This Managed Services Service Level Agreement is designed for use in situations where an organization engages an external provider to deliver ongoing IT services under Austrian law. The document establishes the framework for service delivery, including detailed performance metrics, reporting requirements, and remedial actions for service failures. It is particularly relevant in the context of outsourced IT operations, infrastructure management, or application support services. The agreement incorporates requirements from Austrian legislation, including the ABGB, DSG, and GDPR, making it suitable for use by organizations operating in or from Austria. It includes comprehensive service level metrics, measurement methodologies, and service credit mechanisms to ensure accountability and maintain service quality.
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1. Parties: Identification of the service provider and customer, including full legal names, registration details, and addresses
2. Background: Context of the agreement, brief description of the services, and the parties' intentions
3. Definitions: Definitions of technical terms, service metrics, and other key terms used throughout the agreement
4. Services Overview: High-level description of the managed services to be provided
5. Service Levels: Detailed specification of service level metrics, measurement methods, and reporting
6. Performance Monitoring: Procedures for monitoring and reporting service performance
7. Service Credits: Calculation and application of service credits for failure to meet service levels
8. Customer Obligations: Customer responsibilities and requirements for service delivery
9. Data Protection and Security: GDPR compliance measures, data processing terms, and security requirements
10. Charges and Payment: Fee structure, payment terms, and invoicing procedures
11. Term and Termination: Contract duration, renewal terms, and termination rights
12. Liability and Indemnification: Limitation of liability, indemnification obligations, and risk allocation
13. Force Majeure: Events constituting force majeure and their consequences
14. Confidentiality: Protection of confidential information and trade secrets
15. General Provisions: Standard legal provisions including governing law, dispute resolution, and entire agreement
1. Change Management: Procedures for requesting and implementing changes to services - include if services are likely to require frequent modifications
2. Disaster Recovery: Disaster recovery and business continuity procedures - include for critical services
3. Transition Services: Terms governing transition of services at start and end of contract - include for complex service arrangements
4. Personnel: Requirements for service provider personnel, including qualifications and security clearance - include if specific expertise is required
5. Intellectual Property: IP rights and licenses - include if services involve creation or use of intellectual property
6. Insurance: Insurance requirements and coverage - include for high-risk services
7. Compliance with Laws: Specific regulatory compliance obligations - include for regulated industries
8. Subcontracting: Terms governing use of subcontractors - include if subcontracting is permitted
1. Schedule 1 - Service Description: Detailed technical specification of all managed services
2. Schedule 2 - Service Levels and KPIs: Detailed metrics, measurement methods, and targets for each service level
3. Schedule 3 - Charges: Detailed pricing, including rate cards and calculation methods
4. Schedule 4 - Data Processing Agreement: GDPR-compliant data processing terms and security measures
5. Schedule 5 - Technical Requirements: Customer system requirements and technical specifications
6. Schedule 6 - Service Management: Operational procedures, escalation paths, and contact details
7. Schedule 7 - Form of Service Credit Note: Template for service credit calculations and application
8. Schedule 8 - Change Control Procedure: Detailed process for implementing service changes
9. Appendix A - Service Reports: Templates for service performance reports
10. Appendix B - Security Policies: Detailed security requirements and procedures
Relevant legal definitions
Clauses
Relevant Industries
Information Technology
Financial Services
Healthcare
Manufacturing
Telecommunications
Professional Services
Retail
Energy
Transportation
Education
Relevant Teams
Legal
Information Technology
Procurement
Operations
Compliance
Risk Management
Service Delivery
Information Security
Vendor Management
Technical Support
Infrastructure Management
Relevant Roles
Chief Information Officer
IT Director
Service Delivery Manager
Procurement Manager
Legal Counsel
Contract Manager
Operations Director
Technical Services Manager
Compliance Officer
Risk Manager
IT Infrastructure Manager
Service Operations Manager
Data Protection Officer
Vendor Manager
Chief Technology Officer
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