The SLA 999 template is specifically designed for use under Austrian jurisdiction when establishing formal service level commitments between service providers and recipients. This document is essential when organizations need to define and maintain specific service standards, particularly in technology-driven or regulated industries. It includes comprehensive provisions for service delivery, performance measurement, reporting requirements, and remedy mechanisms, all aligned with Austrian legal requirements including the ABGB, GDPR, and relevant industry regulations. The template is particularly valuable for businesses requiring detailed service specifications, clear accountability measures, and compliance with Austrian commercial and data protection laws.
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1. Parties: Identification and details of the service provider and service recipient
2. Background: Context of the agreement and relationship between the parties
3. Definitions: Detailed definitions of technical terms and key concepts used throughout the agreement
4. Service Description: Detailed description of services to be provided
5. Service Levels: Specific, measurable performance standards and metrics
6. Service Availability: Agreed service hours, maintenance windows, and availability commitments
7. Performance Monitoring: Methods and tools for measuring and monitoring service levels
8. Response and Resolution Times: Timeframes for responding to and resolving various categories of issues
9. Reporting Requirements: Regular reporting obligations and performance review processes
10. Service Credits: Compensation mechanism for service level failures
11. Escalation Procedures: Process for escalating issues and disputes
12. Data Protection and Security: GDPR compliance and security measures
13. Terms and Termination: Duration, renewal, and termination conditions
14. General Provisions: Standard legal clauses including governing law, jurisdiction, and notices
1. Disaster Recovery: Specific procedures for service continuity in case of major incidents - required for critical services
2. Change Management: Procedures for implementing service changes - important for complex technical services
3. Training and Support: Details of training and support services - relevant when user training is part of the service
4. Compliance Requirements: Industry-specific compliance obligations - necessary for regulated sectors
5. Third-Party Dependencies: Management of third-party service providers - relevant when subcontractors are involved
6. Innovation and Improvement: Provisions for service improvement and technology updates - useful for long-term technology services
7. Environmental Requirements: Environmental standards and commitments - relevant for services with environmental impact
8. Business Continuity: Detailed business continuity requirements - important for critical business services
1. Schedule 1 - Service Specifications: Detailed technical specifications of the services
2. Schedule 2 - Service Level Metrics: Detailed performance metrics, measurement methods, and thresholds
3. Schedule 3 - Pricing and Service Credits: Detailed pricing structure and service credit calculations
4. Schedule 4 - Support Procedures: Detailed support processes and contact information
5. Schedule 5 - Security Requirements: Detailed security protocols and requirements
6. Schedule 6 - Data Processing Agreement: GDPR-compliant data processing terms and procedures
7. Schedule 7 - Operational Procedures: Day-to-day operational procedures and responsibilities
8. Schedule 8 - Exit Plan: Detailed procedures for service termination and transition
Relevant legal definitions
Clauses
Relevant Industries
Information Technology
Telecommunications
Financial Services
Healthcare
Manufacturing
Professional Services
Cloud Services
Managed Services
Infrastructure Services
Software Development
Data Center Operations
Relevant Teams
Legal
Information Technology
Operations
Compliance
Risk Management
Service Delivery
Procurement
Quality Assurance
Contract Management
Technical Support
Customer Success
Relevant Roles
Chief Technology Officer
IT Service Manager
Operations Director
Compliance Officer
Legal Counsel
Service Delivery Manager
Contract Manager
Risk Manager
Technical Operations Manager
Quality Assurance Manager
Procurement Manager
Business Relationship Manager
Chief Information Officer
Head of Operations
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