The Internet Service Level Agreement (SLA) is a critical document used in Austria to establish and maintain clear performance standards and accountability in internet service provision. This agreement is essential when contracting for internet services, whether for business or consumer purposes, and must comply with Austrian telecommunications regulations, particularly the TKG 2021, as well as EU directives and regulations. The SLA sets out specific, measurable service levels, including availability, performance metrics, and support response times, while incorporating mandatory Austrian legal requirements. It defines remedies through service credits, outlines technical specifications, and establishes clear responsibilities for both service provider and customer. The document is particularly important in regulated industries where internet service reliability is crucial for 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 being provided
3. Definitions: Detailed definitions of technical terms, service metrics, and other key terminology used throughout the agreement
4. Service Description: Detailed description of the internet services being provided, including bandwidth, connection type, and technical specifications
5. Service Levels: Specific performance metrics, including availability percentages, network latency, packet loss, and other measurable criteria
6. Service Credits: Compensation mechanism for failure to meet service levels, including calculation methods and claim procedures
7. Support Services: Description of technical support services, including response times, priority levels, and escalation procedures
8. Customer Obligations: Customer responsibilities, including providing access, maintaining equipment, and acceptable use policies
9. Data Protection and Privacy: GDPR compliance measures, data processing terms, and privacy protection commitments
10. Charges and Payment: Pricing, payment terms, billing cycles, and late payment consequences
11. Term and Termination: Contract duration, renewal terms, and termination conditions including notice periods
12. Limitation of Liability: Limits on liability for both parties, compliant with Austrian law
13. Force Majeure: Circumstances under which service levels may not be met due to events beyond reasonable control
14. General Provisions: Standard legal clauses including governing law, dispute resolution, and entire agreement provisions
1. Change Management: Procedures for requesting and implementing service changes - include when significant service modifications are anticipated
2. Disaster Recovery: Specific procedures and commitments for service restoration after major incidents - include for critical services
3. Security Requirements: Detailed security measures and protocols - include for services handling sensitive data
4. Reporting and Monitoring: Specific reporting requirements and monitoring tools - include when detailed performance tracking is required
5. Service Migration: Procedures for service transition at contract end - include when complex technical setup is involved
6. Compliance Requirements: Industry-specific compliance measures - include for regulated sectors
7. Subcontractors: Terms governing use of subcontractors - include when subcontractors will be used
1. Schedule 1 - Technical Specifications: Detailed technical specifications of the service, including network architecture and technical requirements
2. Schedule 2 - Service Level Metrics: Detailed breakdown of all service level measurements and calculation methodologies
3. Schedule 3 - Support Procedures: Detailed support processes, contact information, and escalation procedures
4. Schedule 4 - Pricing Schedule: Detailed pricing information, including any variable charges and calculation methods
5. Schedule 5 - Acceptable Use Policy: Detailed policies regarding acceptable use of the service
6. Schedule 6 - Data Processing Agreement: GDPR-compliant data processing terms and procedures
7. Appendix A - Service Credit Calculations: Detailed methods for calculating service credits and compensation
8. Appendix B - Technical Contact Details: List of technical contacts and responsible persons for both parties
Relevant legal definitions
Clauses
Relevant Industries
Telecommunications
Information Technology
E-commerce
Financial Services
Healthcare
Education
Manufacturing
Retail
Professional Services
Media and Entertainment
Government and Public Sector
Data Center Services
Relevant Teams
Legal
Information Technology
Operations
Procurement
Compliance
Network Operations
Service Delivery
Technical Support
Contract Management
Risk Management
Infrastructure
Customer Service
Relevant Roles
Chief Technology Officer
IT Director
Network Manager
Service Delivery Manager
Legal Counsel
Procurement Manager
Operations Director
Technical Operations Manager
Compliance Officer
Contract Manager
Network Engineer
Service Level Manager
IT Infrastructure Manager
Telecommunications Manager
Risk Manager
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