1. Schedule 1 - Service Specifications: Detailed technical specifications of services

2. Schedule 2 - Service Level Metrics: Specific performance targets and measurement criteria

3. Schedule 3 - Fee Schedule: Pricing, payment terms, and service credit calculations

4. Schedule 4 - Support Procedures: Detailed support processes and contact information

5. Schedule 5 - Technical Requirements: Customer infrastructure and technical requirements

6. Appendix A - Incident Response Plan: Procedures for handling service incidents and disruptions

7. Appendix B - Report Templates: Templates for performance and service level reporting

8. Appendix C - Contact Matrix: Key contacts and escalation procedures

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

Telecommunications

Cloud Services

Managed Services

Software Development

Data Center Operations

Healthcare Technology

Financial Services

Professional Services

Manufacturing

Logistics

Utilities

Relevant Teams

Legal

Operations

Information Technology

Service Delivery

Compliance

Procurement

Risk Management

Quality Assurance

Contract Administration

Customer Support

Technical Support

Relevant Roles

Chief Technology Officer

IT Director

Service Delivery Manager

Operations Manager

Legal Counsel

Compliance Officer

Contract Manager

Project Manager

Account Manager

Technical Service Manager

Quality Assurance Manager

Risk Manager

Procurement Manager

Business Relationship Manager

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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