Ecommerce SLA Template for Switzerland

1. Disaster Recovery: Detailed procedures for system recovery in case of major incidents - include if business continuity is critical

2. Change Management: Procedures for implementing service or system changes - include for complex systems

3. Third-Party Services: Terms relating to third-party integrations - include if external services are part of the solution

4. Customer Obligations: Specific client responsibilities - include if client has significant operational responsibilities

5. Training and Support: Details of training services - include if system requires specific user training

6. Implementation Phase: Terms specific to initial setup - include for new service implementations

7. Multi-jurisdiction Compliance: Additional compliance requirements - include if service spans multiple jurisdictions

1. Schedule 1 - Service Level Metrics: Detailed technical specifications of performance metrics and measurement methods

2. Schedule 2 - Fee Schedule: Detailed pricing, payment terms, and service credit calculations

3. Schedule 3 - Support Procedures: Detailed support processes, escalation procedures, and contact information

4. Schedule 4 - Security Standards: Specific security requirements, protocols, and compliance standards

5. Schedule 5 - Technical Requirements: System requirements, technical specifications, and integration details

6. Appendix A - Incident Response Plan: Detailed procedures for handling various types of service incidents

7. Appendix B - Report Templates: Standard formats for performance reports and service level monitoring