This Minimum Service Level Agreement template is designed for use in service delivery relationships governed by Swiss law. It is particularly relevant when organizations need to establish clear, measurable standards for service delivery and performance accountability. The document typically comes into play when engaging external service providers or establishing internal service delivery frameworks, requiring detailed specification of service levels, measurement criteria, and consequences for non-performance. The agreement addresses key aspects required under Swiss law, including clear definition of obligations, performance metrics, and remedies, while ensuring compliance with Swiss contract law principles and data protection requirements. This template is especially useful for technology services, outsourcing arrangements, and managed services relationships where service quality and reliability are crucial to business operations.
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1. Parties: Identification and details of the service provider and service recipient, including registered addresses and company details
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 terms used throughout the agreement
4. Services Overview: High-level description of the services covered by the SLA
5. Service Level Commitments: Detailed specification of the minimum service levels, including availability, performance metrics, and response times
6. Service Measurement and Reporting: Methods and procedures for measuring service levels and reporting frequency
7. Problem Management: Procedures for identifying, reporting, and resolving service issues
8. Service Credits and Penalties: Compensation mechanism for service level failures and calculation methods
9. Force Majeure: Circumstances under which service level obligations may be suspended
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 dispute resolution
1. Data Protection and Privacy: Required when services involve processing of personal data or confidential information
2. Business Continuity: Include when service availability is critical and disaster recovery procedures need to be specified
3. Security Requirements: Necessary for services involving IT systems or sensitive data
4. Subcontractors: Include when the service provider may use third-party service providers
5. Insurance Requirements: Add for high-risk or high-value services
6. Change Management: Include when service specifications or requirements may need future modification
7. Audit Rights: Important for regulated industries or when compliance verification is necessary
1. Schedule 1 - Service Specifications: Detailed technical specifications of the services
2. Schedule 2 - Service Level Metrics: Detailed metrics, formulas, and measurement methods for each service level
3. Schedule 3 - Fee Schedule: Pricing, payment terms, and service credit calculations
4. Schedule 4 - Escalation Procedures: Contact details and procedures for problem escalation
5. Schedule 5 - Report Templates: Standard formats for service level reporting
6. Appendix A - Technical Requirements: Technical specifications and requirements for service delivery
7. Appendix B - Service Hours and Support Levels: Operating hours, support availability, and response time commitments
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