Document background
This Service Level Agreement (SLA) with 99.9% Uptime guarantee is designed for use in the Saudi Arabian market where high-availability services are critical to business operations. It is particularly relevant for technology services, cloud infrastructure, and mission-critical systems where service continuity is essential. The document incorporates requirements from Saudi Arabia's Electronic Commerce Law and Cloud Computing Regulatory Framework, making it suitable for both local and international service providers operating in the Kingdom. The agreement includes comprehensive service level definitions, measurement methodologies, and remediation procedures, with specific attention to the 99.9% uptime commitment. It is structured to protect both service provider and customer interests while ensuring compliance with local regulations and business practices. This template is especially valuable for organizations providing or procuring critical digital services, cloud solutions, or technology infrastructure where service availability is paramount to operations.
