The Easy SLA template is designed for businesses operating under Swiss jurisdiction who need a straightforward, efficient framework for managing service delivery relationships. This document type is particularly suitable for standard service arrangements where complex technical or legal provisions are unnecessary. The Easy SLA includes essential elements required under Swiss law, particularly adhereing to the Swiss Code of Obligations, while maintaining clarity and accessibility. It's structured to address key aspects of service delivery, including performance metrics, response times, and remedy mechanisms, without the complexity often found in more comprehensive SLAs. This template is ideal for businesses seeking to establish clear service standards while maintaining operational flexibility and ease of administration.
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1. Parties: Identification of the service provider and customer, including full legal names and addresses
2. Background: Brief context of the agreement and the services being provided
3. Definitions: Key terms used throughout the agreement
4. Services Overview: High-level description of the services covered by the SLA
5. Service Levels: Specific, measurable performance standards and metrics
6. Service Credits: Compensation mechanism for failure to meet service levels
7. Support and Response Times: Definition of support levels and response time commitments
8. Customer Obligations: Requirements and responsibilities of the customer
9. Reporting and Monitoring: How service levels will be measured and reported
10. Term and Termination: Duration of the agreement and termination provisions
11. Governing Law and Jurisdiction: Confirmation of Swiss law application and jurisdiction
1. Change Management: Process for requesting and implementing changes to services or service levels
2. Disaster Recovery: Include when service continuity is critical
3. Data Protection: Include when personal data processing is involved
4. Security Requirements: Include for services involving sensitive data or systems
5. Subcontractors: Include if service provider may use third-party providers
6. Insurance: Include for high-value or high-risk services
7. Force Majeure: Include for services where external factors might impact delivery
1. Service Description Schedule: Detailed technical specifications of services
2. Service Level Metrics: Detailed performance metrics and measurement methodologies
3. Pricing and Service Credits: Detailed pricing structure and service credit calculations
4. Support Procedures: Detailed support processes and escalation procedures
5. Contact Details: Key contacts and escalation points for both parties
6. Technical Requirements: Customer technical requirements and specifications
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