Customer SLAs are essential operational documents used to establish clear, measurable standards for service delivery between a service provider and its customers. These agreements, governed by Swiss law, particularly the Swiss Code of Obligations, define specific performance metrics, reporting requirements, and remediation processes. They are typically implemented when a company provides ongoing services that require consistent quality monitoring and measurement. The document includes detailed service descriptions, performance targets, measurement methodologies, and service credit mechanisms. Customer SLAs are particularly crucial in regulated industries or where service reliability is critical to business operations. They provide legal protection for both parties while ensuring transparency in service delivery and performance evaluation.
Your data doesn't train Genie's AI
You keep IP ownership of your information
Thank you! Your submission has been received!
Oops! Something went wrong while submitting the form.
OR
Let Ƶ's market-leading legal AI identify missing terms, unusual language, compliance issues and more - in just seconds.
1. Parties: Identification of service provider and customer with full legal names and addresses
2. Background: Context of the agreement and brief description of services to be provided
3. Definitions: Definitions of technical terms, service metrics, and other key terms used throughout the agreement
4. Services Overview: High-level description of services covered by the SLA
5. Service Level Commitments: Detailed specifications of promised service levels and performance metrics
6. Service Level Measurement: Methods and procedures for measuring and calculating service levels
7. Service Credits and Penalties: Consequences of failing to meet service levels, including calculation of credits
8. Reporting and Review: Reporting obligations, frequency, and periodic review procedures
9. Problem Management: Procedures for identifying, reporting, and resolving service issues
10. Force Majeure: Circumstances under which service levels may be suspended
11. Term and Termination: Duration of the agreement and termination provisions
12. Governing Law and Jurisdiction: Confirmation of Swiss law application and jurisdiction
1. Data Protection: Required when personal data processing is involved, detailing compliance with Swiss FADP
2. Disaster Recovery: Include for critical services requiring specific recovery commitments
3. Security Requirements: Add for services involving sensitive data or systems
4. Change Management: Include when service changes need formal procedures
5. Continuous Improvement: Optional section for long-term contracts requiring service enhancement
6. Third-Party Dependencies: Include when service delivery depends on third-party providers
7. Customer Obligations: Add when customer must provide specific support or resources
8. Insurance Requirements: Include for high-risk or high-value services
1. Schedule 1 - Service Descriptions: Detailed technical specifications of each service
2. Schedule 2 - Service Level Metrics: Detailed metrics, formulas, and measurement methods
3. Schedule 3 - Pricing and Credits: Detailed pricing structure and service credit calculations
4. Schedule 4 - Operational Procedures: Day-to-day operational procedures and contact details
5. Schedule 5 - Technical Requirements: Technical specifications and requirements for service delivery
6. Schedule 6 - Report Ƶ: Ƶ for regular service level reporting
7. Appendix A - Escalation Matrix: Contact details and procedures for issue escalation
8. Appendix B - Service Location Details: Details of service delivery locations and applicable requirements
Relevant legal definitions
Clauses
Relevant Industries
Information Technology
Telecommunications
Cloud Services
Software Development
Managed Services
Financial Services
Healthcare Technology
Manufacturing
Professional Services
E-commerce
Data Center Operations
Business Process Outsourcing
Relevant Teams
Legal
Operations
Service Delivery
Technical Support
Customer Success
Compliance
Contract Management
Quality Assurance
Performance Management
Risk Management
Commercial
Account Management
Relevant Roles
Service Delivery Manager
Contract Manager
IT Director
Chief Technology Officer
Operations Manager
Account Manager
Legal Counsel
Compliance Officer
Technical Support Manager
Quality Assurance Manager
Customer Success Manager
Service Operations Director
Performance Analytics Manager
Risk Manager
Commercial Director
Find the exact document you need
Customer Slas
Swiss-law governed Service Level Agreement defining service standards, metrics, and remedies for customer service delivery.
find out more
SLA Security
A Swiss law-governed Security Service Level Agreement defining security service commitments, performance metrics, and compliance requirements between service provider and client.
find out more
Cloud SLA
Swiss-law governed Cloud Service Level Agreement defining service standards, performance metrics, and compliance requirements for cloud service delivery.
find out more
Sla (Retail)
Swiss law-compliant Service Level Agreement template for retail operations, defining service standards and performance metrics.
