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This Cloud Service Level Agreement template is designed for use in Saudi Arabia when establishing formal service commitments between cloud service providers and their customers. It incorporates essential requirements from Saudi Arabia's Cloud Computing Regulatory Framework, Data Protection Law, and cybersecurity regulations, while ensuring alignment with Sharia principles. The document is particularly crucial for organizations deploying cloud services in Saudi Arabia, as it defines specific, measurable service levels, security standards, data protection requirements, and performance metrics. It includes provisions for service credits, incident response, support obligations, and compliance requirements, making it suitable for both public and private sector implementations. The agreement helps organizations maintain regulatory compliance while establishing clear expectations for service delivery and performance.

1. Parties: Identification of the cloud service provider and customer, including registration details and authorized representatives

2. Background: Context of the agreement and brief description of the cloud services to be provided

3. Definitions: Detailed definitions of technical terms, service metrics, and key concepts used throughout the agreement

4. Service Description: Detailed description of the cloud services, including technical specifications and service components

5. Service Levels: Specific, measurable performance metrics and standards for the cloud services

6. Service Credits and Penalties: Compensation mechanism for service level failures and calculation methods

7. Security Requirements: Security standards, protocols, and compliance requirements aligned with Saudi regulations

8. Data Protection: Data handling, privacy requirements, and compliance with Saudi data protection laws

9. Customer Obligations: Customer responsibilities, acceptable use policies, and compliance requirements

10. Provider Obligations: Provider commitments, support services, and maintenance obligations

11. Fees and Payment: Pricing structure, payment terms, and billing procedures

12. Term and Termination: Contract duration, renewal terms, and termination conditions

13. Liability and Indemnification: Limitation of liability, indemnification obligations, and risk allocation

14. Force Majeure: Circumstances excusing performance, including technical and natural events

15. Dispute Resolution: Dispute resolution procedures compliant with Saudi law and jurisdiction

16. General Provisions: Standard legal provisions including notices, amendments, and assignment rights