The Application SLA serves as a critical legal framework for organizations in Saudi Arabia that rely on software applications and IT services for their operations. This document is essential when establishing a formal service relationship between application providers and their customers, whether for cloud-based solutions, enterprise software, or custom applications. The agreement details specific, measurable service levels, performance metrics, and operational standards that the provider must maintain, along with consequences for non-compliance. It incorporates requirements from Saudi Arabian regulations, including the Electronic Transactions Law, Cloud Computing Regulatory Framework, and cybersecurity requirements, while ensuring alignment with Islamic commercial principles. The document is particularly important for enterprise-level software deployments, mission-critical applications, and services where consistent performance and availability are essential.
Your data doesn't train Genie's AI
You keep IP ownership of your information
Thank you! Your submission has been received!
Oops! Something went wrong while submitting the form.
OR
Let Ƶ's market-leading legal AI identify missing terms, unusual language, compliance issues and more - in just seconds.
1. Parties: Identification of the service provider and customer, including their legal details and authorized representatives
2. Background: Context of the agreement, purpose of the services, and relationship between the parties
3. Definitions: Detailed definitions of technical terms, service metrics, and other key terminology used in the agreement
4. Service Description: Detailed description of the application services being provided, including scope and functionality
5. Service Level Commitments: Specific, measurable performance metrics and service levels that the provider commits to maintain
6. Service Availability: Guaranteed uptime percentages, maintenance windows, and planned downtime procedures
7. Performance Monitoring: Methods and tools for measuring and reporting service performance
8. Support Services: Description of support levels, response times, and escalation procedures
9. Security Requirements: Security measures, data protection protocols, and compliance with Saudi cybersecurity regulations
10. Disaster Recovery: Business continuity and disaster recovery procedures
11. Responsibilities: Detailed obligations of both service provider and customer
12. Service Credits: Compensation mechanism for service level failures
13. Term and Termination: Duration of agreement, renewal terms, and termination conditions
14. Governing Law and Jurisdiction: Specification of Saudi law application and dispute resolution procedures
1. Data Processing Terms: Detailed terms for handling personal data - required if the application processes personal information
2. Third-Party Integration: Terms governing integration with other systems - needed if the application interfaces with external services
3. Professional Services: Terms for additional services like customization or consulting - included if such services are part of the offering
4. Change Management: Procedures for implementing changes to services - needed for complex enterprise applications
5. Training and Documentation: Terms regarding user training and documentation - important for complex applications
6. Exit Management: Detailed transition procedures upon termination - crucial for business-critical applications
7. Compliance with Industry Standards: Specific industry compliance requirements - needed for regulated industries
1. Service Level Specifications: Detailed technical specifications of service levels and measurement methodologies
2. Performance Metrics: Specific metrics, formulas, and measurement periods for each service level
3. Fee Schedule: Pricing details, payment terms, and service credit calculations
4. Support Procedures: Detailed support processes, contact information, and escalation procedures
5. Technical Requirements: Technical specifications, system requirements, and compatibility requirements
6. Security Standards: Detailed security protocols, compliance requirements, and audit procedures
7. Incident Management Procedures: Detailed procedures for handling various types of incidents and outages
8. Service Reports: Templates and specifications for regular service level reporting
Relevant legal definitions
Clauses
Relevant Industries
Information Technology
Banking and Financial Services
Healthcare
Government Services
Telecommunications
E-commerce
Manufacturing
Education
Professional Services
Retail
Energy and Utilities
Transportation and Logistics
Relevant Teams
Legal
Information Technology
Procurement
Service Delivery
Operations
Compliance
Vendor Management
Solutions Architecture
Application Development
Quality Assurance
Risk Management
Business Analysis
Relevant Roles
Chief Information Officer
IT Director
Service Delivery Manager
Legal Counsel
Procurement Manager
Technology Operations Manager
Contract Manager
Application Development Manager
IT Service Manager
Compliance Officer
Solution Architect
Business Relationship Manager
Operations Director
Technical Account Manager
Project Manager
Vendor Management Specialist
Find the exact document you need
SLA Maintenance Contract
A Saudi Arabian law-governed agreement defining maintenance service levels, performance standards, and operational requirements between service provider and client.
find out more
Team Slas
A Saudi Arabian law-compliant Service Level Agreement defining service standards and performance metrics between internal organizational teams.
find out more
SLA Change Management
A Saudi Arabia-compliant framework for managing changes to Service Level Agreements, outlining procedures and requirements under local law.
find out more
Sla (Retail)
A Saudi Arabia-compliant Service Level Agreement template for retail sector services, incorporating local legal requirements and Sharia principles.
find out more
SLA Request
A formal request document for establishing service level agreements under Saudi Arabian law, outlining proposed service standards and performance requirements.
find out more
Default SLA
Standard Service Level Agreement template compliant with Saudi Arabian law, defining service delivery standards and performance metrics.
find out more
Ecommerce SLA
An E-commerce Service Level Agreement compliant with Saudi Arabian regulations and Sharia law, defining performance standards and service metrics for online retail platforms.
