The Guaranteed SLA is essential for businesses requiring assured service performance levels with specific remedies for non-compliance. This document type is particularly crucial in the Austrian business environment, where it must align with both the Austrian Civil Code (ABGB) and sector-specific regulations. The Guaranteed SLA establishes concrete, measurable service commitments, detailed monitoring procedures, and specific compensation mechanisms when service levels are not met. It is commonly used in technology services, cloud computing, telecommunications, and other sectors where service reliability is critical to business operations. The document includes comprehensive technical specifications, reporting requirements, and remedy frameworks, making it suitable for complex service arrangements where performance guarantees are essential for business continuity.
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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, service metrics, and key concepts used in the agreement
4. Service Description: Detailed description of the services covered by the SLA
5. Service Level Commitments: Specific, measurable service levels guaranteed by the provider
6. Performance Measurement: Methods and procedures for measuring and monitoring service levels
7. Service Credits and Penalties: Compensation mechanism for service level breaches
8. Reporting and Review: Regular reporting requirements and review procedures
9. Support and Response Times: Support service levels and response time commitments
10. Force Majeure: Circumstances under which service level guarantees may be suspended
11. Term and Termination: Duration of the agreement and termination conditions
12. Governing Law and Jurisdiction: Confirmation of Austrian law application and jurisdiction
1. Data Protection and Security: Specific provisions for data handling and security measures, required if personal data is processed
2. Disaster Recovery: Procedures for service continuity in case of major incidents, recommended for critical services
3. Change Management: Procedures for implementing service or SLA changes, useful for complex or long-term agreements
4. Subcontractors: Terms governing the use of subcontractors, needed if service provider uses third parties
5. Insurance Requirements: Specific insurance coverage requirements, recommended for high-value or high-risk services
6. Compliance Requirements: Industry-specific compliance obligations, needed for regulated industries
7. Service Credits Cap: Limitations on total service credits payable, recommended for financial predictability
1. Schedule 1: Service Level Specifications: Detailed technical specifications of service levels and measurement methods
2. Schedule 2: Service Credit Calculations: Detailed formulas and examples for calculating service credits
3. Schedule 3: Technical Support Procedures: Detailed procedures for accessing and utilizing technical support
4. Schedule 4: Service Reporting Template: Standard format for regular service level reporting
5. Schedule 5: Escalation Matrix: Contact details and procedures for issue escalation
6. Appendix A: Technical Infrastructure: Description of technical infrastructure supporting the services
7. Appendix B: Service Level Measurement Tools: Details of tools and systems used for service level measurement
Relevant legal definitions
Clauses
Relevant Industries
Information Technology
Cloud Services
Telecommunications
Managed Services
Data Center Operations
Software as a Service
Infrastructure as a Service
Healthcare Technology
Financial Technology
Enterprise Software
Network Services
Digital Infrastructure
Relevant Teams
Legal
Information Technology
Service Delivery
Operations
Compliance
Risk Management
Technical Support
Quality Assurance
Contract Management
Infrastructure
Service Management
Procurement
Relevant Roles
Chief Technology Officer
IT Service Manager
Contract Manager
Service Delivery Manager
Operations Director
Technical Account Manager
Legal Counsel
Compliance Officer
Service Level Manager
Infrastructure Manager
Cloud Services Manager
Quality Assurance Manager
Risk Manager
Procurement Manager
IT Operations Manager
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