This Computer SLA template is designed for use in the Austrian jurisdiction when establishing formal service level commitments for IT services. The document is essential when organizations need to define specific, measurable service levels for IT service delivery, whether for internal departments or external service providers. The SLA incorporates requirements from Austrian contract law, data protection regulations (including GDPR), and industry best practices. It is particularly relevant in scenarios where IT services are critical to business operations and require clear performance metrics, response times, and accountability measures. The document includes comprehensive sections on service definitions, performance standards, monitoring mechanisms, and remedies for non-compliance, all aligned with Austrian legal requirements and business practices.
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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 terms, metrics, and key concepts used in the SLA
4. Service Description: Comprehensive description of the IT services covered by the agreement
5. Service Levels: Detailed performance metrics, availability targets, and quality standards
6. Service Monitoring and Reporting: Methods and frequency of service level measurement and reporting
7. Response and Resolution Times: Timeframes for responding to and resolving different categories of issues
8. Customer Obligations: Requirements and responsibilities of the customer
9. Provider Obligations: Commitments and responsibilities of the service provider
10. Data Protection and Security: GDPR compliance measures and security requirements
11. Service Credits and Penalties: Compensation mechanism for service level failures
12. Term and Termination: Duration of agreement and termination provisions
13. Force Majeure: Circumstances exempting parties from their obligations
14. Governing Law and Jurisdiction: Specification of Austrian law application and dispute resolution
1. Disaster Recovery: Details of disaster recovery procedures, used when service requires specific business continuity measures
2. Change Management: Procedures for implementing service changes, included for complex service arrangements
3. Third-Party Services: Terms relating to subcontractors or third-party service providers, needed when external providers are involved
4. Training and Support: Details of training and support services, included when specific user training is part of the service
5. Compliance and Audit Rights: Additional compliance requirements and audit provisions, used for regulated industries or sensitive data processing
6. Innovation and Continuous Improvement: Provisions for service enhancement and technology updates, relevant for long-term strategic partnerships
1. Schedule 1 - Service Level Metrics: Detailed technical specifications of service level measurements and calculations
2. Schedule 2 - Fee Schedule: Pricing details, payment terms, and service credit calculations
3. Schedule 3 - Technical Requirements: Specific technical requirements and specifications for service delivery
4. Schedule 4 - Support Procedures: Detailed procedures for support services and escalation protocols
5. Schedule 5 - Security Requirements: Detailed security protocols and compliance requirements
6. Appendix A - Contact Details: List of key contacts and escalation matrices
7. Appendix B - Incident Categories: Classification and definitions of different types of incidents
8. Appendix C - Report Templates: Standard formats for service level reporting and documentation
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