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1. Parties: Identification of the service provider and customer, including their full legal names, addresses, and commercial registration details as per Saudi requirements
2. Background: Context of the agreement, relationship between parties, and general purpose of the services
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, including scope and general service parameters
5. Service Level Requirements: Detailed specification of service levels, performance metrics, and measurement methodologies
6. Service Monitoring and Reporting: Procedures for monitoring service performance and generating reports
7. Response and Resolution Times: Specified timeframes for responding to and resolving service issues
8. Performance Credits and Penalties: Compensation mechanism for service level failures and calculation methods
9. Data Protection and Security: Security requirements, data handling procedures, and compliance with Saudi data protection laws
10. Business Continuity and Disaster Recovery: Procedures for ensuring service continuity and recovery from disruptions
11. Governance and Escalation: Management structure, communication protocols, and issue escalation procedures
12. Termination: Conditions and procedures for agreement termination, including notice periods
13. General Terms: Standard legal provisions including governing law, jurisdiction, and dispute resolution mechanisms
1. Language Requirements: Section specifying Arabic translation requirements and controlling language - include when services are provided within Saudi Arabia
2. Local Content Requirements: Details of local content and Saudization requirements - include when services involve local delivery components
3. Islamic Finance Compliance: Specific provisions ensuring compliance with Sharia principles - include when financial services are involved
4. Cloud Services Specific Terms: Additional terms for cloud-based services - include when cloud services are part of the offering
5. Hardware and Infrastructure: Specifications for physical infrastructure - include when hardware or physical infrastructure is part of the service
6. Training and Knowledge Transfer: Requirements for training local staff - include when knowledge transfer is part of the service scope
7. Intellectual Property Rights: Detailed IP provisions - include when service involves creation or licensing of intellectual property
1. Service Description Schedule: Detailed technical specifications of all services covered under the agreement
2. Service Level Metrics Schedule: Detailed metrics, measurement methods, and reporting requirements for each service level
3. Pricing and Credits Schedule: Detailed pricing structure, payment terms, and service credit calculations
4. Security Requirements Schedule: Comprehensive security protocols and compliance requirements
5. Operational Procedures Schedule: Detailed procedures for day-to-day service operation and management
6. Contact Matrix: Key contacts and escalation paths for both parties
7. Technical Infrastructure Schedule: Details of technical infrastructure and system requirements
8. Business Continuity Plan: Detailed procedures for maintaining service continuity
9. Data Processing Agreement: Specific terms for handling personal and sensitive data in compliance with Saudi law
10. Exit Management Plan: Procedures and requirements for service termination and transition
Information Technology
Telecommunications
Financial Services
Healthcare
Government Services
Manufacturing
Energy
Professional Services
E-commerce
Education
Transportation and Logistics
Legal
Information Technology
Service Delivery
Operations
Procurement
Compliance
Risk Management
Information Security
Vendor Management
Contract Administration
Technical Support
Business Operations
Chief Information Officer
IT Director
Service Delivery Manager
Contract Manager
Legal Counsel
Compliance Officer
Operations Manager
Technical Account Manager
Procurement Manager
Risk Manager
Chief Technology Officer
Vendor Management Officer
Information Security Manager
Business Relationship Manager
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