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The Supplier Service Level Agreement (SLA) is a critical document used to establish and maintain clear service delivery standards and accountability in business relationships within Saudi Arabia. This document type is essential when organizations need to formalize service delivery arrangements, ensuring compliance with Saudi commercial law and Sharia principles. The SLA Supplier agreement specifically details performance metrics, service standards, reporting requirements, and remedies for service failures, while incorporating necessary provisions for data protection, regulatory compliance, and dispute resolution under Saudi jurisdiction. It serves as both a operational and legal framework, protecting the interests of both service providers and customers while ensuring alignment with local business practices and regulatory requirements. The document is particularly crucial for services where performance measurement and quality standards are essential for business operations.

1. Parties: Identification and details of the service provider and customer, including authorized representatives

2. Background: Context of the agreement and brief description of the services to be provided

3. Definitions: Detailed definitions of terms used throughout the agreement

4. Service Description: Comprehensive description of services to be provided

5. Service Levels: Detailed performance metrics, KPIs, and measurement methodologies

6. Service Provider Obligations: Key responsibilities and commitments of the service provider

7. Customer Obligations: Responsibilities and commitments required from the customer

8. Fees and Payment Terms: Pricing structure, payment schedule, and related terms including VAT considerations

9. Performance Monitoring: Methods and frequency of service level monitoring and reporting

10. Service Credits: Compensation mechanism for service level failures

11. Governance: Management structure, escalation procedures, and review meetings

12. Compliance: Compliance with Saudi laws, regulations, and Sharia principles

13. Confidentiality: Protection and handling of confidential information

14. Data Protection: Compliance with Saudi data protection laws and data handling procedures

15. Term and Termination: Duration of agreement, renewal terms, and termination provisions

16. Liability and Indemnification: Limitation of liability and indemnification obligations

17. Force Majeure: Provisions for unforeseen circumstances and force majeure events

18. Dispute Resolution: Procedures for resolving disputes under Saudi law

19. General Provisions: Standard legal provisions including notices, amendments, and governing law