The Platform SLA serves as a crucial legal instrument for organizations providing or utilizing platform services within the Austrian jurisdiction. This document type is essential when establishing a formal service relationship between platform providers and their customers, particularly in cases involving critical digital services, data processing, or cloud-based solutions. The agreement comprehensively addresses service level commitments, performance metrics, support requirements, and compliance obligations under Austrian and EU law. It includes specific provisions for data protection under GDPR, consumer protection under Austrian law, and technical service standards. The Platform SLA is particularly relevant in today's digital economy where reliable platform services are essential for business operations, and where clear, measurable service commitments are required for regulatory compliance and risk management.
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1. Parties: Identification of the service provider and customer, including their legal details and authorized representatives
2. Background: Context of the agreement and brief description of the platform service being provided
3. Definitions: Detailed definitions of technical terms, metrics, and key concepts used throughout the SLA
4. Service Description: Comprehensive description of the platform services covered by the SLA
5. Service Levels: Specific performance metrics, availability commitments, and measurement methodologies
6. Service Credits: Compensation mechanism for failure to meet service levels, including calculation methods
7. Support Services: Description of support levels, response times, and escalation procedures
8. Customer Obligations: Customer responsibilities and requirements for proper service usage
9. Security Requirements: Security measures, data protection commitments, and compliance requirements
10. Term and Termination: Duration of the agreement, renewal terms, and termination conditions
11. Force Majeure: Circumstances under which service levels may not be met due to events beyond reasonable control
12. Governing Law and Jurisdiction: Specification of Austrian law governance and jurisdiction for disputes
1. Disaster Recovery: Detailed procedures for service recovery in case of major incidents, used for critical services
2. Change Management: Procedures for implementing service changes, included when frequent updates are expected
3. Training and Documentation: Requirements for providing training and documentation, relevant for complex platforms
4. Third-Party Dependencies: Management of third-party services integration, needed when platform relies on external services
5. Custom Development: Terms for custom features or modifications, included when platform customization is offered
6. Data Migration: Procedures for data migration and handling, relevant when data transfer is part of the service
7. Multi-Tenant Services: Specific provisions for shared infrastructure, used in multi-tenant platforms
1. Schedule 1 - Service Level Metrics: Detailed technical specifications of all service level measurements and calculations
2. Schedule 2 - Support Procedures: Detailed support processes, contact information, and escalation procedures
3. Schedule 3 - Security Standards: Specific security requirements, certifications, and compliance standards
4. Schedule 4 - Pricing and Service Credits: Detailed pricing structure and service credit calculations
5. Schedule 5 - Technical Requirements: Platform technical specifications and minimum requirements
6. Appendix A - Incident Classification: Categories and definitions of various incident types and their severity levels
7. Appendix B - Report Templates: Standard templates for service level reporting and incident reports
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