The Infrastructure SLA is a critical document used to establish and maintain clear service standards and expectations between infrastructure service providers and their clients in Switzerland. It is particularly relevant when organizations rely on external providers for critical infrastructure services such as data center operations, network services, cloud computing, or managed IT services. The document addresses key aspects including service availability, performance metrics, support levels, security requirements, and compliance with Swiss regulations. This agreement type is essential for ensuring service quality, defining responsibilities, and establishing remedies for service failures while maintaining compliance with Swiss legal requirements, particularly the Swiss Code of Obligations and data protection laws. The Infrastructure SLA serves as both a technical and legal framework, providing clear metrics for service delivery while protecting both parties' interests under Swiss jurisdiction.
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1. Parties: Identification and details of the service provider and customer
2. Background: Context of the agreement and brief description of the services to be provided
3. Definitions: Definitions of technical terms, service metrics, and other key terminology used in the agreement
4. Service Description: Detailed description of the infrastructure services to be provided
5. Service Levels: Specific performance metrics, availability requirements, and measurement methodologies
6. Service Credits and Penalties: Compensation mechanism for service level failures and calculation methods
7. Monitoring and Reporting: Procedures for monitoring service performance and regular reporting requirements
8. Support and Maintenance: Details of support services, maintenance windows, and response times
9. Security Requirements: Security standards, data protection measures, and compliance requirements
10. Business Continuity and Disaster Recovery: Procedures for ensuring service continuity and recovery from incidents
11. Term and Termination: Duration of the agreement and termination provisions
12. Charges and Payment: Pricing, payment terms, and invoicing procedures
13. Liability and Indemnification: Limitation of liability and indemnification provisions under Swiss law
14. General Provisions: Standard legal provisions including governing law, dispute resolution, and notices
1. Change Management: Procedures for requesting and implementing changes to services or service levels - include when significant service modifications are anticipated
2. Transition Services: Provisions for service transition at the start or end of the agreement - include for complex infrastructure services
3. Third-Party Services: Management of third-party service providers and subcontractors - include when third-party dependencies exist
4. Compliance and Certification: Specific regulatory compliance requirements and certifications - include for regulated industries
5. Environmental Requirements: Environmental standards and energy efficiency requirements - include for data center or physical infrastructure services
6. Innovation and Technology Refresh: Provisions for technology updates and service improvements - include for long-term agreements
1. Service Description Schedule: Detailed technical specifications of the infrastructure services
2. Service Level Metrics: Detailed definitions and calculations of all service level metrics
3. Pricing Schedule: Detailed pricing information, including service credits calculation methodology
4. Technical Requirements: Specific technical requirements and standards for service delivery
5. Security Policies: Detailed security policies and procedures
6. Operational Procedures: Standard operating procedures and escalation processes
7. Contact Details: Key contacts and escalation matrices for both parties
8. Data Processing Agreement: Specific terms for data processing under Swiss data protection law
Relevant legal definitions
Availability
Business Day
Business Hours
Change Request
Confidential Information
Critical Incident
Data Center
Disaster Recovery
Documentation
Downtime
Emergency Maintenance
Force Majeure
Help Desk
Incident
Infrastructure
Infrastructure Components
Key Performance Indicators (KPIs)
Maintenance Window
Major Incident
Mean Time Between Failures (MTBF)
Mean Time to Repair (MTTR)
Monitoring System
Network
Outage
Performance Metrics
Planned Maintenance
Priority Levels
Problem
Recovery Point Objective (RPO)
Recovery Time Objective (RTO)
Response Time
Resolution Time
Service Credits
Service Hours
Service Level Agreement (SLA)
Service Level Objectives (SLO)
Service Level Requirements
Service Provider
Service Recipient
Service Request
Support Services
System
Third-Party Provider
Unplanned Downtime
Uptime
Urgent Change
Working Hours
Business Day
Business Hours
Change Request
Confidential Information
Critical Incident
Data Center
Disaster Recovery
Documentation
Downtime
Emergency Maintenance
Force Majeure
Help Desk
Incident
Infrastructure
Infrastructure Components
Key Performance Indicators (KPIs)
Maintenance Window
Major Incident
Mean Time Between Failures (MTBF)
Mean Time to Repair (MTTR)
Monitoring System
Network
Outage
Performance Metrics
Planned Maintenance
Priority Levels
Problem
Recovery Point Objective (RPO)
Recovery Time Objective (RTO)
Response Time
Resolution Time
Service Credits
Service Hours
Service Level Agreement (SLA)
Service Level Objectives (SLO)
Service Level Requirements
Service Provider
Service Recipient
Service Request
Support Services
System
Third-Party Provider
Unplanned Downtime
Uptime
Urgent Change
Working Hours
Clauses
Service Levels
Performance Standards
Service Credits
Service Monitoring
Reporting Requirements
Support Services
Maintenance
Data Protection
Information Security
Confidentiality
Intellectual Property
Liability
Force Majeure
Term and Termination
Payment Terms
Dispute Resolution
Governing Law
Assignment
Subcontracting
Insurance
Warranties
Compliance
Audit Rights
Change Management
Business Continuity
Disaster Recovery
Documentation
Personnel
Notice Requirements
Entire Agreement
Amendments
Severability
Third Party Rights
Competition Law
Data Processing
Performance Standards
Service Credits
Service Monitoring
Reporting Requirements
Support Services
Maintenance
Data Protection
Information Security
Confidentiality
Intellectual Property
Liability
Force Majeure
Term and Termination
Payment Terms
Dispute Resolution
Governing Law
Assignment
Subcontracting
Insurance
Warranties
Compliance
Audit Rights
Change Management
Business Continuity
Disaster Recovery
Documentation
Personnel
Notice Requirements
Entire Agreement
Amendments
Severability
Third Party Rights
Competition Law
Data Processing
Relevant Industries
Information Technology
Banking and Financial Services
Healthcare
Insurance
Telecommunications
Manufacturing
Retail
Government and Public Sector
Education
Logistics and Supply Chain
Professional Services
Energy and Utilities
Relevant Teams
Information Technology
Legal
Procurement
Operations
Service Delivery
Information Security
Risk Management
Vendor Management
Compliance
Technical Operations
Infrastructure Operations
Contract Management
Relevant Roles
Chief Information Officer
IT Director
Infrastructure Manager
Service Delivery Manager
Technical Operations Manager
Procurement Manager
Legal Counsel
Compliance Officer
Technology Contract Manager
IT Service Manager
Chief Technology Officer
Information Security Manager
Operations Director
Vendor Management Lead
Risk Manager
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