The Resolution SLA serves as a crucial document in service management relationships within Saudi Arabia, establishing clear, measurable commitments for resolving service incidents and issues. This document type is essential when organizations need to formalize their service delivery standards and ensure accountability in incident resolution. It is particularly relevant in the context of Saudi Arabia's evolving digital economy and must align with local commercial laws, including the E-Commerce Law (Royal Decree No. M/126) and the Cloud Computing Regulatory Framework. The Resolution SLA typically includes specific response times, resolution commitments, priority classifications, and associated penalties or remedies, providing a structured framework for managing service quality and customer expectations. This document is commonly used in technology service contracts, managed service agreements, and other professional service arrangements where incident resolution timing is critical to business operations.
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1. Parties: Identification of the service provider and customer, including full legal names and registration details
2. Background: Context of the agreement, relationship between parties, and general purpose of the SLA
3. Definitions: Detailed definitions of technical terms, service levels, resolution times, and other key concepts used in the agreement
4. Service Scope: Detailed description of services covered under the SLA and their boundaries
5. Resolution Time Commitments: Specific commitments for different priority levels and incident types, including response and resolution times
6. Priority Levels: Definition of incident priority levels and their classification criteria
7. Service Level Measurements: Methods for measuring and calculating service level performance
8. Reporting and Review: Requirements for performance reporting and periodic review of service levels
9. Service Credits and Penalties: Financial implications of failing to meet agreed service levels
10. Force Majeure: Circumstances under which service level commitments may be suspended
11. Term and Termination: Duration of the agreement and conditions for termination
12. Governing Law and Jurisdiction: Confirmation of Saudi Arabian law application and jurisdiction
1. Business Hours Definition: Include when service levels vary between business and non-business hours
2. Escalation Procedures: Include when complex escalation paths are required for different types of incidents
3. Customer Obligations: Include when customer has specific responsibilities that affect service delivery
4. Security Requirements: Include when handling sensitive data or systems
5. Disaster Recovery: Include when service involves critical systems requiring specific recovery commitments
6. Training and Support: Include when service provider needs to provide specific training or support services
7. Change Management: Include when frequent changes to service parameters are anticipated
1. Schedule 1 - Service Definitions: Detailed technical specifications of services covered
2. Schedule 2 - Resolution Time Matrix: Detailed breakdown of resolution times for different incident types and priorities
3. Schedule 3 - Service Level Calculations: Technical formulas and methods for calculating service level achievement
4. Schedule 4 - Escalation Contact Details: Contact information and escalation hierarchy for both parties
5. Schedule 5 - Service Credit Calculations: Detailed methodology for calculating service credits and penalties
6. Schedule 6 - Reporting Templates: Standard templates for service level reporting
7. Appendix A - Technical Requirements: Specific technical requirements and standards to be maintained
8. Appendix B - Incident Classification Guide: Detailed criteria for classifying incidents by priority and type
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