This Premium SLA template is designed for use in the Austrian legal context where parties require enhanced service levels and dedicated support mechanisms. It is particularly suitable for critical business services where standard service levels are insufficient to meet business needs. The document incorporates comprehensive service definitions, enhanced performance metrics, premium support procedures, and robust remedies for service failures. The Premium SLA includes specific provisions compliant with Austrian contract law, including the ABGB and relevant commercial regulations, while addressing modern service delivery requirements. It is structured to provide clear accountability, measurable performance standards, and enhanced support mechanisms, making it suitable for high-value service relationships where service quality and reliability are paramount. The agreement includes detailed sections on monitoring, reporting, and escalation procedures, along with provisions for service credits and other remedies that reflect the premium nature of the service commitment.
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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. Service Description: Comprehensive description of the services covered under the premium SLA
5. Service Levels: Detailed performance metrics, availability commitments, and quality standards
6. Performance Monitoring: Methods and tools for measuring and reporting service performance
7. Premium Support Services: Enhanced support features, response times, and dedicated resources
8. Incident Management: Classification of incidents and detailed response procedures
9. Service Credits and Penalties: Compensation structure for service level breaches
10. Customer Obligations: Customer responsibilities and requirements for service delivery
11. Data Protection and Security: GDPR compliance measures and security commitments
12. Charges and Payment: Pricing, payment terms, and billing procedures
13. Term and Termination: Duration, renewal, and termination conditions
14. Force Majeure: Circumstances excusing performance obligations
15. Governing Law and Jurisdiction: Confirmation of Austrian law application and dispute resolution procedures
1. Disaster Recovery: Specific procedures for service continuity in case of major incidents, recommended for critical services
2. Change Management: Procedures for implementing service changes, recommended for complex technical services
3. Transition Services: Procedures for service implementation and exit, useful for complex service transitions
4. Multi-location Services: Special provisions for services delivered across multiple locations
5. Industry-Specific Compliance: Additional compliance requirements for regulated industries
6. Intellectual Property Rights: Detailed IP provisions where service involves custom developments
7. Environmental Requirements: Green IT and sustainability commitments, relevant for environmentally conscious clients
8. Third-Party Service Integration: Provisions for integration with other service providers, if applicable
1. Service Level Definitions: Detailed technical definitions and measurement methodologies for each service level
2. Premium Support Procedures: Detailed support processes, escalation paths, and contact information
3. Price Schedule: Detailed pricing structure, including service credits calculation
4. Technical Requirements: Technical specifications and requirements for service delivery
5. Security Standards: Detailed security protocols and compliance requirements
6. Reporting Ƶ: Standard formats for performance reporting and service reviews
7. Operational Level Agreement: Detailed operational procedures and responsibilities
8. Business Continuity Plan: Detailed procedures for maintaining service in emergency situations
Authors
Relevant legal definitions
Clauses
Relevant Industries
Information Technology
Telecommunications
Cloud Services
Professional Services
Financial Services
Healthcare
Manufacturing
Enterprise Software
Data Center Services
Managed Services
Critical Infrastructure
Digital Services
Relevant Teams
Legal
Information Technology
Operations
Service Delivery
Procurement
Compliance
Risk Management
Technical Support
Customer Success
Service Quality
Contract Management
Infrastructure
Relevant Roles
Chief Technology Officer
IT Director
Service Delivery Manager
Operations Manager
Technical Account Manager
Contract Manager
Procurement Manager
Legal Counsel
Compliance Officer
Service Quality Manager
Infrastructure Manager
Chief Information Officer
Risk Manager
Business Relationship Manager
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