The Guaranteed Uptime SLA is essential for businesses requiring high availability of technical services or infrastructure. This document type is commonly used in Switzerland when establishing binding commitments for service availability between service providers and their clients. It defines specific uptime percentages, measurement methods, and remedies for non-performance, incorporating requirements from Swiss contract law and telecommunications regulations. The agreement is particularly relevant in today's digital economy where system availability is critical for business operations. It provides legal protection for both service providers and customers while establishing clear technical and operational standards for service delivery. The document typically includes detailed schedules for technical specifications, monitoring procedures, and service credit calculations, aligned with Swiss business practices and regulatory framework.
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1. Parties: Identification of the service provider and customer, including full legal names and addresses
2. Background: Context of the agreement and brief description of the services being provided
3. Definitions: Key terms used throughout the agreement, including technical terms related to uptime measurement
4. Service Description: Detailed description of the services covered by the uptime guarantee
5. Service Levels: Specific uptime commitments, including percentage guarantees and measurement periods
6. Measurement and Monitoring: Methods and tools used to measure and monitor service availability
7. Exclusions: Circumstances not counted as downtime (planned maintenance, force majeure, etc.)
8. Service Credits: Compensation mechanism for failure to meet guaranteed uptime levels
9. Reporting: Requirements for regular reporting of service level performance
10. Support and Response Times: Support services and response time commitments for various incident priorities
11. Term and Termination: Duration of the agreement and termination provisions
12. General Provisions: Standard legal clauses including governing law, jurisdiction, and entire agreement
1. Data Protection: Required if the services involve processing personal data under Swiss FADP
2. Disaster Recovery: Detailed disaster recovery procedures, recommended for critical services
3. Security Requirements: Specific security measures and compliance requirements, important for sensitive systems
4. Change Management: Procedures for implementing changes that might affect service availability
5. Insurance: Insurance requirements, recommended for high-value or critical services
6. Benchmarking: Provisions for comparing service levels against market standards, useful for long-term contracts
1. Schedule 1 - Service Level Specifications: Detailed technical specifications of the services and uptime requirements
2. Schedule 2 - Service Credit Calculations: Detailed formulas and examples for calculating service credits
3. Schedule 3 - Technical Support Procedures: Detailed procedures for requesting and receiving technical support
4. Schedule 4 - Monitoring and Reporting Templates: Standard formats for performance reports and monitoring data
5. Schedule 5 - Escalation Matrix: Contact details and escalation procedures for various types of incidents
6. Appendix A - Acceptable Maintenance Windows: Agreed times for planned maintenance activities
7. Appendix B - Technical Infrastructure Overview: Description of the technical infrastructure covered by the SLA
Relevant legal definitions
Agreement
Authorized Users
Available/Availability
Business Day
Change Request
Confidential Information
Critical Incident
Customer Data
Downtime
Emergency Maintenance
Excused Downtime
Force Majeure
Help Desk
Incident
Maintenance Window
Monitoring Period
Monthly Uptime Percentage
Permitted Maintenance
Platform
Priority Levels
Response Time
Resolution Time
Scheduled Downtime
Service
Service Credits
Service Hours
Service Level Failure
Service Level Measurement Period
Service Level Requirements
Service Provider Systems
Support Hours
Support Services
System
Third-Party Services
Unscheduled Downtime
Uptime
Urgent Maintenance
User
Working Hours
Root Cause Analysis
Service Level Objectives
Service Recovery Time
Technical Support
Authorized Users
Available/Availability
Business Day
Change Request
Confidential Information
Critical Incident
Customer Data
Downtime
Emergency Maintenance
Excused Downtime
Force Majeure
Help Desk
Incident
Maintenance Window
Monitoring Period
Monthly Uptime Percentage
Permitted Maintenance
Platform
Priority Levels
Response Time
Resolution Time
Scheduled Downtime
Service
Service Credits
Service Hours
Service Level Failure
Service Level Measurement Period
Service Level Requirements
Service Provider Systems
Support Hours
Support Services
System
Third-Party Services
Unscheduled Downtime
Uptime
Urgent Maintenance
User
Working Hours
Root Cause Analysis
Service Level Objectives
Service Recovery Time
Technical Support
Clauses
Service Levels
Performance Monitoring
Service Credits
Force Majeure
Liability
Confidentiality
Data Protection
Intellectual Property
Payment
Term and Termination
Service Support
Maintenance
Disaster Recovery
Audit Rights
Reporting
Security
Dispute Resolution
Governing Law
Assignment
Subcontracting
Insurance
Warranties
Notice
Amendment
Entire Agreement
Severability
Indemnification
Service Availability
Change Management
Technical Support
Escalation Procedures
Business Continuity
Performance Monitoring
Service Credits
Force Majeure
Liability
Confidentiality
Data Protection
Intellectual Property
Payment
Term and Termination
Service Support
Maintenance
Disaster Recovery
Audit Rights
Reporting
Security
Dispute Resolution
Governing Law
Assignment
Subcontracting
Insurance
Warranties
Notice
Amendment
Entire Agreement
Severability
Indemnification
Service Availability
Change Management
Technical Support
Escalation Procedures
Business Continuity
Relevant Industries
Information Technology
Telecommunications
Cloud Services
Financial Services
Healthcare
E-commerce
Manufacturing
Data Center Services
Enterprise Software
Digital Infrastructure
Media and Entertainment
Professional Services
Relevant Teams
Legal
Information Technology
Operations
Service Delivery
Infrastructure
Procurement
Risk and Compliance
Technical Support
Account Management
Solutions Architecture
Service Management
Network Operations Center
Relevant Roles
Chief Technology Officer
IT Director
Service Delivery Manager
Operations Manager
Legal Counsel
Procurement Manager
Infrastructure Manager
Cloud Services Manager
Technical Account Manager
Contract Manager
Risk Manager
Compliance Officer
Systems Administrator
Network Engineer
Service Level Manager
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