This Generic SLA template is designed for use in Switzerland when establishing formal service delivery arrangements between service providers and their customers. It serves as a foundational document for defining and managing service relationships across various industries, incorporating key requirements under Swiss law including the Swiss Code of Obligations and federal data protection regulations. The document should be used when establishing new service relationships or formalizing existing ones, providing comprehensive coverage of service levels, performance metrics, reporting requirements, and remediation procedures. This Generic SLA template is particularly valuable for businesses operating in Switzerland that need to ensure their service agreements are compliant with local legal requirements while maintaining international service delivery standards.
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1. Parties: Identification and details of the service provider and service recipient
2. Background: Context of the agreement and general purpose of the services
3. Definitions: Detailed definitions of technical terms, service metrics, and key concepts used in the agreement
4. Services Overview: High-level description of services to be provided
5. Service Levels: Detailed specifications of service levels, including performance metrics, availability requirements, and response times
6. Service Measurement and Reporting: Methods and frequency of service level measurement and reporting
7. Support and Maintenance: Details of support services, maintenance windows, and related procedures
8. Performance Credits and Penalties: Consequences of failing to meet service levels, including calculation of credits or penalties
9. Customer Obligations: Requirements and responsibilities of the customer
10. Term and Termination: Duration of agreement, renewal terms, and termination provisions
11. Charges and Payment: Pricing, payment terms, and invoicing procedures
12. Data Protection and Security: Obligations regarding data protection under Swiss law and security requirements
13. Liability and Indemnification: Limitation of liability and indemnification provisions compliant with Swiss law
14. Force Majeure: Circumstances excusing performance under Swiss law
15. General Provisions: Standard legal provisions including governing law, jurisdiction, and notices
1. Disaster Recovery: Required for critical services or when business continuity is essential
2. Regulatory Compliance: Required for regulated industries or services subject to specific Swiss regulations
3. Insurance Requirements: Include when specific insurance coverage is required for service delivery
4. Intellectual Property Rights: Required when services involve creation or use of intellectual property
5. Change Management: Include for complex services requiring formal change procedures
6. Transition and Exit: Required for complex services requiring detailed handover procedures
7. Subcontractors: Include when service provider may use third-party contractors
8. Environmental Requirements: Include when services have environmental impact or sustainability requirements
1. Service Description Schedule: Detailed technical specifications of services
2. Service Level Metrics Schedule: Detailed definitions and calculations of service level metrics
3. Pricing Schedule: Detailed pricing information and calculation methods
4. Support Procedures: Detailed support processes and escalation procedures
5. Technical Requirements: Technical specifications and requirements for service delivery
6. Contact Details: Key contacts and escalation matrix
7. Data Processing Agreement: Required under Swiss data protection law when personal data is processed
8. Business Continuity Plan: Detailed procedures for maintaining service in emergency situations
Relevant legal definitions
Agreement
Authorized Representative
Business Day
Business Hours
Change Request
Confidential Information
Critical Failure
Customer
Customer Data
Disaster Recovery Plan
Documentation
Downtime
Effective Date
Emergency Maintenance
Escalation Process
Force Majeure Event
Incident
Initial Term
Key Performance Indicators (KPIs)
Maintenance Window
Major Incident
Minor Incident
Normal Business Hours
Notice Period
Outage
Performance Credits
Personal Data
Planned Maintenance
Priority Levels
Processing
Recovery Point Objective (RPO)
Recovery Time Objective (RTO)
Renewal Period
Response Time
Resolution Time
Service Credits
Service Hours
Service Level Agreement (SLA)
Service Level Failure
Service Level Measurement Period
Service Level Requirements
Service Provider
Services
Severity Levels
Support Hours
Support Services
System
Term
Third Party Provider
Uptime
Urgent Change
Working Day
Working Hours
Authorized Representative
Business Day
Business Hours
Change Request
Confidential Information
Critical Failure
Customer
Customer Data
Disaster Recovery Plan
Documentation
Downtime
Effective Date
Emergency Maintenance
Escalation Process
Force Majeure Event
Incident
Initial Term
Key Performance Indicators (KPIs)
Maintenance Window
Major Incident
Minor Incident
Normal Business Hours
Notice Period
Outage
Performance Credits
Personal Data
Planned Maintenance
Priority Levels
Processing
Recovery Point Objective (RPO)
Recovery Time Objective (RTO)
Renewal Period
Response Time
Resolution Time
Service Credits
Service Hours
Service Level Agreement (SLA)
Service Level Failure
Service Level Measurement Period
Service Level Requirements
Service Provider
Services
Severity Levels
Support Hours
Support Services
System
Term
Third Party Provider
Uptime
Urgent Change
Working Day
Working Hours
Clauses
Service Provision
Service Levels
Performance Measurement
Service Credits
Payment Terms
Confidentiality
Data Protection
Intellectual Property
Liability
Indemnification
Force Majeure
Term and Termination
Change Control
Dispute Resolution
Governing Law
Assignment
Subcontracting
Insurance
Audit Rights
Business Continuity
Disaster Recovery
Security Requirements
Reporting
Customer Obligations
Service Provider Obligations
Warranties
Support Services
Documentation
Notice
Severability
Entire Agreement
Amendment
Third Party Rights
Waiver
Personnel
Compliance with Laws
Anti-Corruption
Export Control
Service Levels
Performance Measurement
Service Credits
Payment Terms
Confidentiality
Data Protection
Intellectual Property
Liability
Indemnification
Force Majeure
Term and Termination
Change Control
Dispute Resolution
Governing Law
Assignment
Subcontracting
Insurance
Audit Rights
Business Continuity
Disaster Recovery
Security Requirements
Reporting
Customer Obligations
Service Provider Obligations
Warranties
Support Services
Documentation
Notice
Severability
Entire Agreement
Amendment
Third Party Rights
Waiver
Personnel
Compliance with Laws
Anti-Corruption
Export Control
Relevant Industries
Information Technology
Telecommunications
Professional Services
Cloud Services
Managed Services
Financial Services
Healthcare
Manufacturing
Logistics
Consulting
Software Development
Infrastructure Services
Relevant Teams
Legal
Information Technology
Operations
Procurement
Compliance
Risk Management
Service Delivery
Commercial
Account Management
Technical Support
Customer Success
Contract Administration
Relevant Roles
Chief Information Officer
IT Director
Service Delivery Manager
Operations Manager
Contract Manager
Legal Counsel
Procurement Manager
Account Executive
Technical Operations Director
Compliance Officer
Risk Manager
Project Manager
Business Development Manager
Commercial Director
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