This Platform SLA template is designed for use in Switzerland, providing a comprehensive framework for platform service delivery arrangements. It is particularly suitable for businesses offering digital platform services, cloud solutions, or software-as-a-service products to Swiss customers or within the Swiss market. The document incorporates requirements from Swiss contract law, data protection regulations, and IT security standards, while establishing clear service levels, support commitments, and performance metrics. It includes provisions for service credits, reporting mechanisms, and escalation procedures, making it essential for both service providers and customers seeking to establish clear accountability and service standards. The agreement is structured to comply with Swiss legal requirements while maintaining flexibility for various platform service types and industry-specific needs.
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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, nature of the platform service, and general purpose of the SLA
3. Definitions: Detailed definitions of technical terms, service metrics, and key concepts used throughout the agreement
4. Service Description: Detailed description of the platform services covered by the SLA
5. Service Levels: Core service level commitments, including availability, performance metrics, and measurement methods
6. Support Services: Description of support levels, response times, and escalation procedures
7. Customer Obligations: Customer responsibilities and requirements for proper service usage
8. Monitoring and Reporting: Methods and frequency of service level monitoring and reporting
9. Service Credits: Calculation and application of service credits for service level failures
10. Data Protection and Security: Obligations regarding data protection under Swiss law and security measures
11. Term and Termination: Duration of the agreement and termination provisions
12. Force Majeure: Circumstances excusing performance under Swiss law
13. Liability and Limitations: Scope of liability and limitations under Swiss law
14. General Provisions: Standard legal provisions including notices, amendments, and governing law
1. Disaster Recovery: Detailed disaster recovery and business continuity provisions, required for critical services
2. Third-Party Services: Provisions regarding third-party service providers and subcontractors, needed if external services are part of the platform
3. Professional Services: Additional terms for professional services like implementation or customization, if offered
4. Change Management: Procedures for service modifications and upgrades, important for complex platform services
5. Compliance Requirements: Specific regulatory compliance obligations, necessary for regulated industries
6. Training and Support Materials: Terms regarding provision of training and documentation, relevant for complex platforms
7. Exit Assistance: Terms for transition assistance upon termination, important for business-critical services
1. Schedule 1 - Service Level Metrics: Detailed technical specifications of service levels and measurement methodologies
2. Schedule 2 - Support Services Details: Comprehensive support procedures, including contact details and escalation paths
3. Schedule 3 - Fee Schedule: Pricing, payment terms, and service credit calculations
4. Schedule 4 - Technical Requirements: Customer technical requirements and specifications for platform access
5. Schedule 5 - Security Standards: Detailed security protocols and requirements
6. Schedule 6 - Data Processing Agreement: Detailed data protection terms compliant with Swiss data protection law
7. Schedule 7 - Service Locations: Details of service delivery locations and applicable jurisdictional requirements
8. Appendix A - Incident Response Plan: Procedures for handling service incidents and major outages
9. Appendix B - Authorized Users: Template for designation of authorized platform users and access levels
Relevant legal definitions
Agreement
Authorized Users
Available/Availability
Business Day
Business Hours
Confidential Information
Critical Incident
Customer Data
Documentation
Downtime
Emergency Maintenance
Error
Force Majeure Event
Incident
Intellectual Property Rights
Maintenance Window
Major Release
Minor Release
Monthly Uptime Percentage
Normal Business Hours
Platform
Platform Services
Priority Levels
Problem
Response Time
Resolution Time
Scheduled Maintenance
Service Credits
Service Hours
Service Level Failure
Service Level Objectives
Service Levels
Service Period
Support Hours
Support Request
Support Services
System
Third-Party Services
Unscheduled Downtime
Updates
Upgrades
User Acceptance Testing
Virus
Vulnerability
Authorized Users
Available/Availability
Business Day
Business Hours
Confidential Information
Critical Incident
Customer Data
Documentation
Downtime
Emergency Maintenance
Error
Force Majeure Event
Incident
Intellectual Property Rights
Maintenance Window
Major Release
Minor Release
Monthly Uptime Percentage
Normal Business Hours
Platform
Platform Services
Priority Levels
Problem
Response Time
Resolution Time
Scheduled Maintenance
Service Credits
Service Hours
Service Level Failure
Service Level Objectives
Service Levels
Service Period
Support Hours
Support Request
Support Services
System
Third-Party Services
Unscheduled Downtime
Updates
Upgrades
User Acceptance Testing
Virus
Vulnerability
Clauses
Service Level Commitments
Performance Metrics
Service Credits
Support Services
Maintenance
Data Protection
Security Requirements
Confidentiality
Intellectual Property
Warranty
Service Availability
Response Times
Problem Resolution
Change Management
Force Majeure
Liability Limitation
Term and Termination
Payment Terms
Dispute Resolution
Governing Law
Assignment
Subcontracting
Audit Rights
Reporting
Business Continuity
Disaster Recovery
Exit Management
Documentation
Training
Notice Requirements
Insurance
Compliance
Third Party Rights
Entire Agreement
Amendments
Severability
Performance Metrics
Service Credits
Support Services
Maintenance
Data Protection
Security Requirements
Confidentiality
Intellectual Property
Warranty
Service Availability
Response Times
Problem Resolution
Change Management
Force Majeure
Liability Limitation
Term and Termination
Payment Terms
Dispute Resolution
Governing Law
Assignment
Subcontracting
Audit Rights
Reporting
Business Continuity
Disaster Recovery
Exit Management
Documentation
Training
Notice Requirements
Insurance
Compliance
Third Party Rights
Entire Agreement
Amendments
Severability
Relevant Industries
Information Technology
Financial Services
Healthcare
E-commerce
Manufacturing
Professional Services
Telecommunications
Education
Insurance
Logistics
Digital Services
Retail
Relevant Teams
Legal
Information Technology
Operations
Procurement
Compliance
Risk Management
Service Delivery
Information Security
Software Development
Technical Support
Contract Management
Vendor Management
Relevant Roles
Chief Technology Officer
IT Director
Legal Counsel
Procurement Manager
Service Delivery Manager
Operations Director
Chief Information Officer
Contract Manager
Platform Manager
Technical Account Manager
Compliance Officer
Risk Manager
Information Security Officer
Software Development Manager
Service Level Manager
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