This Generic SLA template is designed for use in Switzerland when establishing formal service delivery arrangements between service providers and their customers. It serves as a foundational document for defining and managing service relationships across various industries, incorporating key requirements under Swiss law including the Swiss Code of Obligations and federal data protection regulations. The document should be used when establishing new service relationships or formalizing existing ones, providing comprehensive coverage of service levels, performance metrics, reporting requirements, and remediation procedures. This Generic SLA template is particularly valuable for businesses operating in Switzerland that need to ensure their service agreements are compliant with local legal requirements while maintaining international service delivery standards.
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1. Parties: Identification and details of the service provider and service recipient
2. Background: Context of the agreement and general purpose of the services
3. Definitions: Detailed definitions of technical terms, service metrics, and key concepts used in the agreement
4. Services Overview: High-level description of services to be provided
5. Service Levels: Detailed specifications of service levels, including performance metrics, availability requirements, and response times
6. Service Measurement and Reporting: Methods and frequency of service level measurement and reporting
7. Support and Maintenance: Details of support services, maintenance windows, and related procedures
8. Performance Credits and Penalties: Consequences of failing to meet service levels, including calculation of credits or penalties
9. Customer Obligations: Requirements and responsibilities of the customer
10. Term and Termination: Duration of agreement, renewal terms, and termination provisions
11. Charges and Payment: Pricing, payment terms, and invoicing procedures
12. Data Protection and Security: Obligations regarding data protection under Swiss law and security requirements
13. Liability and Indemnification: Limitation of liability and indemnification provisions compliant with Swiss law
14. Force Majeure: Circumstances excusing performance under Swiss law
15. General Provisions: Standard legal provisions including governing law, jurisdiction, and notices
1. Disaster Recovery: Required for critical services or when business continuity is essential
2. Regulatory Compliance: Required for regulated industries or services subject to specific Swiss regulations
3. Insurance Requirements: Include when specific insurance coverage is required for service delivery
4. Intellectual Property Rights: Required when services involve creation or use of intellectual property
5. Change Management: Include for complex services requiring formal change procedures
6. Transition and Exit: Required for complex services requiring detailed handover procedures
7. Subcontractors: Include when service provider may use third-party contractors
8. Environmental Requirements: Include when services have environmental impact or sustainability requirements
1. Service Description Schedule: Detailed technical specifications of services
2. Service Level Metrics Schedule: Detailed definitions and calculations of service level metrics
3. Pricing Schedule: Detailed pricing information and calculation methods
4. Support Procedures: Detailed support processes and escalation procedures
5. Technical Requirements: Technical specifications and requirements for service delivery
6. Contact Details: Key contacts and escalation matrix
7. Data Processing Agreement: Required under Swiss data protection law when personal data is processed
8. Business Continuity Plan: Detailed procedures for maintaining service in emergency situations
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