This IT Outsourcing Service Level Agreement template is designed for use in Qatar, providing a comprehensive framework for organizations seeking to outsource their IT services while ensuring compliance with local laws and regulations. The document is essential for establishing clear performance metrics, service standards, and operational procedures between service providers and clients. It incorporates requirements from Qatar's Data Protection Law (No. 27 of 2019), Cybercrime Prevention Law (No. 14 of 2014), and Electronic Commerce and Transactions Law (No. 16 of 2010). The agreement is particularly relevant in Qatar's rapidly developing technology sector and is structured to address both traditional IT services and emerging technologies while maintaining alignment with Qatar's National Vision 2030 objectives for technological advancement.
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1. Parties: Identification of the service provider and client, including their legal details and registered addresses
2. Background: Context of the agreement and brief description of the services to be provided
3. Definitions: Detailed definitions of technical terms, service-related terminology, and contract-specific phrases
4. Scope of Services: Detailed description of IT services to be provided, including core deliverables and responsibilities
5. Service Levels: Specific, measurable performance standards and metrics for each service component
6. Performance Monitoring: Methods and tools for measuring and reporting service level achievement
7. Service Credits and Penalties: Compensation mechanism for service level failures and calculation methods
8. Data Protection and Security: Obligations regarding data handling, security measures, and compliance with Qatar's data protection laws
9. Governance and Reporting: Management structure, meeting cadence, and reporting requirements
10. Charges and Payment: Pricing, payment terms, and invoicing procedures
11. Term and Termination: Contract duration, renewal terms, and termination conditions
12. Transition and Exit: Requirements for service commencement and termination transition
13. Liability and Indemnification: Limitation of liability and indemnification obligations
14. Force Majeure: Provisions for unforeseen circumstances and service interruptions
15. Confidentiality: Protection of confidential information and trade secrets
16. Dispute Resolution: Process for resolving disputes under Qatar law
17. General Provisions: Standard legal clauses including notices, amendments, and governing law
1. Business Continuity and Disaster Recovery: Required when services are critical to client operations, detailing recovery procedures and timelines
2. Change Management: Include when frequent service or technical changes are anticipated
3. Third-Party Contracts: Necessary when subcontractors or third-party service providers are involved
4. Knowledge Transfer: Important when significant technical knowledge transfer is required
5. Infrastructure Requirements: Include when specific client or provider infrastructure is crucial to service delivery
6. Staff and Personnel: Required when specific staffing requirements or qualifications are crucial
7. Intellectual Property Rights: Include when custom development or significant IP is involved in service delivery
8. Compliance with Industry Standards: Necessary for regulated industries or specific technical standards compliance
1. Schedule 1 - Service Descriptions: Detailed technical specifications of each service component
2. Schedule 2 - Service Level Specifications: Detailed metrics, measurement methods, and reporting requirements
3. Schedule 3 - Pricing and Charging Model: Detailed pricing breakdown, calculation methods, and payment schedules
4. Schedule 4 - Governance Procedures: Detailed procedures for service management and escalation
5. Schedule 5 - Security Requirements: Specific security controls, protocols, and compliance requirements
6. Schedule 6 - Data Processing Agreement: Detailed data handling procedures compliant with Qatar's data protection laws
7. Schedule 7 - Technical Infrastructure: Specifications of technical infrastructure and requirements
8. Schedule 8 - Business Continuity Plan: Detailed disaster recovery and business continuity procedures
9. Appendix A - Key Personnel: List of key staff and their roles from both parties
10. Appendix B - Required Reports: Templates and specifications for all required service reports
11. Appendix C - Transition Plan: Detailed timeline and responsibilities for service transition
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