SLA Sop Template for Switzerland

1. Business Continuity: Procedures for ensuring service continuity during disruptions - include for critical services

2. Disaster Recovery: Specific procedures for recovery from major incidents - essential for IT services

3. Training Requirements: Staff training and certification requirements - include when specific qualifications are needed

4. Compliance Requirements: Industry-specific compliance measures - include for regulated industries

5. Change Management: Procedures for implementing service or procedure changes - important for complex services

6. Subcontractor Management: Rules and procedures for managing subcontractors - include if subcontracting is permitted

7. Insurance Requirements: Specific insurance coverage requirements - include for high-risk services

1. Schedule 1 - Service Level Metrics: Detailed technical specifications of service level measurements and targets

2. Schedule 2 - Price and Payment Terms: Detailed pricing, payment schedules, and penalty calculations

3. Schedule 3 - Operational Procedures Manual: Detailed step-by-step procedures for each operational process

4. Schedule 4 - Incident Classification Matrix: Categories of incidents and corresponding response requirements

5. Schedule 5 - Contact Details: Key contacts and escalation matrices for both parties

6. Schedule 6 - Technical Requirements: Specific technical requirements and specifications

7. Schedule 7 - Report Templates: Standard templates for various required reports

8. Appendix A - Service Credits Calculation: Detailed methodology for calculating service credits or penalties

9. Appendix B - Change Request Form: Standard form for requesting and documenting changes