This Premium SLA template is designed for use in the Swiss jurisdiction where superior service levels and stringent performance guarantees are required for business-critical operations. The document is particularly suitable when standard service levels are insufficient for the customer's operational needs, requiring enhanced support, stricter response times, and more comprehensive performance guarantees. The Premium SLA includes detailed service credit mechanisms, extensive monitoring requirements, and escalation procedures, all aligned with Swiss legal requirements, particularly the Code of Obligations and relevant data protection regulations. It's specifically structured to protect both parties' interests while ensuring clear accountability and measurable service standards for premium-level service delivery.
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1. Parties: Identification of service provider and customer, including full legal names and registered addresses
2. Background: Context of the agreement, including brief description of services and parties' business relationship
3. Definitions: Detailed definitions of technical terms, service levels, and key concepts used throughout the agreement
4. Service Description: Detailed description of the premium services to be provided
5. Service Levels: Specific performance metrics, availability guarantees, and response times
6. Performance Monitoring: Methods and tools for measuring and reporting service level performance
7. Service Credits: Compensation mechanism for service level failures
8. Support Services: Description of support levels, escalation procedures, and response times
9. Customer Obligations: Customer responsibilities and requirements for service delivery
10. Fees and Payment: Pricing, payment terms, and billing procedures
11. Term and Termination: Duration of agreement, renewal terms, and termination conditions
12. Liability and Indemnification: Limitations of liability and indemnification obligations
13. Confidentiality: Protection of confidential information and trade secrets
14. Force Majeure: Circumstances excusing performance of obligations
15. Governing Law and Jurisdiction: Application of Swiss law and jurisdiction for dispute resolution
1. Data Protection: Detailed section required when services involve processing of personal data under Swiss FADP
2. Disaster Recovery: Required for services requiring business continuity guarantees
3. Security Requirements: Needed when services involve sensitive data or systems
4. Change Management: Include when service modifications need formal processes
5. Audit Rights: Required when customer needs rights to audit service delivery
6. Insurance: Include when specific insurance coverage is required
7. Intellectual Property: Required when services involve creation or use of intellectual property
8. Third-Party Service Providers: Include when subcontractors or third-party services are involved
1. Service Level Definitions: Detailed technical specifications of service levels and metrics
2. Service Credit Calculation: Formula and examples for calculating service credits
3. Support Procedures: Detailed support processes and escalation procedures
4. Price List: Detailed pricing information and calculation methods
5. Technical Requirements: Technical specifications and requirements for service delivery
6. Contact Details: Key contacts and escalation points for both parties
7. Reporting Templates: Standard formats for service level reporting
8. Exit Plan: Procedures for service termination and transition
Relevant legal definitions
Clauses
Relevant Industries
Information Technology
Telecommunications
Cloud Services
Software Development
Data Center Operations
Managed Services
Healthcare Technology
Financial Services Technology
Enterprise Software
Critical Infrastructure
Relevant Teams
Legal
Information Technology
Operations
Procurement
Compliance
Service Delivery
Risk Management
Contract Management
Technical Support
Account Management
Relevant Roles
Chief Technology Officer
IT Director
Service Delivery Manager
Contract Manager
Operations Director
Procurement Manager
Legal Counsel
Compliance Officer
Technical Account Manager
Service Level Manager
Risk Manager
IT Infrastructure Manager
Head of Operations
Chief Information Officer
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