This Internet SLA template is designed for use in Switzerland when establishing formal service level commitments for internet service provision. It is particularly relevant for business relationships where reliable internet connectivity is crucial for operations. The document incorporates Swiss legal requirements, including compliance with the Federal Data Protection Act, Telecommunications Act, and Code of Obligations. The Internet SLA covers essential aspects such as service availability, performance metrics, support levels, and compensation mechanisms for service failures. It is structured to provide clear, measurable service standards while maintaining flexibility for specific technical requirements and business needs. This template is suitable for both standard business internet services and more complex dedicated connectivity solutions, with adaptable terms to accommodate various service levels and customer requirements.
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1. Parties: Identification of service provider and customer with full legal details
2. Background: Context of the agreement and general purpose of the services
3. Definitions: Detailed definitions of technical terms, service metrics, and other key terminology
4. Service Description: Detailed description of the internet services being provided
5. Service Levels: Specific performance metrics, including availability, bandwidth, latency, and packet loss guarantees
6. Service Monitoring: Methods and tools for measuring and reporting service performance
7. Support Services: Description of technical support, including response times and escalation procedures
8. Customer Obligations: Customer responsibilities and acceptable use policies
9. Data Protection and Security: Data handling procedures, security measures, and compliance with Swiss data protection laws
10. Fees and Payment: Pricing, payment terms, and billing procedures
11. Service Credits: Compensation mechanism for service level failures
12. Term and Termination: Duration of agreement, renewal terms, and termination provisions
13. Limitation of Liability: Liability caps and exclusions in compliance with Swiss law
14. Force Majeure: Circumstances excusing performance under Swiss law
15. General Provisions: Standard legal provisions including governing law, jurisdiction, and notice requirements
1. Disaster Recovery: Detailed disaster recovery procedures - include for critical services or when required by customer
2. Change Management: Procedures for implementing service changes - include for complex service arrangements
3. Third-Party Services: Terms relating to third-party service providers - include when external services are part of the solution
4. Insurance Requirements: Specific insurance coverage requirements - include for high-value or high-risk services
5. Export Control: Export control compliance - include when services cross international borders
6. Environmental Standards: Green IT and environmental commitments - include when relevant to customer requirements
1. Schedule 1 - Technical Specifications: Detailed technical parameters of the service including network specifications
2. Schedule 2 - Service Level Metrics: Detailed breakdown of SLA metrics and measurement methodologies
3. Schedule 3 - Support Procedures: Detailed support processes, contact information, and escalation procedures
4. Schedule 4 - Fee Schedule: Detailed pricing, including any variable components and calculation methods
5. Schedule 5 - Service Credit Calculations: Detailed formulas and procedures for calculating service credits
6. Appendix A - Acceptable Use Policy: Detailed policies regarding acceptable use of the service
7. Appendix B - Security Requirements: Detailed security protocols and requirements
8. Appendix C - Data Processing Agreement: Specific terms for personal data processing in compliance with Swiss law
Relevant legal definitions
Acceptable Use Policy
Available Time
Bandwidth
Business Day
Business Hours
Change Request
Confidential Information
Critical Incident
Data Center
Downtime
Emergency Maintenance
Force Majeure
Help Desk
Incident
Infrastructure
Internet Access Services
Jitter
Latency
Maintenance Window
Mean Time to Repair (MTTR)
Network
Network Availability
Packet Loss
Planned Maintenance
Response Time
Resolution Time
Service Credits
Service Hours
Service Level Agreement (SLA)
Service Level Failure
Service Provider Equipment
Support Services
System
Third Party Provider
Throughput
Unplanned Downtime
Uptime
Usage Data
User
Working Hours
Available Time
Bandwidth
Business Day
Business Hours
Change Request
Confidential Information
Critical Incident
Data Center
Downtime
Emergency Maintenance
Force Majeure
Help Desk
Incident
Infrastructure
Internet Access Services
Jitter
Latency
Maintenance Window
Mean Time to Repair (MTTR)
Network
Network Availability
Packet Loss
Planned Maintenance
Response Time
Resolution Time
Service Credits
Service Hours
Service Level Agreement (SLA)
Service Level Failure
Service Provider Equipment
Support Services
System
Third Party Provider
Throughput
Unplanned Downtime
Uptime
Usage Data
User
Working Hours
Clauses
Definitions
Service Levels
Performance Metrics
Service Credits
Service Monitoring
Technical Support
Data Protection
Confidentiality
Payment Terms
Term and Termination
Force Majeure
Intellectual Property
Liability
Indemnification
Insurance
Security Requirements
Disaster Recovery
Change Management
Dispute Resolution
Assignment
Subcontracting
Notices
Governing Law
Jurisdiction
Entire Agreement
Severability
Amendment
Warranty
Service Availability
Maintenance
Acceptable Use
Customer Obligations
Audit Rights
Business Continuity
Service Levels
Performance Metrics
Service Credits
Service Monitoring
Technical Support
Data Protection
Confidentiality
Payment Terms
Term and Termination
Force Majeure
Intellectual Property
Liability
Indemnification
Insurance
Security Requirements
Disaster Recovery
Change Management
Dispute Resolution
Assignment
Subcontracting
Notices
Governing Law
Jurisdiction
Entire Agreement
Severability
Amendment
Warranty
Service Availability
Maintenance
Acceptable Use
Customer Obligations
Audit Rights
Business Continuity
Relevant Industries
Information Technology
Telecommunications
Financial Services
Healthcare
E-commerce
Manufacturing
Education
Professional Services
Media and Entertainment
Government and Public Sector
Retail
Logistics and Transportation
Relevant Teams
Legal
Information Technology
Procurement
Operations
Network Operations Center
Service Delivery
Compliance
Risk Management
Information Security
Vendor Management
Technical Support
Customer Service
Relevant Roles
Chief Technology Officer
IT Director
Network Manager
Procurement Manager
Legal Counsel
Compliance Officer
Service Delivery Manager
Operations Director
Infrastructure Manager
Contract Manager
Technical Account Manager
Risk Manager
Information Security Officer
Business Continuity Manager
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