This Database SLA template is designed for use in Switzerland when establishing formal service level commitments for database hosting, management, and maintenance services. The agreement is specifically structured to comply with Swiss federal laws, including data protection regulations and contract law requirements. It should be used when a service provider offers database services to customers requiring specific performance guarantees, availability metrics, and security standards. The SLA Database agreement includes comprehensive provisions for service delivery, performance measurement, incident response, data protection, and remedy mechanisms, all aligned with Swiss legal requirements. It is particularly relevant for organizations seeking to establish clear accountability and service standards for their database operations while ensuring compliance with Swiss regulatory frameworks.
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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 brief description of the database service being provided
3. Definitions: Detailed definitions of technical terms, service levels, and other key concepts used in the agreement
4. Service Description: Detailed description of the database services, including scope and specifications
5. Service Levels: Specific performance metrics, availability guarantees, and response times
6. Support Services: Details of technical support, maintenance, and problem resolution procedures
7. Customer Obligations: Customer responsibilities, including access requirements and usage limitations
8. Data Protection and Security: Compliance with Swiss data protection laws, security measures, and data handling procedures
9. Fees and Payment: Pricing, payment terms, and any variable costs
10. Service Credits: Compensation mechanism for service level failures
11. Term and Termination: Duration of agreement, renewal terms, and termination provisions
12. Liability and Indemnification: Limitation of liability, indemnification obligations, and force majeure
13. General Provisions: Standard legal provisions including governing law, notices, and amendment procedures
1. Personal Data Processing: Detailed FADP compliance terms when personal data is processed
2. Disaster Recovery: Specific disaster recovery and business continuity procedures for critical databases
3. Multi-jurisdictional Provisions: Additional terms for services provided across multiple jurisdictions
4. Industry-Specific Compliance: Additional compliance terms for regulated industries (e.g., financial services, healthcare)
5. Third-Party Service Providers: Terms governing the use of subcontractors or third-party service providers
6. Exit Assistance: Detailed procedures for service transition upon termination
7. Development Services: Terms for additional database development or customization services
1. Schedule 1 - Service Level Specifications: Detailed technical specifications of service levels, including measurement methods and reporting
2. Schedule 2 - Support Services and Procedures: Detailed support procedures, escalation paths, and response time commitments
3. Schedule 3 - Fee Schedule: Detailed pricing structure, including base fees and variable costs
4. Schedule 4 - Technical Specifications: Detailed technical specifications of the database service
5. Schedule 5 - Security Requirements: Detailed security protocols, access controls, and compliance requirements
6. Schedule 6 - Service Credit Calculation: Detailed methodology for calculating service credits
7. Appendix A - Contact Details: Key contacts for both parties for various aspects of service delivery
8. Appendix B - Acceptable Use Policy: Detailed rules and restrictions for use of the database service
Relevant legal definitions
Agreed Service Time
Availability
Backup
Business Day
Business Hours
Confidential Information
Critical Incident
Customer Data
Data Center
Database Instance
Database Service
Disaster Recovery
Downtime
Emergency Maintenance
Encryption
Force Majeure
Incident
Infrastructure
Maintenance Window
Mean Time to Repair
Mean Time to Respond
Monitoring Period
Outage
Performance Metrics
Personal Data
Planned Maintenance
Recovery Point Objective
Recovery Time Objective
Response Time
Scheduled Downtime
Security Breach
Service Credits
Service Hours
Service Level Failure
Service Levels
Service Provider Systems
Support Hours
Support Request
System Resources
Third-Party Applications
Unplanned Downtime
Uptime
Urgent Support
User
Vulnerability
Availability
Backup
Business Day
Business Hours
Confidential Information
Critical Incident
Customer Data
Data Center
Database Instance
Database Service
Disaster Recovery
Downtime
Emergency Maintenance
Encryption
Force Majeure
Incident
Infrastructure
Maintenance Window
Mean Time to Repair
Mean Time to Respond
Monitoring Period
Outage
Performance Metrics
Personal Data
Planned Maintenance
Recovery Point Objective
Recovery Time Objective
Response Time
Scheduled Downtime
Security Breach
Service Credits
Service Hours
Service Level Failure
Service Levels
Service Provider Systems
Support Hours
Support Request
System Resources
Third-Party Applications
Unplanned Downtime
Uptime
Urgent Support
User
Vulnerability
Clauses
Service Levels
Performance Metrics
Availability
Data Protection
Security
Confidentiality
Access Rights
Support Services
Maintenance
Backup and Recovery
Disaster Recovery
Service Credits
Payment Terms
Term and Termination
Force Majeure
Liability
Indemnification
Insurance
Intellectual Property
Warranties
Audit Rights
Compliance
Dispute Resolution
Assignment
Subcontracting
Notice
Governing Law
Data Migration
Service Reporting
Change Management
Emergency Response
Business Continuity
Exit Management
Personnel
Documentation
Performance Metrics
Availability
Data Protection
Security
Confidentiality
Access Rights
Support Services
Maintenance
Backup and Recovery
Disaster Recovery
Service Credits
Payment Terms
Term and Termination
Force Majeure
Liability
Indemnification
Insurance
Intellectual Property
Warranties
Audit Rights
Compliance
Dispute Resolution
Assignment
Subcontracting
Notice
Governing Law
Data Migration
Service Reporting
Change Management
Emergency Response
Business Continuity
Exit Management
Personnel
Documentation
Relevant Industries
Information Technology
Financial Services
Healthcare
Manufacturing
Retail
Telecommunications
Professional Services
Insurance
Education
Government
Pharmaceuticals
E-commerce
Relevant Teams
Legal
Information Technology
Procurement
Information Security
Compliance
Risk Management
Operations
Service Delivery
Technical Support
Data Management
Infrastructure
Enterprise Architecture
Relevant Roles
Chief Technology Officer
IT Director
Database Administrator
Chief Information Officer
Legal Counsel
Procurement Manager
IT Service Manager
Data Protection Officer
Information Security Manager
Contract Manager
Technical Operations Manager
Compliance Officer
Enterprise Architect
Service Delivery Manager
Risk Manager
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