The Normal SLA is a fundamental document used to establish and maintain clear service expectations and performance standards between service providers and their customers under Austrian jurisdiction. This agreement type is particularly crucial in business relationships where service quality and reliability are essential to operations. The document encompasses detailed service descriptions, performance metrics, reporting requirements, and remedy mechanisms, all structured to comply with Austrian contract law (ABGB) and EU regulations. It's designed to provide both parties with clear guidelines for service delivery, measurement, and management while ensuring legal enforceability under Austrian law. The Normal SLA includes specific provisions for service credits, support levels, and escalation procedures, making it suitable for various service arrangements from IT services to professional consulting.
Your data doesn't train Genie's AI
You keep IP ownership of your information
Thank you! Your submission has been received!
Oops! Something went wrong while submitting the form.
OR
Let Ƶ's market-leading legal AI identify missing terms, unusual language, compliance issues and more - in just seconds.
1. Parties: Identification and details of the service provider and customer
2. Background: Context of the agreement and business relationship
3. Definitions: Detailed definitions of technical terms and key concepts used throughout the agreement
4. Services Description: Detailed description of services to be provided
5. Service Levels: Specific performance metrics, targets, and measurement methods
6. Service Credits and Penalties: Compensation mechanism for service level failures
7. Support and Maintenance: Details of support services, maintenance windows, and response times
8. Customer Obligations: Requirements and responsibilities of the customer
9. Fees and Payment Terms: Pricing, payment schedule, and related financial terms
10. Term and Termination: Duration of agreement, renewal terms, and termination conditions
11. Data Protection and Security: GDPR compliance measures and security requirements
12. Confidentiality: Protection of confidential information and trade secrets
13. Liability and Indemnification: Limitations of liability and indemnification obligations
14. Force Majeure: Provisions for unforeseen circumstances and their handling
15. Governing Law and Jurisdiction: Confirmation of Austrian law application and dispute resolution
1. Change Management: Procedures for requesting and implementing changes to services or service levels
2. Disaster Recovery: Include when services are critical and require specific recovery procedures
3. Personnel Requirements: When specific staff qualifications or security clearances are required
4. Intellectual Property Rights: When services involve creation or use of intellectual property
5. Insurance Requirements: When specific insurance coverage is needed for high-risk services
6. Transition Services: When complex service transition in or out is required
7. Regulatory Compliance: For services in regulated industries requiring specific compliance measures
8. Sub-contractors: When use of sub-contractors is permitted and needs governance
9. Environmental Requirements: For services with environmental impact or sustainability requirements
1. Service Specifications: Detailed technical specifications of services
2. Service Level Metrics: Detailed measurement methodologies and targets for each service level
3. Price List: Detailed pricing information and calculation methods
4. Support Procedures: Detailed support processes, escalation procedures, and contact information
5. Security Requirements: Detailed security protocols and requirements
6. Data Processing Agreement: GDPR-compliant data processing terms and procedures
7. Business Continuity Plan: Detailed procedures for service continuation in various scenarios
8. Exit Plan: Procedures and requirements for service termination and transition
9. Operational Level Agreement: Internal operational procedures and responsibilities
Relevant legal definitions
Clauses
Relevant Industries
Information Technology
Telecommunications
Professional Services
Manufacturing
Financial Services
Healthcare
Cloud Services
Software Development
Infrastructure Services
Consulting
Managed Services
Data Centers
Relevant Teams
Legal
Information Technology
Procurement
Operations
Service Delivery
Compliance
Vendor Management
Contract Administration
Technical Support
Account Management
Project Management
Relevant Roles
Chief Information Officer
IT Director
Service Delivery Manager
Procurement Manager
Contract Manager
Legal Counsel
Operations Director
Technical Service Manager
Vendor Manager
Compliance Officer
Account Manager
Project Manager
Chief Technology Officer
Business Relationship Manager
Find the exact document you need
Business Service Level Agreement
An Austrian-law governed agreement defining service levels, performance metrics, and delivery standards between business entities, compliant with Austrian commercial law and EU regulations.
Download
Team Slas
An Austrian law-compliant Service Level Agreement template for managing team performance metrics and service standards.
Download
SaaS SLA
An Austrian law-governed SLA for SaaS services defining service levels, performance metrics, and compliance requirements.
Download
SLA Production Support
An Austrian law-governed Service Level Agreement defining terms and metrics for production support services, including response times and performance standards.
Download
SLA Contract Management
An Austrian law-governed Service Level Agreement (SLA) Contract Management framework defining service delivery terms, performance metrics, and operational requirements between contracting parties.
Download
SLA 999
Austrian law-compliant Service Level Agreement template defining service standards, performance metrics, and accountability measures.
Download
SLA
An Austrian law-governed Service Level Agreement defining service standards, performance metrics, and remedies between service provider and customer.
Download
Internal SLA
Austrian-law governed Internal Service Level Agreement defining service standards and performance metrics between internal departments.
