The Service Level Agreement Between Departments is a crucial internal governance document used to formalize and manage service delivery relationships between different departments within the same organization under Swiss law. This document type is particularly important in organizations where internal departments provide critical services to other departments and need clear, measurable performance standards. It incorporates Swiss legal requirements, particularly from the Code of Obligations and corporate governance regulations, while addressing practical operational needs. The agreement typically includes detailed service descriptions, performance metrics, reporting requirements, and governance structures, making it essential for maintaining operational efficiency and accountability. Common applications include IT services, shared services arrangements, and support function delivery, with the agreement serving as both a operational guide and a governance tool.
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1. Parties: Identification of the service provider department and recipient department
2. Background: Context of the agreement and departmental relationship
3. Definitions: Clear definitions of technical terms, service metrics, and key concepts used in the agreement
4. Services Overview: High-level description of services to be provided
5. Service Levels: Detailed performance metrics, KPIs, and measurement methodologies
6. Monitoring and Reporting: Procedures for monitoring service levels and reporting requirements
7. Responsibilities: Clear delineation of each department's duties and obligations
8. Operating Hours: Service availability times and response times
9. Issue Resolution: Process for handling service disruptions and escalation procedures
10. Change Management: Procedures for requesting and implementing changes to services
11. Resource Allocation: Assignment of personnel and resources for service delivery
12. Review and Governance: Regular review periods and governance structure
13. Term and Termination: Duration of the agreement and termination processes
1. Data Protection: Required when services involve personal data processing or sensitive information
2. Business Continuity: Include when services are critical to business operations
3. Financial Arrangements: Include when internal charging or cost allocation is relevant
4. Compliance Requirements: Include for regulated functions or when specific compliance obligations exist
5. Security Requirements: Include when services involve IT systems or sensitive data
6. Training and Support: Include when service delivery requires specific training or ongoing support
1. Schedule 1: Service Descriptions: Detailed technical specifications of each service
2. Schedule 2: Service Level Metrics: Detailed KPIs, measurement methods, and targets
3. Schedule 3: Operational Procedures: Day-to-day operational processes and procedures
4. Schedule 4: Contact Matrix: Key contacts and escalation paths for both departments
5. Schedule 5: Report Templates: Standard formats for service level reporting
6. Appendix A: Technical Requirements: Technical specifications and requirements
7. Appendix B: Risk Assessment: Analysis of service delivery risks and mitigation measures
Relevant legal definitions
Clauses
Relevant Industries
Financial Services
Healthcare
Manufacturing
Technology
Telecommunications
Professional Services
Insurance
Pharmaceuticals
Energy
Retail
Education
Transportation
Public Sector
Relevant Teams
Information Technology
Human Resources
Finance
Operations
Legal
Service Desk
Quality Assurance
Process Management
Performance Management
Risk & Compliance
Corporate Services
Business Analysis
Service Operations
Shared Services
Internal Audit
Relevant Roles
Department Head
Service Delivery Manager
Operations Director
Chief Information Officer
Head of Shared Services
Quality Assurance Manager
Process Owner
Business Relationship Manager
Performance Analytics Manager
Compliance Officer
Department Director
Service Operations Manager
Corporate Governance Officer
Risk Manager
Chief Operating Officer
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