This Normal SLA template is designed for use in Switzerland and is structured to comply with Swiss contract law, particularly the Swiss Code of Obligations. It is typically used when organizations need to establish clear, measurable standards for ongoing service delivery, whether in IT, professional services, or other service-based relationships. The document includes essential elements such as service level metrics, performance monitoring, reporting requirements, and remedy mechanisms through service credits. This Normal SLA template provides a balanced framework that protects both service provider and customer interests while ensuring service quality and accountability. It is particularly suitable for business-to-business relationships where services are critical to the customer's operations and require regular monitoring and measurement.
Thank you! Your submission has been received!
Oops! Something went wrong while submitting the form.
Your data doesn't train Genie's AI
You keep IP ownership of your docs
1. Parties: Identification and details of the service provider and customer
2. Background: Context of the agreement and brief description of the services to be provided
3. Definitions: Defined terms used throughout the agreement, including technical terms and service metrics
4. Services Overview: High-level description of services to be provided
5. Service Levels: Core performance metrics and standards that the provider commits to meet
6. Service Credits: Compensation mechanism for failure to meet service levels
7. Monitoring and Reporting: Methods and frequency of service level measurement and reporting
8. Support Services: Description of support processes, including response times and escalation procedures
9. Customer Obligations: Requirements and responsibilities of the customer
10. Charges and Payment: Pricing, payment terms, and invoicing procedures
11. Term and Termination: Duration of agreement and termination provisions
12. Liability and Indemnification: Limitation of liability and indemnification obligations compliant with Swiss law
13. Confidentiality: Protection of confidential information and trade secrets
14. General Provisions: Standard legal clauses including governing law, jurisdiction, and notices
1. Data Protection: Required when services involve processing of personal data under Swiss FADP
2. Disaster Recovery: Include for critical services requiring business continuity planning
3. Security Requirements: Necessary for services involving IT systems or sensitive data
4. Change Management: Include when services may require frequent modifications or updates
5. Intellectual Property Rights: Required when services involve creation or use of intellectual property
6. Personnel Requirements: Include when specific qualifications or security clearances are needed
7. Insurance: Include when services involve significant risks requiring specific insurance coverage
8. Exit Management: Important for complex services requiring transition planning
1. Schedule 1 - Service Descriptions: Detailed technical specifications of all services to be provided
2. Schedule 2 - Service Level Metrics: Detailed performance metrics, measurement methods, and targets
3. Schedule 3 - Pricing and Payment Schedule: Detailed pricing structure, rates, and payment terms
4. Schedule 4 - Support Procedures: Detailed support processes, contact information, and escalation procedures
5. Schedule 5 - Service Credits Calculation: Formula and examples for calculating service credits
6. Appendix A - Technical Requirements: Technical specifications and requirements for service delivery
7. Appendix B - Report Templates: Standard formats for service level reports and performance monitoring
8. Appendix C - Contact Details: Key contacts and authorized representatives for both parties
Find the exact document you need
Customer Slas
Swiss-law governed Service Level Agreement defining service standards, metrics, and remedies for customer service delivery.
Download
SLA Security
A Swiss law-governed Security Service Level Agreement defining security service commitments, performance metrics, and compliance requirements between service provider and client.
Download
Cloud SLA
Swiss-law governed Cloud Service Level Agreement defining service standards, performance metrics, and compliance requirements for cloud service delivery.
Download
Sla (Retail)
Swiss law-compliant Service Level Agreement template for retail operations, defining service standards and performance metrics.
Download
SLA Request
A Swiss-law governed document for initiating and defining service level agreements, specifying performance metrics and compliance requirements under Swiss federal regulations.
Download
SLA Fulfillment
A Swiss law-governed agreement defining service levels, performance metrics, and accountability measures between service providers and recipients.
Download
SLA Administration
Swiss-law governed SLA Administration contract defining service level management procedures, metrics, and governance framework.
Download
Default SLA
Swiss law-governed Service Level Agreement defining service performance metrics, monitoring, and remedies between provider and client.
Download
Basic SLA
A Swiss law-governed Basic Service Level Agreement defining service standards and performance metrics between provider and customer.
Download
Incident Resolution Time SLA
Swiss law-governed service level agreement defining incident response and resolution time commitments for technical support services.
Download
Ecommerce SLA
Swiss-law governed Service Level Agreement for e-commerce operations, defining performance standards and service requirements for online retail platforms.
Download
SLA Site
A Swiss law-governed agreement defining service levels, performance metrics, and operational standards for services delivered at specific physical locations.
