The Application SLA serves as a critical legal and operational framework for organizations providing or receiving application services in Austria. This document is essential when establishing or maintaining software applications as a service, whether cloud-based or on-premises. It defines precise service levels, performance metrics, and operational requirements while ensuring compliance with Austrian legal frameworks, including the ABGB, DSG, and relevant EU regulations. The agreement is particularly important for services where application availability and performance are crucial to business operations, requiring clear definition of responsibilities, support levels, and remedies for service failures. The document includes comprehensive technical specifications, security requirements, and data protection measures aligned with Austrian and EU standards.
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1. Parties: Identification of service provider and customer, including full legal names and addresses
2. Background: Context of the agreement and brief description of the application service being provided
3. Definitions: Detailed definitions of technical terms, service metrics, and other key terminology used in the agreement
4. Service Description: Detailed description of the application service, including scope and functionality
5. Service Levels: Specific, measurable performance metrics and service level targets
6. Service Availability: Guaranteed uptime percentages, maintenance windows, and planned downtime provisions
7. Support Services: Description of support levels, response times, and escalation procedures
8. Performance Monitoring: Methods and tools for measuring and reporting service performance
9. Service Credits: Compensation mechanism for service level failures
10. Customer Obligations: Customer responsibilities and requirements for service delivery
11. Data Protection and Security: GDPR compliance measures and security requirements
12. Fees and Payment: Pricing structure, payment terms, and billing procedures
13. Term and Termination: Duration of agreement, renewal terms, and termination conditions
14. Liability and Indemnification: Limitations of liability and indemnification provisions under Austrian law
15. General Provisions: Standard legal clauses including governing law, jurisdiction, and entire agreement
1. Disaster Recovery: Include when the application is business-critical, detailing recovery procedures and timelines
2. Change Management: Include for services requiring frequent updates or modifications
3. Third-Party Services: Include when the service relies on third-party components or integrations
4. Implementation Services: Include for new deployments requiring setup and configuration services
5. Training Services: Include when user training is part of the service offering
6. Exit Management: Include for complex services requiring detailed transition provisions
7. Compliance Requirements: Include for regulated industries or specific compliance needs
8. Service Customization: Include when allowing for customer-specific modifications
1. Technical Specifications: Detailed technical specifications of the application
2. Service Level Metrics: Detailed breakdown of all service level measurements and calculations
3. Support Procedures: Detailed support processes, contact information, and escalation procedures
4. Security Requirements: Detailed security protocols, standards, and compliance requirements
5. Pricing Schedule: Detailed pricing information, including any variable components
6. Data Processing Agreement: GDPR-compliant data processing terms and procedures
7. Business Continuity Plan: Detailed procedures for maintaining service during disruptions
8. Service Configuration: Technical configuration details and parameters
Relevant legal definitions
Clauses
Relevant Industries
Information Technology
Financial Services
Healthcare
E-commerce
Manufacturing
Professional Services
Telecommunications
Education
Government
Retail
Insurance
Banking
Relevant Teams
Legal
Information Technology
Operations
Procurement
Compliance
Service Delivery
Risk Management
Technical Support
Software Development
Contract Management
Information Security
Relevant Roles
IT Director
Chief Technology Officer
Service Delivery Manager
Legal Counsel
Compliance Officer
Operations Manager
Application Manager
Contract Manager
Procurement Manager
Technical Account Manager
Chief Information Officer
Service Level Manager
IT Operations Manager
Risk Manager
Software Development Manager
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