This Incident Resolution Time SLA is designed for use in situations where precise response and resolution times for technical incidents need to be contractually established between service providers and their clients under Swiss law. The document provides a comprehensive framework for managing incident response expectations, including detailed definitions of incident categories, specific time commitments for both response and resolution, measurement methodologies, and service credit mechanisms for missed targets. It is particularly relevant for ongoing service relationships where system availability and quick incident resolution are critical to business operations. The agreement incorporates Swiss legal requirements while maintaining practical applicability for IT service management, including necessary provisions for data protection, security requirements, and force majeure situations. This document is essential for establishing clear accountability and performance metrics in technical support services while ensuring legal compliance in the Swiss jurisdiction.
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1. Parties: Identification of service provider and customer, including registered addresses and authorized representatives
2. Background: Context of the agreement and brief description of the services being provided
3. Definitions: Definitions of key terms including incident categories, resolution time, response time, and other technical terms
4. Service Levels: Detailed description of incident categories and corresponding response and resolution times
5. Incident Management Process: Step-by-step process for incident reporting, escalation, and resolution
6. Performance Measurement: Methods for measuring and calculating response times and resolution performance
7. Service Credits: Calculation and application of service credits for missed SLAs
8. Reporting: Frequency and content of SLA performance reports
9. Customer Obligations: Customer responsibilities in incident reporting and resolution process
10. Force Majeure: Circumstances exempt from SLA requirements, aligned with Swiss law
11. Term and Termination: Duration of the SLA and conditions for termination
12. Governing Law and Jurisdiction: Confirmation of Swiss law application and jurisdiction
1. Data Protection: Required if incident management involves personal data processing, ensuring compliance with FADP
2. Security Requirements: Added for high-security environments or financial sector clients
3. Business Continuity: Include for critical services requiring disaster recovery provisions
4. Regulatory Compliance: Required for regulated industries like financial services or healthcare
5. Third-Party Service Providers: Include if subcontractors are involved in incident resolution
6. Insurance Requirements: Add for high-value or high-risk services
7. Change Management: Include if regular updates to SLA metrics or processes are anticipated
1. Schedule 1 - Incident Categories and Response Times: Detailed matrix of incident categories, priority levels, and corresponding response/resolution times
2. Schedule 2 - Service Credit Calculations: Detailed formulas and examples for calculating service credits
3. Schedule 3 - Incident Management Procedures: Detailed technical procedures for incident handling and escalation
4. Schedule 4 - Contact Details and Escalation Matrix: Contact information for key personnel and escalation procedures
5. Schedule 5 - Report Templates: Standard formats for incident reports and SLA performance reports
6. Schedule 6 - Technical Environment: Description of systems and services covered by the SLA
7. Appendix A - Incident Report Form: Standard form for reporting incidents
8. Appendix B - Performance Calculation Examples: Examples illustrating SLA calculation methods
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