This Cloud Service Level Agreement template is designed for use in the Austrian market, complying with both Austrian national law and EU regulations. It should be used when establishing or formalizing cloud service arrangements between providers and customers, particularly where specific performance metrics and service standards need to be contractually guaranteed. The document addresses critical aspects such as service availability, performance metrics, data protection compliance (especially GDPR), security measures, and support levels. It's particularly relevant in today's digital economy where businesses increasingly rely on cloud services for critical operations. The agreement includes comprehensive service definitions, measurement methodologies, and remedy mechanisms, all structured to comply with Austrian legal requirements and business practices.
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1. Parties: Identification and details of the service provider and customer
2. Background: Context of the agreement and business relationship
3. Definitions: Defined terms used throughout the agreement
4. Service Description: Detailed description of the cloud services being provided
5. Service Levels: Specific measurable targets for service performance
6. Service Credits: Compensation mechanism for failure to meet service levels
7. Service Availability: Guaranteed uptime and maintenance windows
8. Data Protection and Security: GDPR compliance and security measures
9. Support Services: Description of support levels and response times
10. Customer Obligations: Customer responsibilities and acceptable use policies
11. Fees and Payment: Pricing, payment terms, and billing procedures
12. Term and Termination: Duration, renewal, and termination provisions
13. Liability and Indemnification: Limitation of liability and indemnification terms
14. Force Majeure: Provisions for unforeseen circumstances
15. General Provisions: Standard legal clauses including governing law and jurisdiction
1. Disaster Recovery: Detailed disaster recovery procedures, required for critical services
2. Data Migration: Procedures for data migration, needed when significant data transfer is involved
3. Multi-tenant Provisions: Special provisions for shared infrastructure environments
4. Compliance with Industry Standards: Required for specific industries (e.g., financial services, healthcare)
5. Sub-processors: Required when third-party processors are involved in service delivery
6. Professional Services: When additional implementation or consulting services are included
7. Service Level Reporting: Detailed reporting requirements for sophisticated enterprise clients
1. Schedule A - Service Description: Detailed technical specifications of the cloud services
2. Schedule B - Service Level Metrics: Detailed measurement methodologies and targets
3. Schedule C - Support Procedures: Detailed support processes and escalation procedures
4. Schedule D - Security Requirements: Detailed security protocols and compliance measures
5. Schedule E - Processing Agreement: GDPR-compliant data processing terms
6. Schedule F - Pricing: Detailed pricing structure and calculations
7. Schedule G - Technical Requirements: Customer infrastructure and technical requirements
8. Appendix 1 - Definitions: Extended definitions and technical terms
9. Appendix 2 - Contact Matrix: Key contacts and responsibility matrix
Relevant legal definitions
Clauses
Relevant Industries
Information Technology
Financial Services
Healthcare
Retail
Manufacturing
Professional Services
Telecommunications
Education
Government
Insurance
E-commerce
Media and Entertainment
Relevant Teams
Legal
Information Technology
Procurement
Compliance
Information Security
Operations
Risk Management
Service Delivery
Technical Support
Infrastructure
Data Protection
Vendor Management
Relevant Roles
Chief Information Officer
Chief Technology Officer
IT Director
Cloud Services Manager
Procurement Manager
Legal Counsel
Data Protection Officer
IT Security Manager
Operations Director
Service Delivery Manager
Contract Manager
Compliance Officer
Technical Account Manager
Enterprise Architect
Risk Manager
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