This Telecommunications SLA (SLA Telecom) template is designed for use in the Austrian market, providing a comprehensive framework for defining and managing telecommunications service delivery. It is particularly valuable when establishing new service relationships or updating existing agreements to comply with current Austrian and EU regulations. The document incorporates essential elements required by the Austrian Telecommunications Act 2021 (TKG 2021) and GDPR, while providing flexibility to accommodate various service types and customer needs. It includes detailed service level commitments, measurement methodologies, support procedures, and remedy mechanisms, making it suitable for both business-to-business and business-to-consumer relationships in the telecommunications sector. The agreement's structure ensures that all parties have clear understanding of their rights, obligations, and the standards of service delivery.
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1. Parties: Identification of the service provider and customer, including full legal names, registration numbers, and addresses
2. Background: Context of the agreement and brief description of the telecommunications services being provided
3. Definitions: Detailed definitions of technical terms, service metrics, and other key terms used throughout the agreement
4. Service Description: Detailed description of the telecommunications services being provided, including scope and limitations
5. Service Levels: Specific, measurable performance metrics and standards that the service provider commits to maintain
6. Service Level Measurement: Methods and procedures for measuring and reporting service level performance
7. Service Credits: Compensation mechanism for service level failures, including calculation methods and claiming process
8. Support Services: Description of technical support services, including response times and escalation procedures
9. Customer Obligations: Customer responsibilities and requirements for facilitating service delivery
10. Data Protection and Privacy: GDPR compliance measures and data handling procedures
11. Charges and Payment: Pricing, payment terms, and billing procedures
12. Term and Termination: Duration of the agreement, renewal terms, and termination rights
13. Liability and Indemnification: Limitations of liability and indemnification obligations of both parties
14. Force Majeure: Circumstances under which service level obligations may be suspended
15. Governing Law and Jurisdiction: Specification of Austrian law as governing law and jurisdiction for disputes
1. Regulatory Compliance: Additional section for regulated customers (e.g., financial institutions) requiring specific compliance measures
2. Security Requirements: Enhanced security measures for customers with specific security needs
3. Disaster Recovery: Detailed disaster recovery procedures for customers requiring high availability
4. Change Management: Formal procedures for implementing service changes, used for complex service arrangements
5. Service Migration: Procedures for migrating services from existing providers, used when customer is transitioning from another provider
6. Multi-site Services: Special provisions for services delivered across multiple customer locations
7. Competitive Restrictions: Non-compete and exclusivity provisions, used in strategic partnerships
1. Schedule 1 - Technical Specifications: Detailed technical specifications of the telecommunications services
2. Schedule 2 - Service Level Metrics: Detailed breakdown of all service level targets and measurement methodologies
3. Schedule 3 - Service Credits Calculation: Detailed formulas and examples for calculating service credits
4. Schedule 4 - Pricing and Charges: Detailed pricing structure, including all rates and charges
5. Schedule 5 - Support Procedures: Detailed support procedures, contact information, and escalation matrices
6. Schedule 6 - Accepted Use Policy: Rules and restrictions regarding the use of the telecommunications services
7. Schedule 7 - Data Processing Agreement: GDPR-compliant data processing terms and procedures
8. Appendix A - Service Coverage Map: Geographic coverage areas for the telecommunications services
9. Appendix B - Equipment Specifications: Specifications for any customer premises equipment (CPE)
Relevant legal definitions
Clauses
Relevant Industries
Telecommunications
Information Technology
Financial Services
Healthcare
Government Services
Retail
Manufacturing
Education
Transportation
Hospitality
Media and Broadcasting
Professional Services
Relevant Teams
Legal
Information Technology
Network Operations
Service Delivery
Procurement
Compliance
Technical Operations
Infrastructure Management
Contract Management
Customer Support
Service Level Management
Quality Assurance
Risk Management
Relevant Roles
Telecommunications Manager
IT Director
Network Operations Manager
Service Delivery Manager
Legal Counsel
Procurement Manager
Chief Technology Officer
Compliance Officer
Infrastructure Manager
Contract Manager
Technical Operations Director
Chief Information Officer
Service Level Manager
Network Administrator
Telecommunications Engineer
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