This High Availability SLA template is designed for use in the Saudi Arabian market where continuous service availability is crucial for business operations. It is particularly relevant for mission-critical services requiring uptime commitments of 99.9% or higher. The document incorporates essential elements of Saudi Arabian law, including electronic transactions regulations and Sharia compliance requirements, while addressing technical specifications, monitoring mechanisms, and remedy frameworks. This type of agreement is typically used when establishing service commitments for cloud services, data centers, telecommunications infrastructure, or critical enterprise applications where service disruptions could have significant business impact. The document includes comprehensive service level definitions, measurement methodologies, reporting requirements, and credit mechanisms for service level breaches.
Thank you! Your submission has been received!
Oops! Something went wrong while submitting the form.
Your data doesn't train Genie's AI
You keep IP ownership聽of your docs
1. Parties: Identification of the service provider and customer, including full legal names and registration details
2. Background: Context of the agreement and brief description of the services to be provided
3. Definitions: Detailed definitions of technical terms, service metrics, and key concepts used throughout the agreement
4. Service Levels: Detailed specifications of promised service levels, including availability percentages, performance metrics, and response times
5. Service Level Measurement: Methodology for measuring and monitoring service levels, including tools and reporting mechanisms
6. Service Credits and Penalties: Calculation and application of service credits or financial penalties for service level failures
7. Problem Resolution: Processes for identifying, reporting, and resolving service issues, including escalation procedures
8. Maintenance and Updates: Procedures for scheduled maintenance, updates, and system changes
9. Force Majeure: Circumstances beyond reasonable control that excuse performance, adapted to Saudi law requirements
10. Term and Termination: Duration of the agreement and conditions for termination
11. Governing Law and Jurisdiction: Confirmation of Saudi law application and dispute resolution procedures
1. Data Protection and Privacy: Required when service involves processing personal data or sensitive information
2. Disaster Recovery: Detailed recovery procedures, recommended for critical services
3. Security Requirements: Specific security measures and compliance requirements, essential for services handling sensitive data
4. Third-Party Dependencies: Include when service delivery depends on third-party providers
5. Customer Obligations: Specific requirements from customer side, necessary for complex technical implementations
6. Compliance with Islamic Principles: Detailed section on Sharia compliance, required for certain financial or sensitive services
7. Change Management: Procedures for requesting and implementing service changes, useful for dynamic service environments
1. Schedule 1 - Service Level Specifications: Detailed technical specifications of all service levels and performance metrics
2. Schedule 2 - Service Credit Calculations: Detailed formulas and examples for calculating service credits and penalties
3. Schedule 3 - Technical Infrastructure: Description of technical infrastructure and components covered by the SLA
4. Schedule 4 - Support Services: Detailed description of support services, including contact points and procedures
5. Schedule 5 - Reporting Templates: Standard templates for service level reporting and performance measurement
6. Schedule 6 - Escalation Matrix: Contact details and procedures for different levels of issue escalation
7. Appendix A - Compliance Certificates: Copies of relevant technical and regulatory compliance certificates
8. Appendix B - Testing Procedures: Detailed procedures for testing and validating service levels
Find the exact document you need
SLA Maintenance Contract
A Saudi Arabian law-governed agreement defining maintenance service levels, performance standards, and operational requirements between service provider and client.
Download
Team Slas
A Saudi Arabian law-compliant Service Level Agreement defining service standards and performance metrics between internal organizational teams.
Download
SLA Change Management
A Saudi Arabia-compliant framework for managing changes to Service Level Agreements, outlining procedures and requirements under local law.
Download
Sla (Retail)
A Saudi Arabia-compliant Service Level Agreement template for retail sector services, incorporating local legal requirements and Sharia principles.
Download
SLA Request
A formal request document for establishing service level agreements under Saudi Arabian law, outlining proposed service standards and performance requirements.
Download
Default SLA
Standard Service Level Agreement template compliant with Saudi Arabian law, defining service delivery standards and performance metrics.
Download
Ecommerce SLA
An E-commerce Service Level Agreement compliant with Saudi Arabian regulations and Sharia law, defining performance standards and service metrics for online retail platforms.
Download
SLA For Problem Management
A Saudi Arabian-compliant Service Level Agreement defining problem management services, response times, and resolution targets between IT service providers and customer organizations.
Download
Defect Resolution SLA
A Saudi Arabian law-governed agreement defining service levels and procedures for defect resolution, including response times and remediation processes.
Download
Service Level Agreement (Healthcare)
A Saudi Arabian healthcare service level agreement defining quality standards and operational requirements for healthcare service delivery, governed by Saudi law and regulations.
Download
Average SLA
A Saudi Arabian law-compliant Service Level Agreement defining service standards, performance metrics, and mutual obligations between service provider and recipient.
