This SaaS SLA template is designed for use in the Austrian market, providing a comprehensive framework for Software as a Service agreements that comply with Austrian and EU regulations. The document is essential when establishing a service relationship between a SaaS provider and their customers, whether in B2B or B2C contexts. It includes detailed service level commitments, performance metrics, support obligations, and remediation procedures, while ensuring compliance with Austrian contract law, data protection requirements (GDPR and DSG), consumer protection regulations, and e-commerce legislation. The SLA addresses critical aspects such as service availability, response times, data security, and service credits, making it suitable for both standard and complex SaaS deployments in the Austrian market.
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1. Parties: Identification and details of the service provider and customer
2. Background: Context of the agreement and brief description of the services
3. Definitions: Detailed definitions of technical and legal terms used throughout the agreement
4. Service Description: Detailed description of the SaaS services provided
5. Service Levels: Specific performance metrics, availability commitments, and measurement methods
6. Support Services: Description of support levels, response times, and escalation procedures
7. Customer Obligations: Customer responsibilities and requirements for using the service
8. Fees and Payment: Pricing, payment terms, and billing procedures
9. Service Credits: Compensation mechanism for service level failures
10. Data Protection and Security: GDPR compliance measures and security commitments
11. Intellectual Property Rights: Ownership and usage rights of the service and related content
12. Confidentiality: Protection of confidential information and trade secrets
13. Term and Termination: Duration, renewal, and termination provisions
14. Liability and Indemnification: Limitation of liability and indemnification obligations
15. Force Majeure: Provisions for handling events beyond reasonable control
16. General Provisions: Miscellaneous legal provisions including governing law and jurisdiction
1. Disaster Recovery: Detailed disaster recovery and business continuity procedures, recommended for critical services
2. Change Management: Procedures for implementing service changes and updates, useful for complex systems
3. Security Audits: Provisions for security audits and compliance certifications, important for regulated industries
4. Service Integration: Terms for integration with third-party services, needed when service interfaces with other systems
5. Professional Services: Terms for additional implementation or consulting services, if offered
6. Training: Provisions for user training and documentation, relevant for complex systems
7. Export Control: Compliance with export control regulations, necessary for international services
8. Insurance: Specific insurance requirements, important for high-value or high-risk services
1. Service Level Metrics: Detailed technical specifications of service levels and measurement methodologies
2. Support Services Details: Comprehensive support procedures, contact information, and escalation paths
3. Fee Schedule: Detailed pricing information, including optional services and volume discounts
4. Technical Requirements: Minimum technical requirements and supported configurations
5. Security Standards: Detailed security protocols and compliance standards
6. Data Processing Agreement: GDPR-compliant data processing terms and procedures
7. Business Continuity Plan: Detailed disaster recovery and business continuity procedures
8. Service Credits Calculation: Detailed methodology for calculating service credits and penalties
Authors
Relevant legal definitions
Clauses
Relevant Industries
Information Technology
Financial Services
Healthcare
E-commerce
Education
Manufacturing
Professional Services
Telecommunications
Insurance
Real Estate
Retail
Logistics
Public Sector
Relevant Teams
Legal
Information Technology
Procurement
Operations
Compliance
Information Security
Service Delivery
Risk Management
Customer Success
Technical Support
Sales
Product Management
Relevant Roles
Chief Technology Officer
IT Director
Legal Counsel
Procurement Manager
Operations Manager
Service Delivery Manager
Contract Manager
Data Protection Officer
Compliance Officer
IT Security Manager
Enterprise Architect
Account Manager
Business Development Manager
Risk Manager
Technical Project Manager
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