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Master Service Level Agreement for Switzerland

Master Service Level Agreement Template for Switzerland

A Master Service Level Agreement governed by Swiss law that establishes a comprehensive framework for the delivery of services between a service provider and a customer. This agreement sets forth the terms and conditions governing the service relationship, including detailed service levels, performance metrics, data protection requirements in accordance with Swiss regulations, and risk allocation. The document incorporates Swiss legal requirements, particularly those from the Code of Obligations and Federal Act on Data Protection, while providing flexibility for international service delivery. It includes provisions for measurement, reporting, and remediation of service performance, along with clear delineation of responsibilities and obligations of all parties involved.

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What is a Master Service Level Agreement?

This Master Service Level Agreement template is designed for use in the Swiss legal context, providing a robust framework for service relationships between providers and their enterprise customers. It is particularly suited for ongoing service arrangements that require detailed performance metrics, clear accountability, and comprehensive risk management. The agreement incorporates key requirements of Swiss law, including provisions from the Code of Obligations and Federal Act on Data Protection, while maintaining flexibility for international service delivery. This document type is essential when establishing long-term service relationships that require precise service level commitments, performance measurement mechanisms, and clear remediation processes. It includes comprehensive provisions for data protection, confidentiality, and intellectual property rights, making it suitable for complex service arrangements across various industries. The MSLA structure allows for multiple underlying service orders or statements of work while maintaining consistent governance and operational frameworks.

What sections should be included in a Master Service Level Agreement?

1. Parties: Identification and details of the contracting parties

2. Background: Context of the agreement and business relationship

3. Definitions and Interpretation: Defined terms and rules of interpretation

4. Services Overview: High-level description of services to be provided

5. Service Levels and Performance Standards: Detailed service level commitments and measurement criteria

6. Performance Monitoring and Reporting: Methods and frequency of performance measurement and reporting

7. Service Credits and Penalties: Consequences of failing to meet service levels

8. Customer Obligations: Requirements and responsibilities of the customer

9. Charges and Payment Terms: Pricing, payment terms, and invoicing procedures

10. Data Protection and Security: Obligations regarding data handling and security measures

11. Intellectual Property Rights: Ownership and usage rights of IP

12. Confidentiality: Protection of confidential information

13. Liability and Indemnification: Limitation of liability and indemnification obligations

14. Term and Termination: Duration, renewal, and termination provisions

15. Force Majeure: Events excusing performance

16. Governing Law and Jurisdiction: Swiss law application and dispute resolution

17. General Provisions: Standard boilerplate clauses

What sections are optional to include in a Master Service Level Agreement?

1. Business Continuity and Disaster Recovery: Required for critical services or when business continuity is essential

2. Change Control Procedure: Include when services are likely to require regular modifications

3. Transition and Exit Management: Important for complex services or when service transfer is likely

4. Regulatory Compliance: Required for regulated industries or services

5. Subcontracting: Include when supplier may use subcontractors

6. Insurance Requirements: Include for high-risk services or when required by corporate policy

7. Environmental and Social Responsibility: Include when sustainability or social responsibility is important

8. Parent Company Guarantee: Include when financial security is required

What schedules should be included in a Master Service Level Agreement?

1. Schedule 1 - Service Descriptions: Detailed specifications of each service to be provided

2. Schedule 2 - Service Levels and KPIs: Detailed performance metrics and measurement methodologies

3. Schedule 3 - Charges: Detailed pricing structure and payment terms

4. Schedule 4 - Customer Dependencies: Detailed customer obligations and requirements

5. Schedule 5 - Technical Requirements: Technical specifications and requirements

6. Schedule 6 - Security Requirements: Detailed security protocols and requirements

7. Schedule 7 - Data Processing Agreement: Detailed data protection terms compliant with Swiss FADP

8. Schedule 8 - Change Control Procedure: Detailed process for managing changes

9. Appendix A - Authorized Personnel: List of key personnel and contacts

10. Appendix B - Forms and Templates: Standard forms for reporting and communications

Authors

Alex Denne

Head of Growth (Open Source Law) @ Ƶ | 3 x UCL-Certified in Contract Law & Drafting | 4+ Years Managing 1M+ Legal Documents | Serial Founder & Legal AI Author

Jurisdiction

Switzerland

Publisher

Ƶ

Cost

Free to use
Relevant legal definitions



















































Clauses











































Relevant Industries

Information Technology

Professional Services

Financial Services

Healthcare

Telecommunications

Cloud Services

Manufacturing

Logistics and Supply Chain

Consulting

Business Process Outsourcing

Software Development

Data Center Services

Relevant Teams

Legal

Procurement

Operations

Information Technology

Compliance

Risk Management

Commercial

Service Delivery

Account Management

Project Management

Information Security

Data Protection

Relevant Roles

General Counsel

Legal Director

Contracts Manager

Procurement Manager

Operations Director

Chief Information Officer

IT Director

Service Delivery Manager

Commercial Director

Risk Manager

Compliance Officer

Data Protection Officer

Account Manager

Project Manager

Chief Technology Officer

Chief Operating Officer

Industries







Teams

Employer, Employee, Start Date, Job Title, Department, Location, Probationary Period, Notice Period, Salary, Overtime, Vacation Pay, Statutory Holidays, Benefits, Bonus, Expenses, Working Hours, Rest Breaks,  Leaves of Absence, Confidentiality, Intellectual Property, Non-Solicitation, Non-Competition, Code of Conduct, Termination,  Severance Pay, Governing Law, Entire Agreemen

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