Download
SLA Call
Swiss law-governed Service Level Agreement specifying performance standards and operational requirements for call center services.
Download
Service Level Agreement (Healthcare)
A Swiss law-governed agreement defining service levels and performance standards for healthcare services, ensuring compliance with Swiss healthcare and data protection regulations.
Download
Improved SLA
An enhanced Service Level Agreement under Swiss law establishing detailed service commitments, performance metrics, and remedies.
Download
SLA Production
A Swiss-law governed agreement defining service levels and performance standards for production and manufacturing services.
Download
P1 Incident SLA
Swiss-law governed service level agreement for Priority 1 (P1) incidents, defining critical incident response requirements and obligations.
Download
Maintenance SLA
Swiss law-governed Service Level Agreement for maintenance services, defining service standards and performance requirements under Swiss legal framework.
Download
Simple SLA
A Swiss law-governed Service Level Agreement defining service standards, performance metrics, and remedies for service delivery.
Download
SLA Uptime
Swiss law-governed Service Level Agreement specifying uptime commitments, measurements, and remedies for service availability.
Download
Service Level Agreement Telecommunications
A Swiss-law governed agreement defining service levels and performance standards for telecommunications services, incorporating Swiss regulatory requirements.
Download
Outsourcing SLA
Swiss law-governed service level agreement for outsourcing arrangements, incorporating Swiss regulatory requirements and market standards.
Download
Normal SLA
A Swiss law-governed agreement defining service levels, performance metrics, and remedies between service provider and customer.
Download
99.999 SLA
Swiss law-governed Service Level Agreement template for 99.999% availability commitment, suitable for mission-critical services.
Download
Task SLA
A Swiss law-governed agreement defining specific performance standards and metrics for task-based services, including measurement criteria and remedies for non-compliance.
Download
SLA Warehouse
A Swiss-law governed Service Level Agreement defining performance metrics and operational standards for warehouse services.
Download
SLA Training
A Swiss law-governed agreement defining service levels and requirements for professional training services delivery.
Download
SLA Tier 3
A Swiss law-governed Tier 3 Service Level Agreement establishing premium-level service commitments with 99.982%+ uptime guarantees and comprehensive support provisions.
Download
SLA Storage
A Swiss law-governed Service Level Agreement defining terms, conditions, and performance metrics for data storage services.
Download
SLA Product Management
A Swiss law-governed Service Level Agreement defining product management services, performance standards, and delivery expectations between service provider and client.
Download
SLA Level 1
A Swiss-law governed Level 1 Service Level Agreement defining premium service commitments, performance metrics, and remedies for critical business services.
Download
SLA Employee
A Swiss law-governed employment agreement incorporating SLA elements, defining measurable performance metrics and service levels while ensuring compliance with Swiss employment regulations.
Download
SLA Database
Swiss law-governed Service Level Agreement for database services, establishing performance metrics and compliance with Swiss data protection requirements.
Download
SLA Audit
A Swiss law-compliant framework for conducting and documenting Service Level Agreement (SLA) audits, ensuring compliance with Swiss regulatory requirements and audit standards.
Download
Shipping SLA
Swiss law-governed Service Level Agreement for shipping services, defining performance standards and obligations between shipping providers and customers.
Download
Quality SLA
A Swiss-law governed agreement defining quality standards and performance metrics for service delivery, including measurement methods and remedies for non-compliance.
Download
Latency SLA
A Swiss law-governed Service Level Agreement specifying latency commitments, measurement standards, and remedies for service level breaches.
Download
Guaranteed SLA
A Swiss law-governed agreement establishing guaranteed service levels with specific performance metrics and compensation mechanisms for service delivery.
Download
Finance SLA
A Swiss-law governed agreement defining performance standards and operational requirements for financial services, incorporating Swiss regulatory requirements and FINMA guidelines.
Download
Email SLA
A Swiss law-governed Service Level Agreement defining performance metrics and support requirements for email services, including compliance with local data protection regulations.
Download
ұԾ’s Security Promise
Genie is the safest place to draft. Here’s how we prioritise your privacy and security.
Your documents are private:
We do not train on your data; ұԾ’s AI improves independently
All data stored on Genie is private to your organisation
Your documents are protected:
Your documents are protected by ultra-secure 256-bit encryption
We are ISO27001 certified, so your data is secure
Organizational security:
You retain IP ownership of your documents and their information
You have full control over your data and who gets to see it
.png)