Download
99.99 SLA In Minutes
An Austrian law-governed Service Level Agreement (SLA) guaranteeing 99.99% service uptime with strict performance metrics and compliance requirements.
Download
SLA Change Management
An Austrian law-compliant framework for managing SLA changes, defining procedures and responsibilities for service level modifications.
Download
SLA Request
An Austrian law-governed Service Level Agreement (SLA) Request document establishing service performance standards and metrics between provider and recipient.
Download
Default SLA
An Austrian law-governed Service Level Agreement template defining service standards, performance metrics, and remedies for service delivery relationships.
Download
API SLA
An Austrian law-governed Service Level Agreement for API services, defining performance commitments and operational requirements while ensuring compliance with EU regulations.
Download
SLA Type
An Austrian law-governed agreement defining service performance standards, metrics, and delivery commitments between service provider and recipient.
Download
SLA Telecom
An Austrian law-governed telecommunications Service Level Agreement defining service standards, performance metrics, and remedies for telecommunications services provision.
Download
Managed Services Service Level Agreement
Austrian law-governed Service Level Agreement defining performance metrics and obligations for managed IT services provision.
Download
SLA Base
An Austrian law-governed Service Level Agreement (SLA) template defining core service standards and performance metrics between provider and recipient.
Download
Itil Service Level Agreement
An Austrian-law governed ITIL Service Level Agreement defining IT service delivery standards and performance requirements between service provider and client.
Download
Improved SLA
An enhanced Service Level Agreement template compliant with Austrian law, defining comprehensive service levels and performance metrics with enforceable remedies.
Download
Agency SLA
An Austrian law-governed Service Level Agreement for commercial agency relationships, establishing performance standards and compliance requirements.
Download
SLA Production
Austrian-law governed Service Level Agreement template for production services, compliant with Austrian industrial standards and regulations.
Download
Tier 3 SLA
High-availability (99.999%) Service Level Agreement under Austrian law for mission-critical services with comprehensive performance and support commitments.
Download
SLA Uptime
Austrian law-compliant Service Level Agreement establishing uptime guarantees and performance metrics for digital service provision.
Download
SLA (Healthcare)
Austrian healthcare service level agreement template incorporating local healthcare regulations and EU compliance requirements for medical service delivery.
Download
Simple SLA
An Austrian-law governed Service Level Agreement defining service standards, performance metrics, and mutual obligations between provider and customer.
Download
Normal SLA
An Austrian law-governed Service Level Agreement defining service standards, performance metrics, and remedies between service provider and customer.
Download
Task SLA
An Austrian law-governed agreement defining performance metrics and service levels for specific tasks, including delivery requirements and compliance standards.
Download
SLA Warehouse
An Austrian law-governed agreement setting service levels and operational requirements for warehouse services between a provider and client.
Download
SLA Training
An Austrian law-governed Service Level Agreement for professional training services that defines performance metrics and delivery standards.
Download
SLA Storage
An Austrian-law governed Service Level Agreement defining terms, conditions, and performance metrics for data storage services.
Download
SLA Server Uptime
An Austrian law-governed Service Level Agreement establishing server uptime commitments, measurement criteria, and compensation mechanisms.
Download
SLA Database
An Austrian law-governed Service Level Agreement for database services, defining performance metrics and compliance requirements under Austrian and EU regulations.
Download
SLA Audit
An Austrian law-compliant template for conducting and documenting Service Level Agreement (SLA) audits, incorporating local and EU regulatory requirements.
Download
Security Level Agreement
An Austrian law-governed agreement establishing security requirements, performance metrics, and compliance obligations between parties, incorporating both national and EU regulatory requirements.
Download
Quality SLA
An Austrian-law governed Quality Service Level Agreement defining service standards, performance metrics, and remedies between service provider and customer.
Download
Latency SLA
An Austrian law-governed Service Level Agreement establishing latency performance standards, measurement methods, and remedies for digital services.
Download
Guaranteed SLA
An Austrian law-governed agreement establishing guaranteed service levels with specific performance metrics and remedies for service failures.
Download
Premium SLA
An Austrian law-governed Premium Service Level Agreement defining enhanced service standards, support levels, and performance guarantees for critical business services.
Download
Performance SLA
An Austrian law-governed agreement establishing measurable service performance levels between provider and recipient, with specific metrics and consequences for non-compliance.
Download
Office SLA
An Austrian law-governed Service Level Agreement for office services, defining performance standards and service delivery requirements.
Download
ұԾ’s Security Promise
Genie is the safest place to draft. Here’s how we prioritise your privacy and security.
Your documents are private:
We do not train on your data; ұԾ’s AI improves independently
All data stored on Genie is private to your organisation
Your documents are protected:
Your documents are protected by ultra-secure 256-bit encryption
We are ISO27001 certified, so your data is secure
Organizational security:
You retain IP ownership of your documents and their information
You have full control over your data and who gets to see it
.png)