This Simple SLA template is designed for use under Austrian law when establishing a formal service relationship between a provider and customer. It is particularly suitable for straightforward service arrangements where clear performance metrics and service standards need to be defined. The document incorporates essential elements required by Austrian contract law while maintaining flexibility for various service types. It includes key sections on service levels, performance measurement, remedies, and compliance with Austrian regulations including data protection requirements. This template is most commonly used for IT services, professional services, and managed services where quantifiable service levels can be established and measured.
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1. Parties: Identification and details of the service provider and service recipient
2. Background: Context of the agreement and brief description of the services to be provided
3. Definitions: Definitions of key terms used throughout the agreement
4. Service Description: Detailed description of the services to be provided
5. Service Levels: Specific performance metrics and standards that the service provider commits to meet
6. Performance Measurement: Methods and frequency of measuring service level performance
7. Service Credits: Compensation mechanism for failure to meet service levels
8. Support Services: Description of support services, including response times and escalation procedures
9. Term and Termination: Duration of the agreement and conditions for termination
10. Charges and Payment: Pricing, payment terms, and invoicing procedures
11. Data Protection: Obligations regarding data protection under Austrian law and GDPR
12. Confidentiality: Protection of confidential information exchanged between parties
13. Liability and Indemnification: Limitation of liability and indemnification provisions
14. Force Majeure: Circumstances under which parties are excused from performance
15. Governing Law and Jurisdiction: Specification of Austrian law as governing law and jurisdiction for disputes
1. Change Management: Procedures for requesting and implementing changes to services - include when services may need frequent modification
2. Disaster Recovery: Recovery procedures and obligations in case of service disruption - include for critical services
3. Security Requirements: Specific security measures and compliance requirements - include for services involving sensitive data
4. Subcontractors: Terms governing the use of subcontractors - include when subcontracting is anticipated
5. Insurance: Insurance requirements - include for high-risk services
6. Intellectual Property Rights: IP ownership and licensing terms - include when service involves creation or use of IP
7. Exit Management: Procedures for service transition at agreement end - include for complex services
8. Business Continuity: Measures to ensure service continuation - include for business-critical services
1. Service Level Specifications: Detailed technical specifications of service levels and measurement methods
2. Pricing Schedule: Detailed pricing structure, including any variable elements
3. Support Procedures: Detailed support processes, contact information, and escalation procedures
4. Technical Requirements: Technical specifications and requirements for service delivery
5. Data Processing Agreement: Detailed terms for data processing in compliance with GDPR
6. Service Credits Calculation: Detailed methodology for calculating service credits
7. Reporting Ƶ: Standard formats for service level reporting
Authors
Relevant legal definitions
Clauses
Relevant Industries
Information Technology
Software Services
Cloud Computing
Professional Services
Telecommunications
Managed Services
Business Process Outsourcing
Healthcare Technology
Financial Technology
Infrastructure Services
Relevant Teams
Legal
Operations
Information Technology
Procurement
Compliance
Service Delivery
Account Management
Technical Support
Customer Success
Risk Management
Relevant Roles
Service Delivery Manager
Contract Manager
Legal Counsel
Operations Director
IT Manager
Account Manager
Compliance Officer
Technical Service Manager
Project Manager
Customer Success Manager
Chief Technology Officer
Procurement Manager
Risk Manager
Business Development Manager
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