This template is designed for creating a Supplier SLA (Service Level Agreement) under Austrian jurisdiction, primarily used when establishing a formal service delivery framework between a supplier and a customer. The document is essential for businesses requiring clearly defined service levels, performance metrics, and accountability measures. It incorporates key elements required under Austrian law, including provisions from the ABGB (Austrian Civil Code) and UGB (Commercial Code), while addressing specific requirements for service delivery, monitoring, and remedies. The SLA template is particularly valuable for ongoing service relationships where quality metrics, response times, and performance standards need to be clearly defined and measured, with appropriate mechanisms for service credits and dispute resolution in accordance with Austrian legal requirements.
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1. Parties: Identification of the service provider and customer, including full legal names and registration details
2. Background: Context of the agreement and relationship between the parties
3. Definitions: Detailed definitions of technical terms, KPIs, and other important concepts used throughout the agreement
4. Service Description: Detailed description of services to be provided, including scope and exclusions
5. Service Levels: Specific, measurable performance standards and KPIs that the supplier must meet
6. Service Credits and Penalties: Financial adjustments for failure to meet service levels, structured in accordance with Austrian contract law
7. Monitoring and Reporting: Methods and frequency of service level measurement and reporting
8. Support and Problem Resolution: Response times, escalation procedures, and problem resolution processes
9. Supplier Personnel: Requirements for supplier staff, including qualifications and security clearance
10. Data Protection and Security: Compliance with DSG and GDPR, security measures, and data handling procedures
11. Fees and Payment: Pricing, payment terms, and invoicing procedures
12. Term and Termination: Duration of agreement, renewal terms, and termination rights
13. General Provisions: Standard legal clauses including governing law, dispute resolution, and force majeure
1. Business Continuity: Details of disaster recovery and business continuity requirements, recommended for critical services
2. Transition Services: Procedures for service transition at start and end of contract, important for complex service arrangements
3. Benchmarking: Rights and procedures for comparing services against market standards, useful for long-term contracts
4. Innovation and Continuous Improvement: Requirements for service enhancement and technological updates, relevant for technology-dependent services
5. Regulatory Compliance: Specific regulatory obligations, necessary for regulated industries
6. Environmental Requirements: Environmental standards and reporting, important for services with environmental impact
7. Subcontracting: Rules and approval processes for subcontractors, needed if subcontracting is permitted
1. Schedule 1 - Service Descriptions: Detailed technical specifications of each service component
2. Schedule 2 - Service Levels and KPIs: Detailed metrics, measurement methods, and service level targets
3. Schedule 3 - Pricing and Service Credits: Detailed fee structure and service credit calculations
4. Schedule 4 - Support Procedures: Detailed support processes, contact details, and escalation procedures
5. Schedule 5 - Security Requirements: Detailed security protocols and compliance requirements
6. Schedule 6 - Change Control Procedure: Process for implementing and documenting changes to services
7. Appendix A - Service Reports: Ƶ for service level reports and performance monitoring
8. Appendix B - Contact Details: Key personnel and emergency contacts for both parties
Authors
Relevant legal definitions
Clauses
Relevant Industries
Information Technology
Telecommunications
Professional Services
Facilities Management
Cloud Services
Manufacturing
Healthcare
Financial Services
Logistics
Security Services
Data Center Operations
Software Development
Infrastructure Services
Relevant Teams
Legal
Procurement
Operations
Service Delivery
Vendor Management
Risk & Compliance
Information Technology
Quality Assurance
Project Management
Contract Administration
Technical Support
Account Management
Relevant Roles
Legal Counsel
Procurement Manager
Operations Director
Service Delivery Manager
Contract Manager
Chief Technology Officer
Vendor Manager
Risk Manager
Compliance Officer
Technical Operations Manager
Account Executive
Business Development Manager
Project Manager
Quality Assurance Manager
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