This Basic SLA template is designed for use in the Swiss jurisdiction where service relationships require clear, measurable performance standards while complying with Swiss legal requirements. The document is particularly suitable for businesses establishing new service relationships or formalizing existing ones, providing a framework for service delivery, quality standards, and performance metrics. It incorporates essential elements required under Swiss law, including the provisions of the Swiss Code of Obligations (OR/CO) and relevant federal regulations. The Basic SLA template is structured to handle both straightforward and moderately complex service arrangements, offering sufficient detail for effective service management while maintaining flexibility for customization based on specific service requirements and business needs.
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聽of your docs
1. Parties: Identification and details of the service provider and customer, including registered addresses and company details
2. Background: Context of the agreement and brief description of the services to be provided
3. Definitions: Definitions of key terms used throughout the agreement, including technical terms and service-specific terminology
4. Services Overview: High-level description of the services to be provided and service delivery framework
5. Service Levels: Detailed specification of service levels, including performance metrics, availability requirements, and measurement methods
6. Support and Response Times: Definition of support services, response times for different incident priorities, and escalation procedures
7. Customer Obligations: Responsibilities and obligations of the customer necessary for service delivery
8. Fees and Payment: Pricing structure, payment terms, and any service credits or penalties
9. Term and Termination: Duration of the agreement, renewal terms, and termination conditions
10. Liability and Indemnification: Limitations of liability and indemnification provisions in accordance with Swiss law
11. Confidentiality: Protection of confidential information and trade secrets
12. Force Majeure: Circumstances under which service levels may be suspended due to events beyond reasonable control
13. Governing Law and Jurisdiction: Confirmation of Swiss law application and jurisdiction for dispute resolution
1. Data Protection: Detailed data handling and protection provisions, required if personal data is processed as part of the services
2. Disaster Recovery: Disaster recovery and business continuity procedures, recommended for critical services
3. Change Management: Procedures for implementing changes to services or service levels, recommended for complex service relationships
4. Audit Rights: Customer's rights to audit service provider's performance and compliance, important for regulated industries
5. Insurance: Insurance requirements and coverage details, recommended for high-value or high-risk services
6. Subcontractors: Rules and restrictions regarding the use of subcontractors, important if service provider may delegate services
7. Exit Management: Detailed procedures for service transition upon termination, important for complex or critical services
1. Schedule 1 - Service Descriptions: Detailed technical specifications of all services covered by the agreement
2. Schedule 2 - Service Level Metrics: Detailed performance metrics, measurement methodologies, and reporting requirements
3. Schedule 3 - Fee Schedule: Detailed pricing, payment terms, and service credit calculations
4. Schedule 4 - Support Procedures: Detailed support processes, contact information, and escalation procedures
5. Schedule 5 - Technical Requirements: Technical specifications and requirements for service delivery
6. Appendix A - Service Report Template: Template for regular service level reporting
7. Appendix B - Incident Response Form: Standard form for reporting and tracking service incidents
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
骋别苍颈别鈥檚 Security Promise
Genie is the safest place to draft. Here鈥檚 how we prioritise your privacy and security.
Your documents are private:
We do not train on your data; 骋别苍颈别鈥檚 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)