This Internet SLA template is designed for use in Switzerland when establishing formal service level commitments for internet service provision. It is particularly relevant for business relationships where reliable internet connectivity is crucial for operations. The document incorporates Swiss legal requirements, including compliance with the Federal Data Protection Act, Telecommunications Act, and Code of Obligations. The Internet SLA covers essential aspects such as service availability, performance metrics, support levels, and compensation mechanisms for service failures. It is structured to provide clear, measurable service standards while maintaining flexibility for specific technical requirements and business needs. This template is suitable for both standard business internet services and more complex dedicated connectivity solutions, with adaptable terms to accommodate various service levels and customer requirements.
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1. Parties: Identification of service provider and customer with full legal details
2. Background: Context of the agreement and general purpose of the services
3. Definitions: Detailed definitions of technical terms, service metrics, and other key terminology
4. Service Description: Detailed description of the internet services being provided
5. Service Levels: Specific performance metrics, including availability, bandwidth, latency, and packet loss guarantees
6. Service Monitoring: Methods and tools for measuring and reporting service performance
7. Support Services: Description of technical support, including response times and escalation procedures
8. Customer Obligations: Customer responsibilities and acceptable use policies
9. Data Protection and Security: Data handling procedures, security measures, and compliance with Swiss data protection laws
10. Fees and Payment: Pricing, payment terms, and billing procedures
11. Service Credits: Compensation mechanism for service level failures
12. Term and Termination: Duration of agreement, renewal terms, and termination provisions
13. Limitation of Liability: Liability caps and exclusions in compliance with Swiss law
14. Force Majeure: Circumstances excusing performance under Swiss law
15. General Provisions: Standard legal provisions including governing law, jurisdiction, and notice requirements
1. Disaster Recovery: Detailed disaster recovery procedures - include for critical services or when required by customer
2. Change Management: Procedures for implementing service changes - include for complex service arrangements
3. Third-Party Services: Terms relating to third-party service providers - include when external services are part of the solution
4. Insurance Requirements: Specific insurance coverage requirements - include for high-value or high-risk services
5. Export Control: Export control compliance - include when services cross international borders
6. Environmental Standards: Green IT and environmental commitments - include when relevant to customer requirements
1. Schedule 1 - Technical Specifications: Detailed technical parameters of the service including network specifications
2. Schedule 2 - Service Level Metrics: Detailed breakdown of SLA metrics and measurement methodologies
3. Schedule 3 - Support Procedures: Detailed support processes, contact information, and escalation procedures
4. Schedule 4 - Fee Schedule: Detailed pricing, including any variable components and calculation methods
5. Schedule 5 - Service Credit Calculations: Detailed formulas and procedures for calculating service credits
6. Appendix A - Acceptable Use Policy: Detailed policies regarding acceptable use of the service
7. Appendix B - Security Requirements: Detailed security protocols and requirements
8. Appendix C - Data Processing Agreement: Specific terms for personal data processing in compliance with Swiss law
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