This Email SLA template is designed for use in Switzerland when establishing formal service level commitments for email system provision and support. It addresses the critical need for clear performance metrics, support obligations, and compliance requirements in email service delivery. The document incorporates Swiss legal requirements, particularly those related to data protection (FADP/DSG), telecommunications regulations, and contract law. The Email SLA is essential for organizations requiring guaranteed email service levels, encompassing aspects such as availability, performance, security, and support response times. It provides a structured framework for managing service expectations, measuring performance, and establishing remedies for service level breaches, while ensuring alignment with Swiss regulatory requirements.
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1. Parties: Identification of the service provider and customer, including full legal names and addresses
2. Background: Context of the agreement and brief description of the email service to be provided
3. Definitions: Definitions of technical terms, service metrics, and other key terms used throughout the agreement
4. Service Description: Detailed description of the email service, including technical specifications and features
5. Service Level Commitments: Specific measurable targets for service availability, performance, and quality
6. Performance Monitoring: Methods and tools used to measure and report service levels
7. Support Services: Description of support levels, response times, and escalation procedures
8. Customer Responsibilities: Customer obligations and requirements for proper service usage
9. Data Protection and Security: Security measures and data protection commitments in compliance with Swiss law
10. Service Credits and Penalties: Compensation mechanism for service level breaches
11. Term and Termination: Duration of the agreement and termination provisions
12. Force Majeure: Circumstances under which service levels may not be met due to events beyond reasonable control
13. Governing Law and Jurisdiction: Confirmation of Swiss law application and jurisdiction for disputes
1. Disaster Recovery: Detailed procedures for service restoration in case of major incidents, recommended for critical email services
2. Change Management: Procedures for implementing service changes, recommended for complex enterprise implementations
3. Compliance Requirements: Specific regulatory compliance measures, necessary for regulated industries
4. Service Migration: Procedures for data migration and service transition, relevant for new service implementations
5. Custom Development: Terms for custom features or integrations, applicable when custom solutions are part of the service
6. Multi-tenant provisions: Specific terms for shared infrastructure environments, relevant for cloud-based solutions
1. Schedule 1 - Service Level Metrics: Detailed technical specifications of service level measurements and calculations
2. Schedule 2 - Support Procedures: Detailed support processes, contact information, and escalation procedures
3. Schedule 3 - Security Standards: Detailed security measures, protocols, and compliance standards
4. Schedule 4 - Fee Schedule: Pricing, service credits calculation, and payment terms
5. Schedule 5 - Technical Requirements: Minimum technical requirements and recommended configurations
6. Appendix A - Incident Response Plan: Detailed procedures for handling various types of service incidents
7. Appendix B - Report Templates: Standard formats for service level reporting and performance monitoring
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