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SaaS Uptime SLA

SaaS Uptime SLA Template for Switzerland

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Key Requirements PROMPT example:

SaaS Uptime SLA

"I need a SaaS Uptime SLA for a Swiss-based financial services platform that guarantees 99.99% availability, includes FINMA compliance requirements, and provides substantial service credits for any downtime exceeding 1 minute per quarter."

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Document background
This SaaS Uptime SLA is designed for use in Switzerland to establish clear, measurable commitments regarding service availability between SaaS providers and their customers. The document becomes necessary when implementing or subscribing to cloud-based software services where consistent availability is crucial for business operations. It should be used in conjunction with the main service agreement and includes specific provisions compliant with Swiss law regarding service levels, monitoring, reporting, and compensation mechanisms. The agreement typically follows implementation of a SaaS solution or can be part of the initial service contract, providing technical and legal certainty for both parties regarding service performance expectations and remedies.
Suggested Sections

1. Parties: Identification of the service provider and customer, including full legal names and addresses

2. Background: Context of the agreement and reference to the main service agreement this SLA relates to

3. Definitions: Key terms used throughout the agreement, including technical metrics and service-related terminology

4. Service Availability Commitment: Detailed specification of the promised uptime percentage and calculation method

5. Service Level Measurement: Methods and tools used to measure and monitor service availability

6. Exclusions and Force Majeure: Circumstances not counted as downtime, including planned maintenance and events beyond reasonable control

7. Service Credits: Compensation structure for failure to meet SLA commitments

8. Claim Process: Procedure for customers to claim service credits and required documentation

9. Reporting: Regular availability reports and access to monitoring data

10. Term and Termination: Duration of the SLA and conditions for termination

11. Governing Law and Jurisdiction: Confirmation of Swiss law application and jurisdiction for disputes

Optional Sections

1. Enhanced Support Services: Additional support levels and response times, used when premium support options are offered

2. Data Recovery Commitment: Specific commitments for data backup and recovery, included when handling sensitive or critical data

3. Security Standards: Detailed security commitments and compliance requirements, necessary for regulated industries or sensitive data handling

4. Performance Metrics: Additional performance KPIs beyond basic uptime, used for complex technical services

5. Disaster Recovery: Specific disaster recovery procedures and commitments, included for business-critical services

6. Change Management: Procedures for implementing service changes, needed for complex enterprise services

7. Multi-tenant Services: Specific provisions for shared infrastructure services, used in multi-tenant environments

Suggested Schedules

1. Schedule 1 - Service Level Metrics: Detailed technical specifications of uptime calculation and measurement methods

2. Schedule 2 - Service Credit Calculation: Detailed breakdown of service credit calculations and examples

3. Schedule 3 - Support Services: Detailed description of support levels, response times, and escalation procedures

4. Schedule 4 - Technical Infrastructure: Overview of the technical infrastructure and monitoring systems

5. Appendix A - Incident Response Plan: Detailed procedures for handling service interruptions and major incidents

6. Appendix B - Contact Details: List of key contacts and escalation points for both parties

Authors

Alex Denne

Head of Growth (Open Source Law) @ ¶¶Òõ¶ÌÊÓƵ | 3 x UCL-Certified in Contract Law & Drafting | 4+ Years Managing 1M+ Legal Documents | Serial Founder & Legal AI Author

alex.den.21@genieai.co
Relevant legal definitions





































Clauses






























Relevant Industries

Information Technology

Financial Services

Healthcare

E-commerce

Professional Services

Manufacturing

Education

Telecommunications

Insurance

Banking

Retail

Government Services

Consulting

Relevant Teams

Legal

Information Technology

Operations

Procurement

Compliance

Risk Management

Service Delivery

Technical Support

Infrastructure

Cloud Operations

Contract Management

Customer Success

Solution Architecture

Relevant Roles

Chief Technology Officer

IT Director

Legal Counsel

Procurement Manager

Service Delivery Manager

Operations Director

Chief Information Officer

Contract Manager

Technical Account Manager

Risk Manager

Compliance Officer

Infrastructure Manager

Cloud Services Manager

Software Development Manager

IT Operations Manager

Industries








Teams

Employer, Employee, Start Date, Job Title, Department, Location, Probationary Period, Notice Period, Salary, Overtime, Vacation Pay, Statutory Holidays, Benefits, Bonus, Expenses, Working Hours, Rest Breaks,  Leaves of Absence, Confidentiality, Intellectual Property, Non-Solicitation, Non-Competition, Code of Conduct, Termination,  Severance Pay, Governing Law, Entire Agreemen

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