Platform SLA Template for Switzerland

1. Disaster Recovery: Detailed disaster recovery and business continuity provisions, required for critical services

2. Third-Party Services: Provisions regarding third-party service providers and subcontractors, needed if external services are part of the platform

3. Professional Services: Additional terms for professional services like implementation or customization, if offered

4. Change Management: Procedures for service modifications and upgrades, important for complex platform services

5. Compliance Requirements: Specific regulatory compliance obligations, necessary for regulated industries

6. Training and Support Materials: Terms regarding provision of training and documentation, relevant for complex platforms

7. Exit Assistance: Terms for transition assistance upon termination, important for business-critical services

1. Schedule 1 - Service Level Metrics: Detailed technical specifications of service levels and measurement methodologies

2. Schedule 2 - Support Services Details: Comprehensive support procedures, including contact details and escalation paths

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

4. Schedule 4 - Technical Requirements: Customer technical requirements and specifications for platform access

5. Schedule 5 - Security Standards: Detailed security protocols and requirements

6. Schedule 6 - Data Processing Agreement: Detailed data protection terms compliant with Swiss data protection law

7. Schedule 7 - Service Locations: Details of service delivery locations and applicable jurisdictional requirements

8. Appendix A - Incident Response Plan: Procedures for handling service incidents and major outages

9. Appendix B - Authorized Users: Template for designation of authorized platform users and access levels