Download
Agency SLA
A Saudi Arabia-compliant agreement establishing service levels and performance metrics between a principal company and its commercial agent.
Download
Network SLA Monitoring
A Saudi Arabian law-governed agreement establishing network service level monitoring requirements, metrics, and compliance standards under CITC regulations.
Download
SLA Production
A Saudi Arabian law-governed Service Level Agreement defining performance metrics and quality standards for production services.
Download
P1 Incident SLA
Service Level Agreement for Priority 1 (P1) incident management, compliant with Saudi Arabian law and regulations, defining critical incident response and resolution requirements.
Download
Maintenance SLA
Saudi Arabia-compliant maintenance service level agreement template establishing service delivery framework and performance standards under local law.
Download
API Service Level Agreement
A Saudi Arabian law-governed agreement defining API service levels, performance metrics, and technical specifications, ensuring regulatory compliance and clear service commitments.
Download
Outsourcing SLA
Service Level Agreement template for outsourcing arrangements in Saudi Arabia, incorporating local regulatory requirements and performance metrics.
Download
Cleaning Service Level Agreement
A Shariah-compliant cleaning service level agreement template for use in Saudi Arabia, defining terms and standards for professional cleaning services.
Download
Maintenance Level Agreement
A Saudi law-governed agreement establishing maintenance service levels, performance standards, and mutual obligations between service providers and clients.
Download
SLA Training
A Saudi Arabian-governed agreement establishing service levels and performance metrics for professional training services delivery.
Download
SLA Employee
An employee Service Level Agreement compliant with Saudi Labor Law, combining standard employment terms with specific performance metrics and service level expectations.
Download
SLA Database
A Saudi Arabian law-governed Service Level Agreement establishing performance standards and security requirements for database services, incorporating local regulations and Islamic law principles.
Download
SLA Audit
A Saudi Arabian law-compliant framework for auditing Service Level Agreements, ensuring service performance meets contractual and regulatory requirements.
Download
Shipping SLA
Saudi Arabia-compliant Shipping Service Level Agreement template establishing service standards, operational procedures, and performance metrics for shipping services.
Download
Security Level Agreement
A Saudi Arabian law-governed agreement defining security requirements, standards, and service levels between parties, incorporating NCA compliance requirements and security controls.
Download
Procurement SLA
A Saudi Arabian law-governed agreement establishing service levels and performance metrics for procurement services, ensuring compliance with local regulations and commercial requirements.
Download
Performance SLA
A Performance SLA under Saudi Arabian law defining service standards, metrics, and remedies while ensuring compliance with local regulations and Sharia principles.
Download
Office SLA
A Saudi Arabian office services agreement defining performance standards and operational requirements for office support services under local law.
Download
Latency SLA
A Service Level Agreement governing network latency standards and performance metrics under Saudi Arabian law, including measurement and compensation mechanisms.
Download
Finance SLA
A Saudi Arabian Financial Service Level Agreement establishing service standards and performance metrics while ensuring compliance with SAMA regulations and Sharia principles.
Download
Monthly SLA
A monthly Service Level Agreement under Saudi Arabian law defining service standards, performance metrics, and delivery requirements between service provider and client.
Download
Marketing SLA
A Saudi Arabian law-governed agreement defining marketing service levels, performance standards, and delivery requirements between a marketing service provider and client.
Download
Logistics SLA
A Saudi Arabia-governed service level agreement defining logistics service standards, KPIs, and operational requirements in compliance with local regulations.
Download
Downtime SLA
A Saudi Arabia-compliant Service Level Agreement template focusing on service downtime commitments, measurements, and remedies under Saudi law.
Download
Development SLA
A Service Level Agreement for software development services in Saudi Arabia, establishing performance metrics and delivery commitments under Saudi law.
Download
Delivery SLA
A Saudi Arabian law-governed Service Level Agreement establishing performance metrics and terms for delivery services, ensuring regulatory compliance and operational efficiency.
Download
Data Slas
A Saudi Arabian-compliant Data Service Level Agreement defining performance standards and data protection requirements for data services.
Download
Daily SLA
A daily service level agreement template compliant with Saudi Arabian law, defining daily performance metrics and service delivery standards.
Download
Critical SLA
Critical Service Level Agreement template for high-priority services in Saudi Arabia, combining international standards with local legal compliance requirements.
Download
骋别苍颈别鈥檚 Security Promise
Genie is the safest place to draft. Here鈥檚 how we prioritise your privacy and security.
Your documents are private:
We do not train on your data; 骋别苍颈别鈥檚 AI improves independently
All data stored on Genie is private to your organisation
Your documents are protected:
Your documents are protected by ultra-secure 256-bit encryption
We are ISO27001 certified, so your data is secure
Organizational security:
You retain IP ownership of your documents and their information
You have full control over your data and who gets to see it
.png)