This Availability SLA template is designed for use in the Swiss legal context where a service provider needs to make specific, measurable commitments about the availability of their services. The document is particularly relevant when establishing or formalizing service delivery standards between technology providers and their clients. It includes comprehensive provisions for measuring and reporting service availability, managing incidents, and providing compensation through service credits when service levels are not met. The Availability SLA incorporates requirements from Swiss contract law and data protection regulations, making it suitable for both domestic and international service arrangements where Swiss law governs. This document type is essential for services where system uptime is critical to the customer's operations and where clear, enforceable availability standards need to be established.
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1. Parties: Identification and details of the service provider and customer
2. Background: Context of the agreement and relationship between the parties
3. Definitions: Detailed definitions of technical terms, metrics, and key concepts used in the SLA
4. Service Description: Detailed description of the services covered by the SLA
5. Service Levels: Specific availability commitments, including uptime percentages and measurement periods
6. Service Level Measurement: Methods and tools used to measure and monitor service availability
7. Exclusions and Exceptions: Circumstances not counted as downtime (planned maintenance, force majeure, etc.)
8. Response and Resolution Times: Timeframes for responding to and resolving different categories of incidents
9. Service Credits: Compensation mechanism for failure to meet service levels
10. Reporting: Frequency and content of service level reports
11. Support Services: Description of support services, including contact methods and hours
12. Term and Termination: Duration of the agreement and termination provisions
13. General Provisions: Standard legal clauses including governing law, notices, and amendments
1. Data Protection: Detailed data handling and protection provisions, required if personal data is processed
2. Disaster Recovery: Procedures for major service disruptions, recommended for critical services
3. Security Requirements: Specific security standards and compliance requirements, needed for sensitive services
4. Change Management: Procedures for implementing service changes, useful for complex technical services
5. Exit Management: Detailed transition provisions at contract end, important for business-critical services
6. Continuous Improvement: Mechanisms for regular service review and improvement, suitable for long-term relationships
1. Schedule 1 - Service Description: Detailed technical specifications of the services
2. Schedule 2 - Service Level Metrics: Detailed description of how each service level is calculated
3. Schedule 3 - Service Credit Calculation: Detailed formula and examples for service credit calculations
4. Schedule 4 - Escalation Procedures: Contact details and procedures for different escalation levels
5. Schedule 5 - Reporting Format: Templates and specifications for service level reports
6. Appendix A - Technical Requirements: Customer's technical requirements and dependencies
7. Appendix B - Contact Information: Key contacts on both sides with roles and contact details
Relevant legal definitions
Clauses
Relevant Industries
Information Technology
Cloud Services
Telecommunications
Financial Services
Healthcare
E-commerce
Manufacturing
Professional Services
Data Center Operations
Software as a Service
Infrastructure as a Service
Platform as a Service
Relevant Teams
Legal
Information Technology
Operations
Procurement
Service Delivery
Technical Support
Infrastructure
Vendor Management
Compliance
Risk Management
Service Management
Relevant Roles
Chief Technology Officer
IT Director
Service Delivery Manager
Technical Operations Manager
Legal Counsel
Procurement Manager
Contract Manager
Infrastructure Manager
Cloud Services Manager
IT Operations Manager
Service Level Manager
Vendor Management Officer
Risk Manager
Compliance Officer
Technical Account Manager
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