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The Service Level Agreement Design template is essential for businesses operating in the UAE market that need to establish clear, measurable standards for service delivery. This document type is particularly relevant given the UAE's growing service sector and increasing focus on service quality standards across industries. It incorporates requirements from UAE Federal Law No. 5 of 1985 (Civil Code), commercial regulations, and specific sector requirements where applicable. The SLA design includes comprehensive sections on performance metrics, service delivery standards, penalties for non-compliance, and dispute resolution mechanisms that align with UAE legal frameworks. It is particularly valuable for technology services, outsourcing arrangements, and professional services relationships where service quality measurement is crucial. The document serves as a foundation for establishing clear expectations and accountability in service-based business relationships within the UAE jurisdiction.

1. Parties: Identification and details of the service provider and service recipient, including their legal status and registration details

2. Background: Context of the agreement, relationship between parties, and general purpose of the services

3. Definitions: Detailed definitions of technical terms, service-related terminology, and contract-specific phrases

4. Service Description: Comprehensive description of services to be provided, including scope and exclusions

5. Service Levels: Specific, measurable performance standards and metrics that the service provider must meet

6. Performance Monitoring: Methods and procedures for measuring and reporting service performance

7. Service Credits and Penalties: Compensation mechanism for service level failures and calculation methods

8. Support and Response Times: Support services availability, response times for different incident priorities

9. Provider Obligations: Detailed responsibilities and commitments of the service provider

10. Customer Obligations: Requirements and responsibilities of the customer to enable service delivery

11. Charges and Payment: Pricing, payment terms, invoicing procedures, and related financial matters

12. Term and Termination: Duration of agreement, renewal terms, and termination conditions

13. Confidentiality: Protection and handling of confidential information from both parties

14. Liability and Indemnification: Limitations of liability, indemnification obligations, and insurance requirements

15. Force Majeure: Circumstances excusing performance and related procedures

16. Governing Law and Jurisdiction: UAE law application and jurisdiction for dispute resolution

17. General Provisions: Standard boilerplate clauses including notices, amendments, and assignment