The Data Center Service Level Agreement serves as a crucial legal framework for organizations requiring professional data center services in Saudi Arabia. This document is essential when establishing a formal relationship between a data center service provider and a customer organization, detailing specific service levels, performance metrics, and compliance requirements. It addresses the complex technical and regulatory landscape of Saudi Arabia, including compliance with the Cloud Computing Regulatory Framework, data protection laws, and cybersecurity regulations. The agreement is particularly important given Saudi Arabia's digital transformation initiatives and the increasing demand for reliable data center services across various sectors. It provides comprehensive coverage of operational standards, security measures, and service level commitments while ensuring alignment with local legal requirements and industry best practices.
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1. Parties: Identification of the data center service provider and the customer, including their legal entities and authorized representatives
2. Background: Context of the agreement, brief description of the services, and the purpose of the SLA
3. Definitions: Detailed definitions of technical terms, service metrics, and other key terminology used throughout the agreement
4. Service Description: Comprehensive description of data center services, including facility specifications, infrastructure, and basic service offerings
5. Service Levels: Detailed performance metrics, including uptime guarantees, power availability, cooling efficiency, and response times
6. Monitoring and Reporting: Procedures for monitoring service levels, generating reports, and performance measurement methodologies
7. Security Requirements: Physical and cyber security measures, compliance with Saudi cybersecurity regulations, and security incident handling
8. Data Protection and Privacy: Compliance with Saudi data protection laws, data handling procedures, and privacy safeguards
9. Service Credits and Penalties: Compensation mechanism for service level failures and calculation of service credits
10. Payment Terms: Pricing, payment schedule, and billing procedures
11. Term and Termination: Duration of agreement, renewal terms, and termination conditions
12. Force Majeure: Circumstances beyond reasonable control and their impact on service delivery
13. Governing Law and Jurisdiction: Application of Saudi Arabian law and jurisdiction for dispute resolution
1. Data Migration Services: Terms for data migration services if customer requires assistance in moving data to/from the facility
2. Remote Hands Services: Terms for on-site technical support services when customer cannot access the facility
3. Cross-Connect Services: Terms for providing connections between customer equipment and telecommunications providers
4. Disaster Recovery: Additional terms for disaster recovery services if offered
5. Environmental Compliance: Specific terms regarding environmental standards and green energy usage
6. Multi-Site Services: Terms for services across multiple data center locations
7. Custom SLA Requirements: Additional service levels for customers with specific performance requirements
1. Schedule 1 - Service Level Specifications: Detailed technical specifications of all service levels and measurement methodologies
2. Schedule 2 - Pricing and Service Credits: Detailed pricing structure and service credit calculations
3. Schedule 3 - Security Protocols: Detailed security procedures, access controls, and compliance requirements
4. Schedule 4 - Operational Procedures: Day-to-day operational procedures, maintenance windows, and change management processes
5. Schedule 5 - Technical Infrastructure: Detailed specifications of data center infrastructure and equipment
6. Schedule 6 - Incident Management Procedures: Procedures for handling and escalating service incidents
7. Schedule 7 - Compliance Requirements: Detailed compliance requirements under Saudi regulations
8. Appendix A - Contact Information: List of key contacts and escalation procedures
9. Appendix B - Reporting Templates: Standard templates for service level reporting and incident reports
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