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.
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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
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
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
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
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