Managed Services Service Level Agreement Template for Switzerland

1. Transition Services: Required when there is a transition period from existing services or providers

2. Hardware and Software Requirements: Include when specific customer equipment or software is required for service delivery

3. Personnel and Key Staff: Necessary when specific staff or roles are critical to service delivery

4. Intellectual Property Rights: Required when services involve development or use of intellectual property

5. Regulatory Compliance: Include for regulated industries or when specific compliance requirements apply

6. Third-Party Service Providers: Required when subcontractors or third-party services are part of service delivery

7. Knowledge Transfer: Include when training or knowledge sharing is part of the service scope

8. Exit Management: Required for complex services requiring detailed termination and transition-out procedures

1. Schedule 1 - Service Descriptions: Detailed technical specifications of all managed services

2. Schedule 2 - Service Level Specifications: Detailed metrics, measurement methods, and targets for each service level

3. Schedule 3 - Pricing and Fee Structure: Detailed pricing information, including service credits calculation methods

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

5. Schedule 5 - Security Requirements: Specific security measures, protocols, and compliance requirements

6. Schedule 6 - Data Processing Agreement: Detailed terms for data processing in compliance with Swiss data protection laws

7. Schedule 7 - Business Continuity Plan: Detailed procedures for maintaining service continuity

8. Schedule 8 - Change Request Template: Standard forms and procedures for requesting service changes

9. Appendix A - Technical Environment: Description of the technical infrastructure and environment

10. Appendix B - Contact Matrix: List of key contacts and responsible personnel from both parties