The SLA Agency agreement is essential for businesses operating in Switzerland that require formalized service delivery arrangements with external agencies. This document type is specifically designed to combine elements of both a standard Service Level Agreement and an Agency Agreement under Swiss law, providing a comprehensive framework for measuring and managing service delivery while maintaining compliance with Swiss legal requirements. The agreement is particularly valuable when a company needs to establish clear performance metrics, service standards, and accountability measures with an external agency providing ongoing services. The document includes detailed specifications for service levels, performance monitoring, reporting requirements, and remediation procedures, all while incorporating necessary provisions from the Swiss Code of Obligations regarding agency relationships. It's commonly used when establishing long-term service relationships that require regular monitoring and measurement of service quality and performance.
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1. Parties: Identification and details of the Principal and the Agency
2. Background: Context of the agreement and brief description of the parties' business relationship
3. Definitions: Definitions of key terms used throughout the agreement
4. Appointment and Scope: Formal appointment of the Agency and detailed scope of services to be provided
5. Service Levels: Detailed performance metrics, KPIs, and minimum service levels to be maintained
6. Agency Obligations: Key responsibilities and commitments of the Agency
7. Principal's Obligations: Key responsibilities and commitments of the Principal
8. Fees and Payment: Payment terms, fee structure, and invoicing procedures
9. Performance Monitoring: Methods and frequency of service level monitoring and reporting
10. Data Protection: Compliance with Swiss data protection laws and data handling procedures
11. Confidentiality: Protection of confidential information and trade secrets
12. Intellectual Property: Ownership and usage rights of IP created or used during service provision
13. Liability and Indemnification: Limitation of liability and indemnification provisions under Swiss law
14. Term and Termination: Duration of agreement and termination provisions
15. General Provisions: Standard legal provisions including governing law, jurisdiction, and notices
1. Insurance: Required insurance coverage - include if specific insurance requirements are needed
2. Force Majeure: Provisions for unforeseen circumstances - include if risk allocation is important
3. Non-Competition: Restrictions on competitive activities - include if agency has access to sensitive information
4. Personnel Requirements: Specific staffing or qualification requirements - include if service quality depends on specific personnel
5. Business Continuity: Disaster recovery and business continuity requirements - include for critical services
6. Compliance with Laws: Specific regulatory compliance requirements - include if operating in regulated industries
7. Assignment and Subcontracting: Rules for transferring rights or using subcontractors - include if relevant to service delivery
1. Service Level Specifications: Detailed technical specifications of service levels and performance metrics
2. Fee Schedule: Detailed breakdown of fees, charges, and payment terms
3. Key Personnel: List of key personnel and their roles in service delivery
4. Reporting Requirements: Templates and specifications for regular performance reports
5. Technical Requirements: Technical specifications and requirements for service delivery
6. Data Processing Agreement: Detailed provisions for handling personal data in compliance with Swiss law
7. Escalation Procedure: Process for handling service level failures and disputes
Relevant legal definitions
Clauses
Relevant Industries
Information Technology
Marketing and Advertising
Professional Services
Business Process Outsourcing
Consulting
Financial Services
Healthcare
Manufacturing
Telecommunications
Logistics and Supply Chain
Relevant Teams
Legal
Procurement
Operations
Vendor Management
Compliance
Service Delivery
Quality Assurance
Project Management
Account Management
Business Development
Relevant Roles
Chief Operations Officer
Procurement Manager
Legal Counsel
Contract Manager
Service Delivery Manager
Operations Director
Vendor Relations Manager
Compliance Officer
Project Manager
Account Executive
Business Development Manager
Quality Assurance Manager
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