This SaaS Uptime SLA is designed for use in Switzerland to establish clear, measurable commitments regarding service availability between SaaS providers and their customers. The document becomes necessary when implementing or subscribing to cloud-based software services where consistent availability is crucial for business operations. It should be used in conjunction with the main service agreement and includes specific provisions compliant with Swiss law regarding service levels, monitoring, reporting, and compensation mechanisms. The agreement typically follows implementation of a SaaS solution or can be part of the initial service contract, providing technical and legal certainty for both parties regarding service performance expectations and remedies.
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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 reference to the main service agreement this SLA relates to
3. Definitions: Key terms used throughout the agreement, including technical metrics and service-related terminology
4. Service Availability Commitment: Detailed specification of the promised uptime percentage and calculation method
5. Service Level Measurement: Methods and tools used to measure and monitor service availability
6. Exclusions and Force Majeure: Circumstances not counted as downtime, including planned maintenance and events beyond reasonable control
7. Service Credits: Compensation structure for failure to meet SLA commitments
8. Claim Process: Procedure for customers to claim service credits and required documentation
9. Reporting: Regular availability reports and access to monitoring data
10. Term and Termination: Duration of the SLA and conditions for termination
11. Governing Law and Jurisdiction: Confirmation of Swiss law application and jurisdiction for disputes
1. Enhanced Support Services: Additional support levels and response times, used when premium support options are offered
2. Data Recovery Commitment: Specific commitments for data backup and recovery, included when handling sensitive or critical data
3. Security Standards: Detailed security commitments and compliance requirements, necessary for regulated industries or sensitive data handling
4. Performance Metrics: Additional performance KPIs beyond basic uptime, used for complex technical services
5. Disaster Recovery: Specific disaster recovery procedures and commitments, included for business-critical services
6. Change Management: Procedures for implementing service changes, needed for complex enterprise services
7. Multi-tenant Services: Specific provisions for shared infrastructure services, used in multi-tenant environments
1. Schedule 1 - Service Level Metrics: Detailed technical specifications of uptime calculation and measurement methods
2. Schedule 2 - Service Credit Calculation: Detailed breakdown of service credit calculations and examples
3. Schedule 3 - Support Services: Detailed description of support levels, response times, and escalation procedures
4. Schedule 4 - Technical Infrastructure: Overview of the technical infrastructure and monitoring systems
5. Appendix A - Incident Response Plan: Detailed procedures for handling service interruptions and major incidents
6. Appendix B - Contact Details: List of key contacts and escalation points for both parties
Relevant legal definitions
Agreement
Authorized Users
Available/Availability
Business Day
Business Hours
Claim Period
Confidential Information
Customer
Downtime
Emergency Maintenance
Excluded Events
Force Majeure
Incident
Maintenance Window
Measurement Period
Monitoring Tools
Outage
Planned Maintenance
Platform
Response Time
Service
Service Credits
Service Hours
Service Level Failure
Service Level Measurement
Service Level Objective (SLO)
Service Level Target
Service Provider
Severity Level
Support Hours
System
Third-Party Services
Unavailable/Unavailability
Uptime
Uptime Percentage
User
Working Hours
Authorized Users
Available/Availability
Business Day
Business Hours
Claim Period
Confidential Information
Customer
Downtime
Emergency Maintenance
Excluded Events
Force Majeure
Incident
Maintenance Window
Measurement Period
Monitoring Tools
Outage
Planned Maintenance
Platform
Response Time
Service
Service Credits
Service Hours
Service Level Failure
Service Level Measurement
Service Level Objective (SLO)
Service Level Target
Service Provider
Severity Level
Support Hours
System
Third-Party Services
Unavailable/Unavailability
Uptime
Uptime Percentage
User
Working Hours
Clauses
Service Level Commitments
Performance Measurement
Service Credits
Force Majeure
Maintenance Windows
Monitoring and Reporting
Dispute Resolution
Confidentiality
Data Protection
Service Support
Technical Requirements
Amendments
Termination
Liability
Indemnification
Insurance
Subcontracting
Notices
Assignment
Entire Agreement
Severability
Governing Law
Jurisdiction
Warranty
Compliance
Audit Rights
Third-Party Rights
Change Management
Business Continuity
Disaster Recovery
Performance Measurement
Service Credits
Force Majeure
Maintenance Windows
Monitoring and Reporting
Dispute Resolution
Confidentiality
Data Protection
Service Support
Technical Requirements
Amendments
Termination
Liability
Indemnification
Insurance
Subcontracting
Notices
Assignment
Entire Agreement
Severability
Governing Law
Jurisdiction
Warranty
Compliance
Audit Rights
Third-Party Rights
Change Management
Business Continuity
Disaster Recovery
Relevant Industries
Information Technology
Financial Services
Healthcare
E-commerce
Professional Services
Manufacturing
Education
Telecommunications
Insurance
Banking
Retail
Government Services
Consulting
Relevant Teams
Legal
Information Technology
Operations
Procurement
Compliance
Risk Management
Service Delivery
Technical Support
Infrastructure
Cloud Operations
Contract Management
Customer Success
Solution Architecture
Relevant Roles
Chief Technology Officer
IT Director
Legal Counsel
Procurement Manager
Service Delivery Manager
Operations Director
Chief Information Officer
Contract Manager
Technical Account Manager
Risk Manager
Compliance Officer
Infrastructure Manager
Cloud Services Manager
Software Development Manager
IT Operations Manager
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