This Cloud SLA template is designed for use in Switzerland, providing a comprehensive framework for cloud service delivery agreements between providers and customers. It is particularly crucial when establishing measurable service standards, performance metrics, and remedies for cloud-based services while ensuring compliance with Swiss regulatory requirements. The document addresses key aspects such as service availability, response times, data protection under FADP, and security measures, making it essential for any cloud service deployment in or from Switzerland. This Cloud SLA includes specific provisions for service credits, monitoring, reporting, and dispute resolution under Swiss jurisdiction, and is structured to accommodate both standard cloud services and customized enterprise solutions.
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1. Parties: Identification of the cloud service provider and the customer, including full legal names and addresses
2. Background: Context of the agreement, brief description of the services, and the purpose of the SLA
3. Definitions: Detailed definitions of technical terms, service metrics, and other key terminology used in the agreement
4. Service Description: Detailed description of the cloud services covered by the SLA
5. Service Levels: Specific, measurable performance metrics including availability, response time, and reliability targets
6. Service Credits and Remedies: Compensation mechanism for service level failures and calculation methods for service credits
7. Service Monitoring and Reporting: Methods for measuring service levels and reporting procedures
8. Data Protection and Security: Compliance with Swiss FADP and security measures for data protection
9. Support Services: Description of support levels, response times, and escalation procedures
10. Force Majeure: Circumstances under which service levels may not be met due to events beyond reasonable control
11. Term and Termination: Duration of the SLA and conditions for termination
12. Governing Law and Jurisdiction: Specification of Swiss law as governing law and jurisdiction for disputes
1. Disaster Recovery: Detailed disaster recovery procedures and commitments, required for critical services or when handling sensitive data
2. Data Processing Agreement: Required when processing personal data under Swiss FADP and/or GDPR
3. Industry-Specific Compliance: Additional compliance requirements for specific industries (e.g., financial services, healthcare)
4. Multi-language Provisions: Required when the agreement needs to be in multiple languages, specifying which version prevails
5. Third-Party Service Providers: Terms governing the use of subcontractors or third-party service providers
6. Insurance Requirements: Specific insurance coverage requirements for high-value or high-risk services
7. Professional Services: Additional terms for related professional services like implementation or training
1. Schedule A - Service Level Metrics: Detailed technical specifications of service level measurements and calculations
2. Schedule B - Service Credit Calculation: Detailed formulas and examples for calculating service credits
3. Schedule C - Technical Support Details: Comprehensive description of support processes, contact details, and escalation procedures
4. Schedule D - Security Requirements: Detailed security specifications, certifications, and compliance requirements
5. Schedule E - Pricing and Credits: Detailed pricing information and service credit amounts
6. Appendix 1 - Service Architecture: Technical documentation of the service architecture and components
7. Appendix 2 - Incident Response Plan: Detailed procedures for handling service incidents and outages
Relevant legal definitions
Agreed Service Time
Authorized Users
Available/Availability
Business Day
Business Hours
Cloud Services
Confidential Information
Critical Incident
Data Center
Data Controller
Data Processor
Data Protection Laws
Data Subject
Disaster Recovery
Documentation
Downtime
Emergency Maintenance
Force Majeure Event
Incident
Infrastructure
Intellectual Property Rights
Maintenance Window
Mean Time to Respond
Mean Time to Resolve
Measurement Period
Monitoring Tools
Personal Data
Planned Maintenance
Platform
Priority Levels
Processing/Process
Recovery Point Objective
Recovery Time Objective
Response Time
Scheduled Downtime
Security Breach
Service Credits
Service Hours
Service Level Failure
Service Level Objectives
Service Levels
Service Provider
Support Hours
Support Services
System
Third-Party Services
Unplanned Downtime
Uptime
User
Authorized Users
Available/Availability
Business Day
Business Hours
Cloud Services
Confidential Information
Critical Incident
Data Center
Data Controller
Data Processor
Data Protection Laws
Data Subject
Disaster Recovery
Documentation
Downtime
Emergency Maintenance
Force Majeure Event
Incident
Infrastructure
Intellectual Property Rights
Maintenance Window
Mean Time to Respond
Mean Time to Resolve
Measurement Period
Monitoring Tools
Personal Data
Planned Maintenance
Platform
Priority Levels
Processing/Process
Recovery Point Objective
Recovery Time Objective
Response Time
Scheduled Downtime
Security Breach
Service Credits
Service Hours
Service Level Failure
Service Level Objectives
Service Levels
Service Provider
Support Hours
Support Services
System
Third-Party Services
Unplanned Downtime
Uptime
User
Clauses
Definitions
Service Levels
Performance Metrics
Service Credits
Service Availability
Data Protection
Security Requirements
Confidentiality
Monitoring and Reporting
Support Services
Maintenance
Disaster Recovery
Force Majeure
Liability
Indemnification
Insurance
Intellectual Property
Term and Termination
Business Continuity
Compliance
Audit Rights
Subcontracting
Assignment
Dispute Resolution
Governing Law
Notice Requirements
Service Changes
Emergency Measures
Data Processing
Access Rights
Backup and Recovery
Exit Management
Price Adjustment
Service Level Reporting
Remedies
Service Levels
Performance Metrics
Service Credits
Service Availability
Data Protection
Security Requirements
Confidentiality
Monitoring and Reporting
Support Services
Maintenance
Disaster Recovery
Force Majeure
Liability
Indemnification
Insurance
Intellectual Property
Term and Termination
Business Continuity
Compliance
Audit Rights
Subcontracting
Assignment
Dispute Resolution
Governing Law
Notice Requirements
Service Changes
Emergency Measures
Data Processing
Access Rights
Backup and Recovery
Exit Management
Price Adjustment
Service Level Reporting
Remedies
Relevant Industries
Information Technology
Financial Services
Healthcare
Manufacturing
Retail
Professional Services
Telecommunications
Education
Government
Insurance
E-commerce
Media and Entertainment
Relevant Teams
Legal
Information Technology
Information Security
Procurement
Compliance
Risk Management
Operations
Service Delivery
Technical Operations
Enterprise Architecture
Vendor Management
Data Protection
Relevant Roles
Chief Information Officer
Chief Technology Officer
IT Director
Cloud Services Manager
Legal Counsel
Compliance Officer
Information Security Manager
Procurement Manager
Contract Manager
Service Delivery Manager
Technical Operations Manager
Risk Manager
Data Protection Officer
Enterprise Architect
Solutions Architect
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