Basic SLA Template for Switzerland

1. Data Protection: Detailed data handling and protection provisions, required if personal data is processed as part of the services

2. Disaster Recovery: Disaster recovery and business continuity procedures, recommended for critical services

3. Change Management: Procedures for implementing changes to services or service levels, recommended for complex service relationships

4. Audit Rights: Customer's rights to audit service provider's performance and compliance, important for regulated industries

5. Insurance: Insurance requirements and coverage details, recommended for high-value or high-risk services

6. Subcontractors: Rules and restrictions regarding the use of subcontractors, important if service provider may delegate services

7. Exit Management: Detailed procedures for service transition upon termination, important for complex or critical services

1. Schedule 1 - Service Descriptions: Detailed technical specifications of all services covered by the agreement

2. Schedule 2 - Service Level Metrics: Detailed performance metrics, measurement methodologies, and reporting requirements

3. Schedule 3 - Fee Schedule: Detailed pricing, payment terms, and service credit calculations

4. Schedule 4 - Support Procedures: Detailed support processes, contact information, and escalation procedures

5. Schedule 5 - Technical Requirements: Technical specifications and requirements for service delivery

6. Appendix A - Service Report Template: Template for regular service level reporting

7. Appendix B - Incident Response Form: Standard form for reporting and tracking service incidents