The Enterprise SLA serves as a critical governance document for business-to-business service arrangements in Austria, establishing clear performance standards and accountability mechanisms. This document type is essential when organizations require formal service commitments with defined metrics and remedies, typically in technology, outsourcing, or managed service contexts. The agreement must comply with Austrian commercial law (UGB), data protection requirements (DSG and GDPR), and other relevant regulations while addressing specific service delivery requirements, performance standards, measurement methodologies, and remedy mechanisms. It is particularly relevant for long-term service relationships where service quality and availability are crucial to business operations.
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1. Parties: Identification of the service provider and customer, including full legal names, registration numbers, and addresses
2. Background: Context of the agreement and brief description of the services to be provided
3. Definitions: Detailed definitions of technical terms, service metrics, and other key terms used throughout the agreement
4. Service Description: High-level description of the services to be provided, referencing detailed specifications in schedules
5. Service Levels: Key performance indicators, measurement methodologies, and reporting requirements
6. Service Credits: Financial remedies for failure to meet service levels, calculation methods, and claim procedures
7. Customer Obligations: Requirements and responsibilities of the customer to enable service delivery
8. Provider Obligations: Core commitments and responsibilities of the service provider
9. Change Management: Procedures for requesting and implementing changes to services or service levels
10. Data Protection and Security: Compliance with DSG and GDPR, security measures, and data handling requirements
11. Charges and Payment: Pricing, payment terms, and invoicing procedures
12. Term and Termination: Duration, renewal terms, and termination rights
13. Liability and Insurance: Limitation of liability, indemnities, and required insurance coverage
14. Force Majeure: Definition of force majeure events and their handling
15. General Provisions: Standard legal provisions including governing law, jurisdiction, and notices
1. Business Continuity: Disaster recovery and business continuity requirements, used for critical services
2. Transition Services: Provisions for service transition at start and end of contract, needed for complex service arrangements
3. Compliance and Audit: Additional compliance requirements and audit rights, important for regulated industries
4. Subcontractors: Rules for appointment and management of subcontractors, needed if subcontracting is permitted
5. Intellectual Property: Detailed IP provisions, required when services involve software or content creation
6. Environmental Requirements: Green IT and sustainability commitments, relevant for environmentally conscious enterprises
7. Staff and Key Personnel: Requirements for service delivery personnel, needed for staff-dependent services
1. Service Specification: Detailed technical specifications of all services covered by the agreement
2. Service Level Specifications: Detailed metrics, measurement methods, and reporting requirements
3. Pricing and Charging: Detailed pricing models, rate cards, and calculation methods
4. Security Requirements: Detailed security policies, standards, and procedures
5. Data Processing Agreement: GDPR-compliant data processing terms and procedures
6. Operational Procedures: Detailed processes for service delivery, reporting, and governance
7. Contact Details and Escalation: Key contacts and escalation procedures for both parties
8. Form of Reports: Templates and formats for required service reports
9. Exit Plan: Detailed procedures for service termination and transition
Relevant legal definitions
Clauses
Relevant Industries
Information Technology
Telecommunications
Cloud Services
Managed Services
Financial Services
Healthcare
Manufacturing
Professional Services
Enterprise Software
Data Center Services
Relevant Teams
Legal
Information Technology
Procurement
Operations
Service Delivery
Vendor Management
Compliance
Technical Services
Solutions Architecture
Contract Management
Relevant Roles
Chief Information Officer
IT Director
Service Delivery Manager
Procurement Manager
Legal Counsel
Contract Manager
Operations Director
Technical Services Manager
Chief Technology Officer
Vendor Management Lead
Compliance Officer
Service Operations Manager
Account Executive
Solutions Architect
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