This Hosting Service Level Agreement (SLA) is designed for use in the Austrian market, providing a comprehensive framework for hosting service arrangements between service providers and their clients. The document is essential when establishing professional hosting services, whether for website hosting, cloud services, or infrastructure hosting. It incorporates key requirements from Austrian and EU legislation, including the GDPR, Austrian Data Protection Act, E-Commerce Act, and Telecommunications Act. The agreement details service levels, availability metrics, support procedures, security measures, and compliance requirements, while addressing specific Austrian legal requirements for service contracts. This SLA is particularly important for businesses requiring reliable hosting services with clearly defined performance metrics and legal protections under Austrian jurisdiction.
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1. Parties: Identification of the hosting service provider and the client, including full legal names, registration details, and addresses
2. Background: Context of the agreement and brief description of the hosting services to be provided
3. Definitions: Definitions of technical terms, service metrics, and other key terms used throughout the agreement
4. Service Description: Detailed description of the hosting services, including infrastructure, storage, and related services
5. Service Levels: Specific performance metrics, availability guarantees, and response times
6. Support Services: Details of technical support, maintenance windows, and incident response procedures
7. Data Protection and Security: GDPR compliance measures, data processing terms, and security obligations
8. Client Obligations: Client responsibilities, acceptable use policies, and cooperation requirements
9. Fees and Payment: Pricing structure, payment terms, and billing procedures
10. Term and Termination: Duration of agreement, renewal terms, and termination provisions
11. Liability and Indemnification: Limitation of liability, warranties, and indemnification provisions under Austrian law
12. General Provisions: Standard legal clauses including governing law, jurisdiction, and entire agreement
1. Disaster Recovery: Detailed disaster recovery and business continuity procedures, recommended for enterprise-level services
2. Migration Services: Terms for data migration services, if the provider offers assistance with initial setup or exit
3. Professional Services: Additional consulting or professional services terms, if offered beyond standard hosting
4. Compliance with Industry Standards: Specific industry compliance requirements, necessary for regulated sectors
5. Sub-processors: Details about sub-processors and sub-contractors, required when third parties are involved
6. Custom Service Levels: Additional or modified SLAs for specific client requirements
1. Schedule 1 - Service Level Metrics: Detailed technical specifications of service levels, including measurement methods and reporting
2. Schedule 2 - Technical Infrastructure: Detailed description of the technical infrastructure, including hardware and software specifications
3. Schedule 3 - Security Standards: Detailed security protocols, certifications, and compliance measures
4. Schedule 4 - Support Procedures: Detailed support procedures, escalation paths, and contact information
5. Schedule 5 - Fee Schedule: Detailed pricing, including any variable components and calculation methods
6. Schedule 6 - Data Processing Agreement: Detailed GDPR-compliant data processing terms and procedures
7. Schedule 7 - Service Credits: Calculation and application of service credits for SLA breaches
Relevant legal definitions
Clauses
Relevant Industries
Information Technology
Telecommunications
E-commerce
Financial Services
Healthcare
Education
Retail
Manufacturing
Professional Services
Media and Entertainment
Government and Public Sector
Relevant Teams
Legal
Information Technology
Procurement
Information Security
Compliance
Operations
Risk Management
Technical Operations
Service Delivery
Infrastructure
Data Protection
Relevant Roles
Chief Technology Officer
IT Director
Legal Counsel
Procurement Manager
Information Security Officer
Cloud Infrastructure Manager
Operations Director
Compliance Officer
Data Protection Officer
Technical Operations Manager
Service Delivery Manager
Contract Manager
Risk Manager
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