This Default SLA template is designed for use in the Saudi Arabian market where service agreements must comply with both Sharia principles and modern commercial regulations. The document is particularly relevant when establishing formal service commitments between providers and customers, whether for technology services, professional services, or managed services. It includes essential elements required by Saudi law while incorporating international best practices in service level management. The Default SLA template provides a comprehensive framework for defining service standards, measuring performance, and managing service delivery, with specific attention to local legal requirements such as the Electronic Transactions Law and Commercial Courts Law. It's structured to be adaptable across various service types while maintaining compliance with Saudi Arabian regulatory requirements and business practices.
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1. Parties: Identification and details of the service provider and customer, including their authorized representatives
2. Background: Context of the agreement and the business relationship between the parties
3. Definitions: Detailed definitions of technical terms, service metrics, and other key terms used throughout the agreement
4. Services Description: Comprehensive description of services to be provided, including scope and delivery methods
5. Service Levels: Detailed performance metrics, measurement methods, and minimum acceptable service levels
6. Service Credits: Compensation mechanism for service level failures, including calculation methods and claims process
7. Response and Resolution Times: Timeframes for addressing service issues, including priority levels and escalation procedures
8. Monitoring and Reporting: Methods and frequency of service level monitoring and reporting requirements
9. Customer Obligations: Requirements and responsibilities of the customer to enable service delivery
10. Term and Termination: Duration of the agreement, renewal terms, and termination conditions
11. Payment Terms: Service fees, payment schedule, and related financial terms
12. Governing Law and Jurisdiction: Specification of Saudi law as governing law and relevant jurisdiction for dispute resolution
1. Data Protection and Privacy: Specific provisions for handling personal and sensitive data, required when services involve data processing
2. Disaster Recovery: Procedures for service continuity in case of major disruptions, relevant for critical services
3. Security Requirements: Specific security measures and compliance requirements, important for IT or sensitive services
4. Change Management: Procedures for implementing service changes, relevant for complex or evolving services
5. Subcontractors: Terms governing the use of subcontractors, needed when service provider uses third parties
6. Service Credits Cap: Limitations on total service credits payable, relevant for high-value agreements
7. Force Majeure: Provisions for circumstances beyond reasonable control, important in volatile environments
1. Schedule 1 - Service Specifications: Detailed technical specifications of services and delivery methods
2. Schedule 2 - Service Level Metrics: Detailed measurement criteria and targets for each service level
3. Schedule 3 - Fee Schedule: Detailed breakdown of fees, pricing structure, and payment terms
4. Schedule 4 - Service Credit Calculations: Detailed methodology for calculating service credits and penalties
5. Schedule 5 - Escalation Matrix: Contact details and procedures for different levels of issue escalation
6. Appendix A - Technical Requirements: Customer's technical requirements and specifications
7. Appendix B - Report Templates: Standard formats for service level reporting and monitoring
Authors
Relevant legal definitions
Clauses
Relevant Industries
Information Technology
Telecommunications
Professional Services
Cloud Services
Managed Services
Healthcare
Financial Services
Manufacturing
Logistics
Facilities Management
Business Process Outsourcing
Education
Relevant Teams
Legal
Information Technology
Operations
Procurement
Compliance
Service Delivery
Quality Assurance
Contract Management
Vendor Management
Risk Management
Technical Support
Customer Success
Relevant Roles
Chief Information Officer
Service Delivery Manager
Contract Manager
Operations Director
IT Manager
Procurement Manager
Legal Counsel
Compliance Officer
Quality Assurance Manager
Technical Support Manager
Account Manager
Project Manager
Vendor Management Officer
Risk Manager
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