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48 Hour SLA

48 Hour SLA Template for United Arab Emirates

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Key Requirements PROMPT example:

48 Hour SLA

"I need a 48 Hour SLA agreement for our IT support services to a UAE government entity, including provisions for critical infrastructure support and cybersecurity incident response, with service credits of 10% for any breach of response times."

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Document background
This 48 Hour SLA template is designed for use in the United Arab Emirates business environment where rapid service response and issue resolution are critical operational requirements. The document establishes legally binding service commitments with a specific focus on 48-hour response times, incorporating UAE commercial law principles and local business practices. It is particularly suited for technology services, professional services, and maintenance contracts where clear performance metrics and accountability are essential. The agreement includes detailed service definitions, measurement criteria, reporting requirements, and remedy mechanisms, making it suitable for both government and private sector applications within the UAE jurisdiction.
Suggested Sections

1. Parties: Identification of the service provider and service recipient, including full legal names and registered addresses

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

3. Definitions: Key terms used throughout the agreement, including technical terminology and service-specific definitions

4. Service Description: Detailed description of services covered by the SLA

5. Service Levels: Specific commitments regarding 48-hour response times and performance standards

6. Response Time Measurement: Methodology for measuring and calculating response times

7. Service Level Monitoring: Procedures for monitoring and reporting service level performance

8. Breach and Remedies: Consequences of failing to meet SLA targets and available remedies

9. Service Credits: Calculation and application of service credits for SLA breaches

10. Force Majeure: Circumstances exempting parties from SLA obligations

11. Term and Termination: Duration of the agreement and termination provisions

12. Governing Law and Jurisdiction: Confirmation of UAE law application and jurisdiction

Optional Sections

1. Data Protection: Required when services involve processing personal data

2. Disaster Recovery: Include when services are critical to business operations

3. Security Requirements: Necessary for services involving sensitive information or systems

4. Subcontractor Management: Include when service provider may use subcontractors

5. Change Management: Required for services likely to require modification over time

6. Premium Support Options: Include when offering enhanced service levels at additional cost

Suggested Schedules

1. Schedule 1 - Service Descriptions: Detailed technical specifications of services

2. Schedule 2 - Service Level Metrics: Specific performance targets and measurement criteria

3. Schedule 3 - Service Credit Calculations: Detailed formula for calculating service credits

4. Schedule 4 - Escalation Procedures: Contact details and procedures for different severity levels

5. Schedule 5 - Reporting Requirements: Templates and specifications for service level reporting

6. Schedule 6 - Fees and Charges: Pricing structure and payment terms

7. Appendix A - Technical Requirements: Technical specifications and requirements for service delivery

Authors

Alex Denne

Head of Growth (Open Source Law) @ ¶¶Òõ¶ÌÊÓƵ | 3 x UCL-Certified in Contract Law & Drafting | 4+ Years Managing 1M+ Legal Documents | Serial Founder & Legal AI Author

alex.den.21@genieai.co
Relevant legal definitions

































Clauses






























Relevant Industries

Information Technology

Telecommunications

Banking & Financial Services

Healthcare

E-commerce

Professional Services

Manufacturing

Logistics & Supply Chain

Real Estate

Oil & Gas

Utilities

Retail

Relevant Teams

Legal

Information Technology

Operations

Procurement

Service Delivery

Vendor Management

Risk & Compliance

Technical Support

Commercial Operations

Contract Administration

Relevant Roles

IT Director

Service Delivery Manager

Operations Manager

Contract Manager

Procurement Manager

Legal Counsel

Commercial Director

Chief Technology Officer

Service Level Manager

Vendor Manager

Business Unit Head

Risk Manager

Compliance Officer

Technical Support Manager

Industries






Teams

Employer, Employee, Start Date, Job Title, Department, Location, Probationary Period, Notice Period, Salary, Overtime, Vacation Pay, Statutory Holidays, Benefits, Bonus, Expenses, Working Hours, Rest Breaks,  Leaves of Absence, Confidentiality, Intellectual Property, Non-Solicitation, Non-Competition, Code of Conduct, Termination,  Severance Pay, Governing Law, Entire Agreemen

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