This Resolution SLA template is designed for use in service arrangements governed by Austrian law where specific incident response and resolution commitments need to be formally documented and enforced. The document is typically employed when establishing or updating service support arrangements, particularly in technical or operational service contexts. It includes comprehensive provisions for incident classification, response times, resolution procedures, and service credit mechanisms, all structured to comply with Austrian commercial law and relevant EU regulations. The Resolution SLA is essential for services where system reliability and incident management are critical to business operations, providing clear metrics and accountability for service delivery while ensuring legal enforceability under Austrian jurisdiction.
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1. Parties: Identification of the service provider and customer, including full legal names and registered addresses
2. Background: Context of the agreement and relationship between the parties
3. Definitions: Detailed definitions of technical terms, service levels, incident categories, and other key terminology used in the agreement
4. Service Hours: Specification of standard service hours, extended hours, and holiday coverage
5. Incident Classification: Definition of different incident severity levels and their characteristics
6. Response Time Commitments: Detailed response time requirements for each incident classification
7. Resolution Process: Step-by-step process for handling and resolving incidents
8. Escalation Procedures: Hierarchy and timing of escalations for unresolved incidents
9. Performance Measurement: Methods and metrics for measuring service level performance
10. Reporting Requirements: Frequency and content of service level performance reports
11. Service Credits: Calculation and application of service credits for missed SLAs
12. Force Majeure: Circumstances under which service levels may be suspended
13. Term and Termination: Duration of the agreement and conditions for termination
14. Governing Law: Confirmation of Austrian law governance and jurisdiction
1. Business Continuity: Additional provisions for ensuring service continuity during major incidents or disasters
2. Security Requirements: Specific security measures and requirements, particularly relevant for IT services
3. Data Protection: GDPR compliance measures, required if personal data is processed
4. Subcontractor Management: Include if service provider uses subcontractors for resolution services
5. Customer Obligations: Specific responsibilities of the customer, if any special requirements exist
6. Training Requirements: Include if specific training is required for customer staff
7. Continuous Improvement: Optional provisions for regular service improvement reviews and processes
1. Schedule 1 - Service Level Targets: Detailed tables of response and resolution times for each incident category
2. Schedule 2 - Service Credit Calculations: Detailed formulas and examples for calculating service credits
3. Schedule 3 - Escalation Contact Matrix: Contact details and escalation paths for both parties
4. Schedule 4 - Incident Management Procedures: Detailed procedures for logging, tracking, and resolving incidents
5. Schedule 5 - Report Templates: Standard formats for regular service level reports
6. Appendix A - Technical Support Details: Technical specifications and support channel information
7. Appendix B - Price List: Pricing for different service levels and any additional services
Relevant legal definitions
Clauses
Relevant Industries
Information Technology
Telecommunications
Financial Services
Healthcare
Manufacturing
Retail
Professional Services
Cloud Services
Software Development
Managed Services
Data Centers
Critical Infrastructure
E-commerce
Relevant Teams
Legal
Information Technology
Service Delivery
Operations
Procurement
Risk Management
Vendor Management
Technical Support
Client Services
Contract Management
Service Operations
Quality Assurance
Relevant Roles
IT Director
Service Delivery Manager
Operations Manager
Contract Manager
Technical Support Manager
Chief Information Officer
Service Level Manager
Procurement Manager
Legal Counsel
Risk Manager
Vendor Management Officer
Head of Operations
Technical Account Manager
Client Services Director
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