The Ticketing SLA is essential for organizations providing or receiving ticketing system services in Austria. It is designed to establish clear service expectations, performance standards, and accountability measures between service providers and their clients. This document type is particularly relevant in today's digital economy where reliable ticketing systems are crucial for various sectors. The agreement ensures compliance with Austrian commercial law, EU regulations (particularly GDPR), and industry standards while providing comprehensive coverage of technical requirements, support obligations, and remedy mechanisms. The Ticketing SLA should be used when implementing new ticketing systems or formalizing existing service arrangements, as it provides the necessary framework for measuring service quality, managing incidents, and maintaining system performance.
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1. Parties: Identification of the service provider and customer, including full legal names and addresses
2. Background: Context of the agreement and brief description of the ticketing services to be provided
3. Definitions: Definitions of technical terms, service metrics, and key concepts used throughout the agreement
4. Service Description: Detailed description of the ticketing services, including system functionality and scope
5. Service Level Commitments: Specific performance metrics, availability guarantees, and response time commitments
6. Support Services: Description of support levels, hours of operation, and contact procedures
7. Incident Management: Classification of incidents, response times, and escalation procedures
8. Performance Monitoring: Methods and tools for monitoring service levels and reporting procedures
9. Data Protection and Security: GDPR compliance measures and security requirements for handling customer data
10. Fees and Payment Terms: Pricing structure, payment schedule, and billing procedures
11. Term and Termination: Duration of the agreement, renewal terms, and termination conditions
12. Service Credits and Penalties: Compensation mechanism for service level failures and calculation methods
13. General Terms: Standard legal provisions including governing law, dispute resolution, and force majeure
1. Change Management: Procedures for requesting and implementing service changes - include if the service allows for customization
2. Disaster Recovery: Business continuity and disaster recovery procedures - include for critical systems
3. Training and Documentation: Training services and system documentation - include if training is part of the service offering
4. Third-Party Integration: Terms for integration with other systems - include if third-party integrations are part of the service
5. White-Label Services: Terms for white-label service provision - include if white-labeling is offered
6. Revenue Sharing: Revenue sharing arrangements - include if applicable to the business model
7. Marketing and Branding: Terms for use of branding and marketing - include if relevant to the service relationship
1. Schedule A - Service Level Metrics: Detailed technical specifications of service level measurements and targets
2. Schedule B - Fee Schedule: Detailed pricing information, including all service tiers and additional charges
3. Schedule C - Support Procedures: Detailed support processes, contact information, and escalation procedures
4. Schedule D - Technical Requirements: System requirements, supported platforms, and technical specifications
5. Schedule E - Security Standards: Detailed security requirements and compliance standards
6. Appendix 1 - Service Credit Calculation: Detailed formulas and examples for calculating service credits
7. Appendix 2 - Incident Priority Matrix: Classification matrix for incident priority levels and response times
8. Appendix 3 - Report Templates: Templates for various service reports and performance measurements
Relevant legal definitions
Clauses
Relevant Industries
Entertainment
Sports
Cultural Events
Transportation
Tourism
Conferences and Exhibitions
Performing Arts
Museums and Galleries
Public Services
Education
Relevant Teams
Legal
Information Technology
Operations
Customer Support
Compliance
Sales
Service Delivery
Project Management
Technical Support
Account Management
Relevant Roles
IT Director
Operations Manager
Service Delivery Manager
Technical Support Lead
Contract Manager
Compliance Officer
Event Manager
Systems Administrator
Customer Success Manager
Digital Services Director
Venue Manager
Box Office Manager
Legal Counsel
Project Manager
Sales Director
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