find out more
SLA Request
A Swiss-law governed document for initiating and defining service level agreements, specifying performance metrics and compliance requirements under Swiss federal regulations.
find out more
SLA Fulfillment
A Swiss law-governed agreement defining service levels, performance metrics, and accountability measures between service providers and recipients.
find out more
SLA Administration
Swiss-law governed SLA Administration contract defining service level management procedures, metrics, and governance framework.
find out more
Default SLA
Swiss law-governed Service Level Agreement defining service performance metrics, monitoring, and remedies between provider and client.
find out more
Basic SLA
A Swiss law-governed Basic Service Level Agreement defining service standards and performance metrics between provider and customer.
find out more
Incident Resolution Time SLA
Swiss law-governed service level agreement defining incident response and resolution time commitments for technical support services.
find out more
Ecommerce SLA
Swiss-law governed Service Level Agreement for e-commerce operations, defining performance standards and service requirements for online retail platforms.
find out more
SLA Site
A Swiss law-governed agreement defining service levels, performance metrics, and operational standards for services delivered at specific physical locations.
find out more
SLA Call
Swiss law-governed Service Level Agreement specifying performance standards and operational requirements for call center services.
find out more
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.
find out more
Improved SLA
An enhanced Service Level Agreement under Swiss law establishing detailed service commitments, performance metrics, and remedies.
find out more
SLA Production
A Swiss-law governed agreement defining service levels and performance standards for production and manufacturing services.
find out more
P1 Incident SLA
Swiss-law governed service level agreement for Priority 1 (P1) incidents, defining critical incident response requirements and obligations.
find out more
Maintenance SLA
Swiss law-governed Service Level Agreement for maintenance services, defining service standards and performance requirements under Swiss legal framework.
find out more
Simple SLA
A Swiss law-governed Service Level Agreement defining service standards, performance metrics, and remedies for service delivery.
find out more
SLA Uptime
Swiss law-governed Service Level Agreement specifying uptime commitments, measurements, and remedies for service availability.
find out more
Service Level Agreement Telecommunications
A Swiss-law governed agreement defining service levels and performance standards for telecommunications services, incorporating Swiss regulatory requirements.
find out more
Outsourcing SLA
Swiss law-governed service level agreement for outsourcing arrangements, incorporating Swiss regulatory requirements and market standards.
find out more
Normal SLA
A Swiss law-governed agreement defining service levels, performance metrics, and remedies between service provider and customer.
find out more
99.999 SLA
Swiss law-governed Service Level Agreement template for 99.999% availability commitment, suitable for mission-critical services.
find out more
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.
find out more
SLA Warehouse
A Swiss-law governed Service Level Agreement defining performance metrics and operational standards for warehouse services.
find out more
SLA Training
A Swiss law-governed agreement defining service levels and requirements for professional training services delivery.
find out more
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.
find out more
SLA Storage
A Swiss law-governed Service Level Agreement defining terms, conditions, and performance metrics for data storage services.
find out more
SLA Product Management
A Swiss law-governed Service Level Agreement defining product management services, performance standards, and delivery expectations between service provider and client.
find out more
SLA Level 1
A Swiss-law governed Level 1 Service Level Agreement defining premium service commitments, performance metrics, and remedies for critical business services.
find out more
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.
find out more
SLA Database
Swiss law-governed Service Level Agreement for database services, establishing performance metrics and compliance with Swiss data protection requirements.
find out more
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.
find out more
Shipping SLA
Swiss law-governed Service Level Agreement for shipping services, defining performance standards and obligations between shipping providers and customers.
find out more
Quality SLA
A Swiss-law governed agreement defining quality standards and performance metrics for service delivery, including measurement methods and remedies for non-compliance.
find out more
Latency SLA
A Swiss law-governed Service Level Agreement specifying latency commitments, measurement standards, and remedies for service level breaches.
find out more
Guaranteed SLA
A Swiss law-governed agreement establishing guaranteed service levels with specific performance metrics and compensation mechanisms for service delivery.
find out more
Finance SLA
A Swiss-law governed agreement defining performance standards and operational requirements for financial services, incorporating Swiss regulatory requirements and FINMA guidelines.
find out more
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.
find out more
ұԾ’s Security Promise
Genie is the safest place to draft. Here’s how we prioritise your privacy and security.
Your documents are private:
We do not train on your data; ұԾ’s 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)