This Guaranteed SLA template is designed for use in Switzerland when establishing legally binding service commitments between service providers and their customers. It is particularly relevant for critical business services where specific performance levels must be guaranteed and measured. The document incorporates Swiss legal requirements, particularly from the Code of Obligations, while providing comprehensive coverage of service metrics, measurement methodologies, and remedy mechanisms. The Guaranteed SLA structure ensures clear accountability for service delivery, with defined consequences for non-performance. This template is commonly used in technology, telecommunications, and professional services sectors where service reliability and performance are crucial to business operations.
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1. Parties: Identification of the service provider and service recipient, including full legal names and addresses
2. Background: Context of the agreement and brief description of the services to be provided
3. Definitions: Detailed definitions of technical terms, service metrics, and other key concepts used in the agreement
4. Service Description: Detailed description of the services covered by the SLA
5. Service Levels: Specific, measurable performance targets and metrics that the service provider guarantees to meet
6. Service Level Measurement: Methods and procedures for measuring and reporting service level performance
7. Service Credits and Penalties: Compensation mechanism when service levels are not met, including calculation methods
8. Problem Management: Procedures for identifying, reporting, and resolving service issues
9. Force Majeure: Circumstances under which the service provider is excused from meeting SLAs
10. Term and Termination: Duration of the agreement and conditions for termination
11. Governing Law and Jurisdiction: Confirmation of Swiss law application and jurisdiction for disputes
1. Data Protection and Privacy: Required when services involve processing personal data or confidential information
2. Disaster Recovery: Include when service continuity is critical or when handling sensitive operations
3. Security Requirements: Necessary for services involving IT systems or sensitive data
4. Change Management: Include for complex services requiring formal processes for changes
5. Subcontractors: Required when service provider may use third-party providers
6. Insurance Requirements: Include for high-risk or high-value services
7. Customer Obligations: Include when service delivery depends on customer actions or resources
1. Schedule 1 - Service Description: Detailed technical specifications of services and delivery methods
2. Schedule 2 - Service Level Metrics: Detailed metrics, formulas, and measurement methodologies
3. Schedule 3 - Service Credit Calculations: Detailed calculations and examples of service credit mechanisms
4. Schedule 4 - Escalation Procedures: Contact details and procedures for different types of issues
5. Schedule 5 - Reporting Requirements: Templates and specifications for regular service level reports
6. Schedule 6 - Technical Requirements: Technical specifications and requirements for service delivery
7. Schedule 7 - Pricing and Fees: Detailed pricing structure and payment terms
Relevant legal definitions
Agreement
Service
Service Hours
Service Level
Service Level Failure
Service Credits
Performance Metrics
Measurement Period
Reporting Period
Response Time
Resolution Time
Uptime
Downtime
Scheduled Maintenance
Emergency Maintenance
Business Day
Business Hours
Critical Incident
Major Incident
Minor Incident
Root Cause Analysis
Service Availability
Service Reliability
Performance Report
Measurement Tools
Monitoring System
Service Window
Maintenance Window
Escalation Process
Support Levels
Service Request
Incident
Problem
Change Request
Force Majeure Event
Service Component
Service Interface
Acceptance Criteria
Service Performance
Baseline Performance
Quality Standards
Service Provider Systems
Customer Systems
Integration Point
Service Documentation
Technical Specifications
Authorized Representatives
Service Recovery Plan
Performance Threshold
Service
Service Hours
Service Level
Service Level Failure
Service Credits
Performance Metrics
Measurement Period
Reporting Period
Response Time
Resolution Time
Uptime
Downtime
Scheduled Maintenance
Emergency Maintenance
Business Day
Business Hours
Critical Incident
Major Incident
Minor Incident
Root Cause Analysis
Service Availability
Service Reliability
Performance Report
Measurement Tools
Monitoring System
Service Window
Maintenance Window
Escalation Process
Support Levels
Service Request
Incident
Problem
Change Request
Force Majeure Event
Service Component
Service Interface
Acceptance Criteria
Service Performance
Baseline Performance
Quality Standards
Service Provider Systems
Customer Systems
Integration Point
Service Documentation
Technical Specifications
Authorized Representatives
Service Recovery Plan
Performance Threshold
Clauses
Definitions
Service Description
Service Levels
Performance Measurement
Service Credits
Service Level Monitoring
Reporting
Problem Resolution
Change Management
Force Majeure
Liability
Confidentiality
Data Protection
Intellectual Property
Term and Termination
Dispute Resolution
Governing Law
Assignment
Subcontracting
Insurance
Warranties
Indemnification
Notices
Entire Agreement
Severability
Amendment
Security
Business Continuity
Disaster Recovery
Compliance
Audit Rights
Personnel
Customer Obligations
Fees and Payment
Service Review
Escalation Procedures
Service Description
Service Levels
Performance Measurement
Service Credits
Service Level Monitoring
Reporting
Problem Resolution
Change Management
Force Majeure
Liability
Confidentiality
Data Protection
Intellectual Property
Term and Termination
Dispute Resolution
Governing Law
Assignment
Subcontracting
Insurance
Warranties
Indemnification
Notices
Entire Agreement
Severability
Amendment
Security
Business Continuity
Disaster Recovery
Compliance
Audit Rights
Personnel
Customer Obligations
Fees and Payment
Service Review
Escalation Procedures
Relevant Industries
Information Technology
Telecommunications
Cloud Services
Professional Services
Data Center Operations
Financial Services
Healthcare
Manufacturing
Logistics
Utilities
Relevant Teams
Legal
Information Technology
Operations
Service Delivery
Procurement
Compliance
Risk Management
Quality Assurance
Project Management
Contract Management
Technical Support
Customer Success
Relevant Roles
Chief Technology Officer
IT Director
Service Delivery Manager
Operations Manager
Contract Manager
Legal Counsel
Procurement Manager
Technical Account Manager
Service Level Manager
Quality Assurance Manager
Compliance Officer
Risk Manager
Project Manager
Infrastructure Manager
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