The Database Service Level Agreement (SLA Database) is essential for organizations requiring professional database management services under Austrian jurisdiction. This document is typically used when establishing a formal relationship between a database service provider and a customer seeking reliable, measured database services. It encompasses critical elements such as performance metrics, availability guarantees, data protection measures compliant with Austrian law and GDPR, security requirements, and support procedures. The agreement is particularly important in Austria where data protection and privacy regulations are strictly enforced, and it must align with both Austrian civil code requirements and EU regulations. The SLA Database agreement provides clear metrics for service evaluation, establishes accountability, and defines remedies for service failures while ensuring legal compliance.
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1. Parties: Identification of service provider and customer with full legal details
2. Background: Context of the agreement and brief description of the database services to be provided
3. Definitions: Definitions of technical terms, service metrics, and other key concepts used in the agreement
4. Service Description: Detailed description of the database services, including scope and exclusions
5. Service Levels: Specific performance metrics, availability guarantees, and response times
6. Service Level Measurement: Methods and procedures for measuring and reporting service levels
7. Support Services: Description of support levels, response times, and escalation procedures
8. Data Protection and Security: GDPR compliance measures, security requirements, and data handling procedures
9. Customer Obligations: Customer responsibilities and requirements for service delivery
10. Fees and Payment: Pricing, payment terms, and billing procedures
11. Service Credits: Compensation mechanism for service level failures
12. Liability and Indemnification: Limitation of liability and indemnification provisions
13. Term and Termination: Duration, renewal, and termination provisions
14. General Provisions: Standard legal clauses including governing law, dispute resolution, and notices
1. Disaster Recovery: Detailed disaster recovery procedures, used for critical database services
2. Data Migration: Procedures for initial data migration, included when existing data needs to be transferred
3. Multi-tenant Services: Additional provisions for shared database environments
4. Compliance Requirements: Industry-specific compliance requirements, included for regulated sectors
5. Change Management: Procedures for managing service changes, included for complex implementations
6. Training Services: Training provisions, included when customer requires training support
7. Custom Development: Terms for custom database development work, if applicable
1. Service Level Specifications: Detailed technical specifications of service levels and measurement methods
2. Price Schedule: Detailed pricing information including service tiers and additional services
3. Technical Requirements: Hardware, software, and network requirements for service delivery
4. Support Procedures: Detailed support procedures and contact information
5. Security Policy: Detailed security requirements and procedures
6. Data Processing Agreement: GDPR-compliant data processing terms and procedures
7. Exit Plan: Detailed procedures for service termination and data return
Relevant legal definitions
Clauses
Relevant Industries
Information Technology
Financial Services
Healthcare
E-commerce
Manufacturing
Professional Services
Insurance
Telecommunications
Public Sector
Education
Relevant Teams
Legal
Information Technology
Information Security
Procurement
Compliance
Operations
Risk Management
Data Protection
Service Delivery
Technical Operations
Relevant Roles
Chief Technology Officer
Database Administrator
IT Director
Chief Information Officer
Data Protection Officer
IT Service Manager
Legal Counsel
Procurement Manager
Information Security Manager
Operations Manager
Technology Contract Manager
IT Compliance Officer
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