This Minimum Service Level Agreement template is designed for use in service delivery relationships governed by Swiss law. It is particularly relevant when organizations need to establish clear, measurable standards for service delivery and performance accountability. The document typically comes into play when engaging external service providers or establishing internal service delivery frameworks, requiring detailed specification of service levels, measurement criteria, and consequences for non-performance. The agreement addresses key aspects required under Swiss law, including clear definition of obligations, performance metrics, and remedies, while ensuring compliance with Swiss contract law principles and data protection requirements. This template is especially useful for technology services, outsourcing arrangements, and managed services relationships where service quality and reliability are crucial to business operations.
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 and details of the service provider and service recipient, 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 technical terms, service metrics, and other key terms used throughout the agreement
4. Services Overview: High-level description of the services covered by the SLA
5. Service Level Commitments: Detailed specification of the minimum service levels, including availability, performance metrics, and response times
6. Service Measurement and Reporting: Methods and procedures for measuring service levels and reporting frequency
7. Problem Management: Procedures for identifying, reporting, and resolving service issues
8. Service Credits and Penalties: Compensation mechanism for service level failures and calculation methods
9. Force Majeure: Circumstances under which service level obligations may be suspended
10. Term and Termination: Duration of the agreement and conditions for termination
11. Governing Law and Jurisdiction: Confirmation of Swiss law application and jurisdiction for dispute resolution
1. Data Protection and Privacy: Required when services involve processing of personal data or confidential information
2. Business Continuity: Include when service availability is critical and disaster recovery procedures need to be specified
3. Security Requirements: Necessary for services involving IT systems or sensitive data
4. Subcontractors: Include when the service provider may use third-party service providers
5. Insurance Requirements: Add for high-risk or high-value services
6. Change Management: Include when service specifications or requirements may need future modification
7. Audit Rights: Important for regulated industries or when compliance verification is necessary
1. Schedule 1 - Service Specifications: Detailed technical specifications of the services
2. Schedule 2 - Service Level Metrics: Detailed metrics, formulas, and measurement methods for each service level
3. Schedule 3 - Fee Schedule: Pricing, payment terms, and service credit calculations
4. Schedule 4 - Escalation Procedures: Contact details and procedures for problem escalation
5. Schedule 5 - Report Ƶ: Standard formats for service level reporting
6. Appendix A - Technical Requirements: Technical specifications and requirements for service delivery
7. Appendix B - Service Hours and Support Levels: Operating hours, support availability, and response time commitments
Authors
Relevant legal definitions
Clauses
Relevant Industries
Information Technology
Telecommunications
Cloud Services
Software as a Service
Managed Services
Healthcare Technology
Financial Services
Professional Services
Manufacturing
Logistics and Supply Chain
Data Center Operations
Business Process Outsourcing
Relevant Teams
Legal
Information Technology
Operations
Procurement
Vendor Management
Service Delivery
Compliance
Risk Management
Quality Assurance
Technical Support
Contract Administration
Relevant Roles
Chief Technology Officer
IT Director
Service Delivery Manager
Operations Manager
Contract Manager
Procurement Manager
Legal Counsel
Compliance Officer
Technical Account Manager
Chief Information Officer
Vendor Management Director
Quality Assurance Manager
Service Operations Director
Business Relationship Manager
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)