This External SLA template is designed for use in the Saudi Arabian market where a formal agreement is needed to govern the delivery of services by an external provider. The document is particularly relevant in situations requiring clear definition of service expectations, performance metrics, and accountability mechanisms. It incorporates key requirements of Saudi Arabian commercial law, including the Law of Commercial Courts (2020), relevant cybersecurity regulations, and data protection requirements. The External SLA includes essential provisions for service delivery standards, monitoring procedures, remedy mechanisms, and reporting requirements, while maintaining alignment with local business practices and regulatory frameworks. This template is structured to accommodate various service types while ensuring compliance with Saudi Arabian legal requirements and, where necessary, Shariah principles.
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1. Parties: Identification of service provider and customer, including full legal names, registration numbers, and addresses
2. Background: Context of the agreement, brief description of services, and purpose of the SLA
3. Definitions: Detailed definitions of technical terms, service metrics, and key concepts used throughout the agreement
4. Services Overview: High-level description of services to be provided
5. Service Levels: Detailed performance metrics, measurement methods, and minimum acceptable service levels
6. Service Credits and Penalties: Compensation mechanism for service level failures and calculation methods
7. Monitoring and Reporting: Methods and frequency of service level measurement and reporting
8. Support and Response Times: Support levels, response times, and escalation procedures
9. Customer Obligations: Requirements and responsibilities of the customer
10. Force Majeure: Circumstances beyond reasonable control affecting service delivery
11. Term and Termination: Duration of agreement, renewal terms, and termination conditions
12. Governing Law and Jurisdiction: Specification of Saudi Arabian law and jurisdiction
1. Data Protection and Privacy: Required when services involve processing personal or sensitive data
2. Security Requirements: Needed when services involve IT systems or sensitive information
3. Business Continuity: Important for critical services requiring disaster recovery planning
4. Change Management: Relevant for services requiring frequent modifications or updates
5. Compliance with Shariah Law: Required when specific Islamic law compliance needs to be addressed
6. Third-Party Dependencies: Necessary when service delivery relies on third-party providers
7. Training and Knowledge Transfer: Important when service includes staff training or capability building
1. Service Description Schedule: Detailed technical specifications of services
2. Service Level Metrics Schedule: Detailed breakdown of all SLA metrics and measurement methodologies
3. Pricing and Service Credits Schedule: Detailed pricing structure and service credit calculations
4. Technical Requirements Schedule: Infrastructure and technical requirements for service delivery
5. Operational Procedures Schedule: Detailed procedures for day-to-day operations and support
6. Contact Matrix: Key contacts and escalation hierarchy for both parties
7. Report Templates: Standard formats for service level reporting
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