The Improved SLA is designed for organizations requiring a robust and legally compliant framework for service level management under Austrian jurisdiction. It is particularly relevant when standard SLAs need enhancement with more sophisticated performance metrics, detailed monitoring procedures, and stronger enforcement mechanisms. This document type is appropriate when parties seek to establish clear, measurable service standards with specific consequences for non-performance. The Improved SLA incorporates best practices from Austrian commercial law and EU regulations, making it suitable for both domestic and international service arrangements. It includes comprehensive provisions for data protection, regular performance reviews, and escalation procedures, while maintaining flexibility for industry-specific requirements.
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1. Parties: Identification and details of the service provider and customer
2. Background: Context of the agreement and relationship between the parties
3. Definitions: Detailed definitions of technical terms, service metrics, and key concepts used in the agreement
4. Services Overview: High-level description of services covered by the SLA
5. Service Levels: Detailed performance standards, availability requirements, and quality metrics
6. Service Level Measurement: Methods and procedures for measuring and calculating service level performance
7. Performance Monitoring: Procedures for monitoring and reporting service performance
8. Service Credits and Penalties: Compensation mechanism for service level failures
9. Problem Management: Procedures for identifying, reporting, and resolving service issues
10. Reporting Requirements: Regular reporting obligations and performance review meetings
11. Data Protection and Security: Obligations regarding data protection under GDPR and Austrian law
12. Term and Termination: Duration of agreement and termination provisions
13. General Provisions: Standard legal clauses including governing law, jurisdiction, and notices
1. Disaster Recovery: Include when services are business-critical or involve significant data processing
2. Change Management: Add when service requirements may need frequent adjustment
3. Customer Obligations: Include when customer must provide specific resources or access
4. Security Standards: Add for services involving sensitive data or systems
5. Compliance Requirements: Include for regulated industries or specific compliance needs
6. Service Level Reviews: Add when regular review and adjustment of SLAs is desired
7. Subcontractors: Include when service provider may use third-party services
8. Insurance Requirements: Add for high-value or high-risk services
1. Schedule 1 - Service Descriptions: Detailed technical specifications of each service
2. Schedule 2 - Service Level Metrics: Specific performance targets and measurement criteria
3. Schedule 3 - Fee Schedule: Pricing, service credits, and penalty calculations
4. Schedule 4 - Escalation Matrix: Contact details and escalation procedures
5. Schedule 5 - Technical Requirements: Infrastructure and technical specifications
6. Schedule 6 - Report Ƶ: Standard formats for performance reporting
7. Appendix A - Data Processing Agreement: GDPR-compliant data processing terms
8. Appendix B - Security Standards: Detailed security requirements and protocols
Relevant legal definitions
Clauses
Relevant Industries
Information Technology
Telecommunications
Cloud Services
Managed Services
Software Development
Data Center Operations
Professional Services
Healthcare IT
Financial Services Technology
Manufacturing Technology
E-commerce
Digital Infrastructure
Relevant Teams
Legal
Information Technology
Operations
Procurement
Compliance
Service Delivery
Quality Assurance
Vendor Management
Risk Management
Contract Administration
Relevant Roles
Chief Technology Officer
IT Director
Service Delivery Manager
Operations Manager
Contract Manager
Procurement Manager
Legal Counsel
Compliance Officer
Technical Account Manager
Quality Assurance Manager
Service Level Manager
IT Infrastructure Manager
Vendor Management Officer
Risk Management Officer
Business Relationship Manager
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