The Service Level Guarantee (SLG) is essential for business relationships where specific service performance standards must be maintained and measured. This document type is commonly used in Switzerland and follows Swiss legal requirements, particularly the Code of Obligations' provisions regarding service contracts. It is typically implemented when parties need to establish clear, measurable service standards with specific consequences for non-compliance. The SLG provides detailed technical specifications, measurement methodologies, reporting requirements, and remedy mechanisms, making it particularly valuable for technology services, professional services, and other sectors where service quality is critical. The document helps manage expectations, reduce disputes, and ensure service delivery aligns with agreed standards while providing clear recourse if standards are not met.
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1. Parties: Identification of the service provider and service recipient, including full legal names and addresses
2. Background: Context of the agreement and relationship between the parties
3. Definitions: Detailed definitions of technical terms, service metrics, and key concepts used throughout the document
4. Service Description: Detailed description of the services covered by the guarantee
5. Service Levels: Specific, measurable performance standards and metrics that the service provider commits to maintain
6. Measurement and Monitoring: Methods and procedures for measuring and monitoring service level performance
7. Reporting: Frequency and format of service level performance reports
8. Service Credits and Remedies: Compensation or remedies available when service levels are not met
9. Force Majeure: Circumstances under which the service provider is excused from meeting the guaranteed service levels
10. Term and Termination: Duration of the guarantee and conditions for termination
11. Governing Law and Jurisdiction: Confirmation of Swiss law application and jurisdiction for disputes
1. Security Requirements: Specific security standards and requirements, particularly relevant for IT services or data handling
2. Disaster Recovery: Procedures and commitments for service restoration after major incidents, relevant for critical services
3. Data Protection: Specific provisions for handling personal or sensitive data, required if service involves data processing
4. Change Management: Procedures for implementing changes to services or service levels, useful for complex or evolving services
5. Escalation Procedures: Detailed procedures for escalating service issues, important for critical services
6. Subcontractors: Terms governing the use of subcontractors, relevant if service provider uses third parties
7. Insurance Requirements: Specific insurance coverage requirements, important for high-risk or high-value services
1. Service Level Metrics: Detailed technical specifications of service levels and performance metrics
2. Service Credit Calculation: Detailed methodology for calculating service credits or other remedies
3. Reporting Ƶ: Standard formats for service level reporting
4. Contact Details: List of key contacts and escalation points for both parties
5. Technical Requirements: Detailed technical specifications and requirements for service delivery
6. Excluded Events: Comprehensive list of events and circumstances excluded from service level calculations
7. Service Hours and Support Levels: Detailed breakdown of service hours, support availability, and response times
Authors
Relevant legal definitions
Clauses
Relevant Industries
Information Technology
Telecommunications
Cloud Services
Professional Services
Financial Services
Healthcare
Manufacturing
Logistics and Supply Chain
Facilities Management
Business Process Outsourcing
Relevant Teams
Legal
Operations
Information Technology
Procurement
Compliance
Risk Management
Quality Assurance
Service Delivery
Technical Support
Commercial
Contract Management
Relevant Roles
Chief Technology Officer
Operations Director
Service Delivery Manager
Contract Manager
Legal Counsel
Compliance Officer
Quality Assurance Manager
Technical Service Manager
Procurement Manager
Risk Manager
IT Director
Commercial Director
Business Development Manager
Project Manager
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