This SLA Uptime agreement is essential for businesses providing digital services, cloud solutions, or online platforms in Austria. It should be used when establishing guaranteed service availability levels between service providers and their customers. The document incorporates key elements required under Austrian law and EU regulations, including specific uptime commitments, measurement methodologies, and service credit mechanisms. The agreement is particularly important for services where continuous availability is crucial for business operations, such as cloud platforms, hosting services, or mission-critical applications. It addresses both technical requirements and legal obligations, including data protection and consumer protection requirements where applicable. The SLA Uptime agreement serves as a foundational document for establishing clear service expectations and remedies while ensuring compliance with Austrian legal frameworks.
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1. Parties: Identification of the service provider and customer, including their legal details and registered addresses
2. Background: Context of the agreement and brief description of the services being provided
3. Definitions: Detailed definitions of technical terms, including 'Uptime', 'Downtime', 'Scheduled Maintenance', 'Service Hours', and other relevant terminology
4. Service Levels: Specific uptime commitments, including percentage guarantees and measurement periods
5. Service Measurement: Methodology for measuring and calculating uptime, including monitoring tools and reporting mechanisms
6. Exclusions: Circumstances not counted as downtime, such as scheduled maintenance, force majeure events, or customer-caused issues
7. Service Credits: Compensation structure for failure to meet SLAs, including calculation methods and claiming procedures
8. Reporting: Requirements for regular service level reporting, including frequency and content
9. Support Services: Description of support services, including response times and escalation procedures
10. Term and Termination: Duration of the agreement and conditions for termination
11. General Provisions: Standard legal clauses including governing law, dispute resolution, and notices
1. Data Protection: Required when personal data processing is involved, detailing GDPR compliance measures
2. Disaster Recovery: Optional section for critical services requiring specific disaster recovery commitments
3. Security Requirements: Detailed security measures when handling sensitive data or systems
4. Change Management: Procedures for implementing service changes when significant system modifications are expected
5. Performance Optimization: Optional commitments for ongoing service optimization and improvement
6. Customer Obligations: Detailed customer responsibilities when specific customer actions are required for service delivery
7. Third-Party Dependencies: Required when service delivery depends on third-party services or infrastructure
1. Schedule 1 - Service Description: Detailed technical specification of the services covered by the SLA
2. Schedule 2 - Service Level Metrics: Detailed breakdown of uptime calculations, measurement methodologies, and specific targets
3. Schedule 3 - Service Credit Calculations: Detailed formulas and examples for calculating service credits
4. Schedule 4 - Technical Support Procedures: Detailed support processes, contact information, and escalation procedures
5. Schedule 5 - Approved Maintenance Windows: Specified times for scheduled maintenance activities
6. Appendix A - Incident Response Plan: Procedures for handling and resolving service interruptions
7. Appendix B - Technical Requirements: Customer technical requirements and compatible systems/configurations
Relevant legal definitions
Clauses
Relevant Industries
Information Technology
Cloud Services
Telecommunications
E-commerce
Financial Services
Healthcare Technology
Enterprise Software
Digital Infrastructure
Data Center Services
Managed Services
Online Gaming
Digital Media
Software as a Service
Relevant Teams
Legal
Information Technology
Operations
Service Delivery
Technical Support
Compliance
Customer Success
Infrastructure
Quality Assurance
Risk Management
Contract Administration
Account Management
Relevant Roles
Chief Technology Officer
Service Delivery Manager
Technical Operations Director
IT Infrastructure Manager
Cloud Services Manager
Systems Reliability Engineer
Legal Counsel
Compliance Officer
Service Level Manager
Operations Manager
Account Manager
Contract Manager
Technical Support Manager
Quality Assurance Manager
Risk Manager
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