This Basic SLA template is designed for use in the Swiss jurisdiction where service relationships require clear, measurable performance standards while complying with Swiss legal requirements. The document is particularly suitable for businesses establishing new service relationships or formalizing existing ones, providing a framework for service delivery, quality standards, and performance metrics. It incorporates essential elements required under Swiss law, including the provisions of the Swiss Code of Obligations (OR/CO) and relevant federal regulations. The Basic SLA template is structured to handle both straightforward and moderately complex service arrangements, offering sufficient detail for effective service management while maintaining flexibility for customization based on specific service requirements and business needs.
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1. Parties: Identification and details of the service provider and customer, including registered addresses and company details
2. Background: Context of the agreement and brief description of the services to be provided
3. Definitions: Definitions of key terms used throughout the agreement, including technical terms and service-specific terminology
4. Services Overview: High-level description of the services to be provided and service delivery framework
5. Service Levels: Detailed specification of service levels, including performance metrics, availability requirements, and measurement methods
6. Support and Response Times: Definition of support services, response times for different incident priorities, and escalation procedures
7. Customer Obligations: Responsibilities and obligations of the customer necessary for service delivery
8. Fees and Payment: Pricing structure, payment terms, and any service credits or penalties
9. Term and Termination: Duration of the agreement, renewal terms, and termination conditions
10. Liability and Indemnification: Limitations of liability and indemnification provisions in accordance with Swiss law
11. Confidentiality: Protection of confidential information and trade secrets
12. Force Majeure: Circumstances under which service levels may be suspended due to events beyond reasonable control
13. Governing Law and Jurisdiction: Confirmation of Swiss law application and jurisdiction for dispute resolution
1. Data Protection: Detailed data handling and protection provisions, required if personal data is processed as part of the services
2. Disaster Recovery: Disaster recovery and business continuity procedures, recommended for critical services
3. Change Management: Procedures for implementing changes to services or service levels, recommended for complex service relationships
4. Audit Rights: Customer's rights to audit service provider's performance and compliance, important for regulated industries
5. Insurance: Insurance requirements and coverage details, recommended for high-value or high-risk services
6. Subcontractors: Rules and restrictions regarding the use of subcontractors, important if service provider may delegate services
7. Exit Management: Detailed procedures for service transition upon termination, important for complex or critical services
1. Schedule 1 - Service Descriptions: Detailed technical specifications of all services covered by the agreement
2. Schedule 2 - Service Level Metrics: Detailed performance metrics, measurement methodologies, and reporting requirements
3. Schedule 3 - Fee Schedule: Detailed pricing, payment terms, and service credit calculations
4. Schedule 4 - Support Procedures: Detailed support processes, contact information, and escalation procedures
5. Schedule 5 - Technical Requirements: Technical specifications and requirements for service delivery
6. Appendix A - Service Report Template: Template for regular service level reporting
7. Appendix B - Incident Response Form: Standard form for reporting and tracking service incidents
Relevant legal definitions
Agreement
Applicable Law
Authorized Representative
Business Day
Business Hours
Confidential Information
Customer
Customer Data
Disaster
Documentation
Effective Date
Emergency Maintenance
Force Majeure Event
Incident
Initial Term
Intellectual Property Rights
Maintenance Window
Performance Report
Personnel
Planned Maintenance
Priority Levels
Response Time
Resolution Time
Service Credits
Service Hours
Service Level Failure
Service Levels
Services
Service Provider
Service Requirements
Scheduled Downtime
Support Services
System
Term
Third Party Provider
Unscheduled Downtime
Uptime
Working Hours
Applicable Law
Authorized Representative
Business Day
Business Hours
Confidential Information
Customer
Customer Data
Disaster
Documentation
Effective Date
Emergency Maintenance
Force Majeure Event
Incident
Initial Term
Intellectual Property Rights
Maintenance Window
Performance Report
Personnel
Planned Maintenance
Priority Levels
Response Time
Resolution Time
Service Credits
Service Hours
Service Level Failure
Service Levels
Services
Service Provider
Service Requirements
Scheduled Downtime
Support Services
System
Term
Third Party Provider
Unscheduled Downtime
Uptime
Working Hours
Clauses
Definitions
Services
Service Levels
Performance Monitoring
Support Services
Customer Obligations
Service Provider Obligations
Fees and Payment
Service Credits
Reporting
Change Management
Term and Termination
Force Majeure
Confidentiality
Data Protection
Intellectual Property
Liability
Indemnification
Insurance
Assignment
Subcontracting
Audit Rights
Dispute Resolution
Notices
Governing Law
Entire Agreement
Severability
Amendments
Force Majeure
Business Continuity
Exit Management
Services
Service Levels
Performance Monitoring
Support Services
Customer Obligations
Service Provider Obligations
Fees and Payment
Service Credits
Reporting
Change Management
Term and Termination
Force Majeure
Confidentiality
Data Protection
Intellectual Property
Liability
Indemnification
Insurance
Assignment
Subcontracting
Audit Rights
Dispute Resolution
Notices
Governing Law
Entire Agreement
Severability
Amendments
Force Majeure
Business Continuity
Exit Management
Relevant Industries
Information Technology
Cloud Services
Professional Services
Telecommunications
Managed Services
Software Development
Infrastructure Services
Business Process Outsourcing
Healthcare Technology
Financial Services
Relevant Teams
Legal
Information Technology
Operations
Procurement
Compliance
Service Delivery
Contract Management
Risk Management
Quality Assurance
Vendor Management
Relevant Roles
Chief Technology Officer
IT Manager
Service Delivery Manager
Operations Director
Procurement Manager
Contract Manager
Legal Counsel
Compliance Officer
Project Manager
Account Manager
Service Operations Manager
Quality Assurance Manager
Risk Manager
Vendor Manager
Business Relationship Manager
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