This Latency SLA template is designed for use in situations where precise response time and network performance guarantees are critical to business operations. The document is structured to comply with Austrian legal requirements while incorporating technical specifics needed for modern digital services. It is particularly valuable for services where millisecond-level performance can impact business outcomes, such as financial trading platforms, online gaming, or critical business applications. The Latency SLA includes comprehensive definitions of performance metrics, measurement methodologies, reporting requirements, and compensation mechanisms for breach of service levels. This agreement template is adapted to Austrian jurisdiction and EU regulations, making it suitable for both domestic and international service arrangements where Austrian law governs the relationship.
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1. Parties: Identification of the service provider and customer, including full legal names and addresses
2. Background: Context of the agreement and brief description of the services being provided
3. Definitions: Detailed definitions of technical terms, including latency, measurement periods, and other SLA-specific terminology
4. Service Levels: Specific latency commitments, including guaranteed response times and performance metrics
5. Measurement Methodology: Detailed description of how latency will be measured, including tools, frequency, and measurement points
6. Reporting: Requirements for performance reporting, including frequency, format, and content of reports
7. Service Credits: Calculation and application of service credits or other remedies for failure to meet SLAs
8. Exceptions: Circumstances under which the SLA commitments do not apply, including planned maintenance and force majeure
9. Dispute Resolution: Process for resolving disagreements about SLA measurements or credit calculations
10. Term and Termination: Duration of the SLA and conditions for termination
11. Governing Law and Jurisdiction: Confirmation of Austrian law application and jurisdiction
1. Data Protection: Required when personal data processing is involved in service delivery or monitoring
2. Security Requirements: Include when specific security measures are required for service delivery
3. Business Continuity: Add when service requires specific disaster recovery or business continuity commitments
4. Customer Obligations: Include when customer must meet specific requirements for SLA to be valid
5. Change Management: Add when frequent changes to service levels or measurement methods are anticipated
6. Regulatory Compliance: Required for regulated industries or when specific compliance requirements apply
1. Technical Specifications: Detailed technical parameters of the service, including network configurations and measurement points
2. Service Level Targets: Specific numerical targets and thresholds for different service tiers or components
3. Measurement Procedures: Step-by-step procedures for latency measurement and validation
4. Service Credit Calculation: Detailed formulas and examples for calculating service credits
5. Contact Matrix: List of key contacts and escalation procedures for both parties
6. Report Templates: Standard formats for performance reports and credit calculations
Relevant legal definitions
Clauses
Relevant Industries
Technology
Telecommunications
Cloud Services
Financial Services
Healthcare
E-commerce
Gaming
Media Streaming
Industrial IoT
Critical Infrastructure
Professional Services
Data Centers
Relevant Teams
Legal
Information Technology
Network Operations
Service Delivery
Quality Assurance
Procurement
Risk Management
Compliance
Technical Operations
Customer Success
Infrastructure
Performance Management
Relevant Roles
Chief Technology Officer
Network Operations Manager
Service Delivery Manager
Technical Account Manager
Legal Counsel
IT Director
Infrastructure Manager
Quality Assurance Manager
Operations Director
Procurement Manager
Contract Manager
Network Engineer
Service Level Manager
Performance Analytics Specialist
Risk Management Officer
Compliance Officer
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