Team SLAs are essential documents for organizations seeking to establish clear, measurable performance standards and service delivery expectations for internal or external teams. This template is specifically designed for use under Austrian jurisdiction, incorporating requirements from Austrian labor law, data protection regulations, and working time legislation. The document is particularly valuable when formalizing service arrangements between departments or with external service providers, setting clear expectations for team performance, response times, and service quality. It includes comprehensive sections on performance metrics, reporting requirements, and compliance measures, making it suitable for both technical and non-technical service delivery teams. The Team SLAs template ensures that all performance monitoring and reporting mechanisms comply with Austrian workplace regulations and GDPR requirements.
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1. Parties: Identification of the service provider team and service recipient, including legal entity details
2. Background: Context of the agreement, including the purpose of the team's services and general objectives
3. Definitions: Key terms used throughout the SLA, including technical terms, performance metrics, and role definitions
4. Service Description: Detailed description of services provided by the team, including scope and limitations
5. Performance Metrics: Specific, measurable KPIs and service levels the team commits to achieve
6. Measurement and Reporting: Methods for measuring performance, reporting frequency, and reporting format
7. Team Composition and Roles: Structure of the team, key roles, and responsibilities
8. Operating Hours and Availability: Service hours, response times, and availability commitments in compliance with Austrian working time regulations
9. Communication Protocols: Communication channels, escalation procedures, and response time commitments
10. Quality Standards: Quality assurance processes and standards the team will maintain
11. Data Protection and Privacy: GDPR and DSG compliance measures for handling personal and business data
12. Term and Termination: Duration of the agreement and conditions for termination
13. Force Majeure: Circumstances under which service levels may be excused due to events beyond reasonable control
1. Service Credits: Include when financial penalties or credits are tied to performance levels
2. Training and Knowledge Transfer: Include when the team needs to maintain specific certifications or knowledge levels
3. Business Continuity: Include for critical services requiring disaster recovery and continuity planning
4. Security Requirements: Include when handling sensitive data or accessing secure systems
5. Continuous Improvement: Include when expecting regular service level improvements and innovation
6. Third-Party Dependencies: Include when service delivery depends on external vendors or systems
7. Language Requirements: Include when team must provide services in specific languages
8. Remote Work Provisions: Include when team members work remotely or across different locations
1. Schedule 1 - Service Level Metrics: Detailed breakdown of all performance metrics, measurement methods, and targets
2. Schedule 2 - Rate Card: Pricing structure and any performance-related financial adjustments
3. Schedule 3 - Team Structure: Detailed team organization chart, roles, and contact information
4. Schedule 4 - Reporting Ƶ: Standard formats for performance reports and communications
5. Schedule 5 - Technical Requirements: Specific technical standards, tools, and systems used in service delivery
6. Schedule 6 - Escalation Matrix: Detailed escalation procedures and contact information for different scenarios
7. Appendix A - Data Processing Agreement: GDPR-compliant data processing terms and procedures
8. Appendix B - Business Continuity Plan: Detailed procedures for maintaining service during disruptions
Relevant legal definitions
Clauses
Relevant Industries
Information Technology
Financial Services
Healthcare
Manufacturing
Professional Services
Telecommunications
Customer Service
Business Process Outsourcing
Software Development
Consulting
Shared Services
Healthcare Technology
E-commerce
Digital Services
Relevant Teams
Operations
Service Delivery
Legal
Human Resources
Information Technology
Quality Assurance
Performance Management
Compliance
Contract Management
Project Management Office
Customer Support
Development
Infrastructure
Business Analysis
Relevant Roles
Service Delivery Manager
Operations Manager
Department Head
Team Leader
Project Manager
Quality Assurance Manager
Performance Manager
Contract Manager
Legal Counsel
HR Manager
IT Manager
Compliance Officer
Data Protection Officer
Business Unit Director
Service Operations Manager
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