The Standard SLA for IT Support is essential for organizations operating in Switzerland that require structured IT support services. This agreement template is designed to comply with Swiss federal legislation, including data protection laws and the Code of Obligations, while providing a comprehensive framework for IT support services. It addresses the growing need for clearly defined service levels, response times, and technical support parameters in today's technology-dependent business environment. The document is particularly relevant given Switzerland's position as a major business hub with strict regulatory requirements and high standards for service delivery. It includes provisions for various support levels, performance metrics, security requirements, and data protection measures, making it suitable for both simple and complex IT support arrangements. The agreement can be customized to accommodate different service scopes while maintaining compliance with Swiss legal requirements.
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1. Parties: Identification of the service provider and client, including full legal names, addresses, and registration details
2. Background: Context of the agreement and brief description of the parties' business relationship
3. Definitions: Detailed definitions of technical terms, service levels, and other key terms used throughout the agreement
4. Scope of Services: Detailed description of IT support services to be provided, including core service hours and coverage
5. Service Levels: Specific performance metrics, response times, and resolution times for different types of incidents
6. Support Process: Description of incident reporting, escalation procedures, and support channels
7. Provider Obligations: Key responsibilities and commitments of the IT support provider
8. Client Obligations: Client responsibilities, including access provision and cooperation requirements
9. Data Protection and Security: Compliance with Swiss data protection laws and security measures
10. Performance Monitoring: Methods and tools for measuring and reporting service performance
11. Fees and Payment: Pricing structure, payment terms, and billing procedures
12. Term and Termination: Duration of agreement, renewal terms, and termination provisions
13. Liability and Indemnification: Limitation of liability and indemnification clauses compliant with Swiss law
14. General Provisions: Standard legal clauses including governing law, jurisdiction, and entire agreement
1. Disaster Recovery: Specific procedures and commitments for disaster recovery scenarios - include for critical systems support
2. Change Management: Procedures for implementing system changes and updates - relevant for complex IT environments
3. Training Services: Details of any user training provided - include if training is part of the support package
4. Hardware Support: Specific terms for hardware maintenance - include if physical equipment support is provided
5. Software Licensing: Software license management terms - include if software licensing is part of the service
6. Cloud Services: Specific terms for cloud-based services - include if cloud services are part of the support
7. On-Site Support: Terms for physical on-site support - include if on-site support is offered
8. Compliance Requirements: Industry-specific compliance requirements - include for regulated sectors
1. Service Level Definitions: Detailed breakdown of service levels, response times, and performance metrics
2. Price Schedule: Detailed pricing information, including standard rates and special service charges
3. Supported Systems: List of systems, software, and hardware covered under the agreement
4. Contact Matrix: Key contacts and escalation paths for both parties
5. Security Protocols: Detailed security procedures and requirements
6. Service Credits: Calculation and application of service credits for performance failures
7. Reporting Templates: Standard formats for performance and incident reporting
8. Technical Requirements: Minimum technical specifications and requirements for service delivery
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