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The Customer Service Agreement is essential for businesses operating in Saudi Arabia that provide customer service as part of their operations. This document is designed to comply with Saudi Arabian commercial law and Shariah principles, making it suitable for both domestic and international companies operating in the Kingdom. It should be used when establishing a formal customer service relationship, whether for ongoing support, maintenance, or specific service provisions. The agreement includes crucial elements such as service level commitments, performance metrics, data protection measures, and compliance with local regulations. It's particularly important in sectors where customer service quality is critical to business operations and where clear service standards need to be established and maintained. The document helps protect both parties' interests while ensuring transparency and accountability in service delivery.

1. Parties: Identification of the service provider and customer, including full legal names and contact details

2. Background: Context of the agreement and brief description of the business relationship

3. Definitions: Detailed definitions of terms used throughout the agreement

4. Scope of Services: Comprehensive description of the customer services to be provided

5. Service Provider Obligations: Detailed responsibilities and commitments of the service provider

6. Customer Obligations: Responsibilities and requirements of the customer

7. Service Levels: Performance standards and metrics for service delivery

8. Fees and Payment Terms: Pricing, payment schedule, and payment methods

9. Term and Termination: Duration of agreement and conditions for termination

10. Confidentiality: Protection of confidential information and trade secrets

11. Data Protection: Compliance with Saudi data protection laws and data handling procedures

12. Intellectual Property: Ownership and usage rights of intellectual property

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

14. Force Majeure: Provisions for unforeseen circumstances preventing performance

15. Governing Law and Jurisdiction: Application of Saudi law and jurisdiction for dispute resolution

16. General Provisions: Standard boilerplate clauses including notices, amendments, and assignment