The Easy SLA template is specifically designed for businesses operating in the United Arab Emirates who need a straightforward yet comprehensive service level agreement. This document type is particularly useful for companies providing standardized services that require clear performance metrics and service standards. The template ensures compliance with UAE Federal Laws while maintaining accessibility and ease of use. It's ideal for scenarios where parties need to establish clear service expectations, measurement criteria, and remedial actions without the complexity of more elaborate SLA structures. The Easy SLA includes essential elements such as performance metrics, reporting requirements, and service credits, while remaining adaptable to various service types and industry needs within the UAE legal framework.
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1. Parties: Identification of the service provider and customer, including full legal names and registered addresses
2. Background: Brief context of the agreement and the business relationship between the parties
3. Definitions: Clear definitions of technical terms, service metrics, and other key terms used throughout the agreement
4. Services Overview: High-level description of the services to be provided
5. Service Level Metrics: Specific, measurable performance targets and service levels that the provider commits to achieve
6. Measurement and Reporting: Methods and frequency of measuring and reporting service performance
7. Service Credits: Compensation mechanism for failure to meet agreed service levels
8. Support and Response Times: Details of support services and guaranteed response times for different incident priorities
9. Term and Termination: Duration of the agreement and conditions for termination
10. Payment Terms: Fees, payment schedule, and any penalties or adjustments based on service performance
11. Governing Law and Jurisdiction: Specification of UAE law as governing law and jurisdiction for dispute resolution
1. Data Protection and Privacy: Required when services involve processing personal data or sensitive information
2. Disaster Recovery: Needed for critical services requiring business continuity planning
3. Security Requirements: Important for services involving IT systems or sensitive data
4. Change Management: Useful for services that may require modifications during the contract term
5. Force Majeure: Optional but recommended for protection against unforeseen circumstances
6. Intellectual Property Rights: Required when services involve creation or use of intellectual property
7. Subcontracting: Necessary when provider may need to engage third-party service providers
1. Schedule 1 - Service Descriptions: Detailed technical specifications of all services covered by the agreement
2. Schedule 2 - Service Level Specifications: Detailed metrics, thresholds, and measurement methodologies for each service level
3. Schedule 3 - Fee Schedule: Detailed breakdown of fees, pricing models, and payment terms
4. Schedule 4 - Support Procedures: Detailed support processes, escalation procedures, and contact information
5. Schedule 5 - Service Credits Calculation: Detailed methodology for calculating service credits and penalties
6. Appendix A - Technical Requirements: Specific technical requirements and specifications for service delivery
7. Appendix B - Reporting Templates: Standard templates for service level reporting and performance measurement
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