find out more
SLA For Problem Management
A Saudi Arabian-compliant Service Level Agreement defining problem management services, response times, and resolution targets between IT service providers and customer organizations.
find out more
Defect Resolution SLA
A Saudi Arabian law-governed agreement defining service levels and procedures for defect resolution, including response times and remediation processes.
find out more
Service Level Agreement (Healthcare)
A Saudi Arabian healthcare service level agreement defining quality standards and operational requirements for healthcare service delivery, governed by Saudi law and regulations.
find out more
Average SLA
A Saudi Arabian law-compliant Service Level Agreement defining service standards, performance metrics, and mutual obligations between service provider and recipient.
find out more
Agency SLA
A Saudi Arabia-compliant agreement establishing service levels and performance metrics between a principal company and its commercial agent.
find out more
Network SLA Monitoring
A Saudi Arabian law-governed agreement establishing network service level monitoring requirements, metrics, and compliance standards under CITC regulations.
find out more
SLA Production
A Saudi Arabian law-governed Service Level Agreement defining performance metrics and quality standards for production services.
find out more
P1 Incident SLA
Service Level Agreement for Priority 1 (P1) incident management, compliant with Saudi Arabian law and regulations, defining critical incident response and resolution requirements.
find out more
Maintenance SLA
Saudi Arabia-compliant maintenance service level agreement template establishing service delivery framework and performance standards under local law.
find out more
API Service Level Agreement
A Saudi Arabian law-governed agreement defining API service levels, performance metrics, and technical specifications, ensuring regulatory compliance and clear service commitments.
find out more
Outsourcing SLA
Service Level Agreement template for outsourcing arrangements in Saudi Arabia, incorporating local regulatory requirements and performance metrics.
find out more
Cleaning Service Level Agreement
A Shariah-compliant cleaning service level agreement template for use in Saudi Arabia, defining terms and standards for professional cleaning services.
find out more
Maintenance Level Agreement
A Saudi law-governed agreement establishing maintenance service levels, performance standards, and mutual obligations between service providers and clients.
find out more
SLA Training
A Saudi Arabian-governed agreement establishing service levels and performance metrics for professional training services delivery.
find out more
SLA Employee
An employee Service Level Agreement compliant with Saudi Labor Law, combining standard employment terms with specific performance metrics and service level expectations.
find out more
SLA Database
A Saudi Arabian law-governed Service Level Agreement establishing performance standards and security requirements for database services, incorporating local regulations and Islamic law principles.
find out more
SLA Audit
A Saudi Arabian law-compliant framework for auditing Service Level Agreements, ensuring service performance meets contractual and regulatory requirements.
find out more
Shipping SLA
Saudi Arabia-compliant Shipping Service Level Agreement template establishing service standards, operational procedures, and performance metrics for shipping services.
find out more
Security Level Agreement
A Saudi Arabian law-governed agreement defining security requirements, standards, and service levels between parties, incorporating NCA compliance requirements and security controls.
find out more
Procurement SLA
A Saudi Arabian law-governed agreement establishing service levels and performance metrics for procurement services, ensuring compliance with local regulations and commercial requirements.
find out more
Performance SLA
A Performance SLA under Saudi Arabian law defining service standards, metrics, and remedies while ensuring compliance with local regulations and Sharia principles.
find out more
Office SLA
A Saudi Arabian office services agreement defining performance standards and operational requirements for office support services under local law.
find out more
Latency SLA
A Service Level Agreement governing network latency standards and performance metrics under Saudi Arabian law, including measurement and compensation mechanisms.
find out more
Finance SLA
A Saudi Arabian Financial Service Level Agreement establishing service standards and performance metrics while ensuring compliance with SAMA regulations and Sharia principles.
find out more
Monthly SLA
A monthly Service Level Agreement under Saudi Arabian law defining service standards, performance metrics, and delivery requirements between service provider and client.
find out more
Marketing SLA
A Saudi Arabian law-governed agreement defining marketing service levels, performance standards, and delivery requirements between a marketing service provider and client.
find out more
Logistics SLA
A Saudi Arabia-governed service level agreement defining logistics service standards, KPIs, and operational requirements in compliance with local regulations.
find out more
Downtime SLA
A Saudi Arabia-compliant Service Level Agreement template focusing on service downtime commitments, measurements, and remedies under Saudi law.
find out more
Development SLA
A Service Level Agreement for software development services in Saudi Arabia, establishing performance metrics and delivery commitments under Saudi law.
find out more
Delivery SLA
A Saudi Arabian law-governed Service Level Agreement establishing performance metrics and terms for delivery services, ensuring regulatory compliance and operational efficiency.
find out more
Data Slas
A Saudi Arabian-compliant Data Service Level Agreement defining performance standards and data protection requirements for data services.
find out more
Daily SLA
A daily service level agreement template compliant with Saudi Arabian law, defining daily performance metrics and service delivery standards.
find out more
Critical SLA
Critical Service Level Agreement template for high-priority services in Saudi Arabia, combining international standards with local legal compliance requirements.
find out more
ұԾ’s Security Promise
Genie is the safest place to draft. Here’s how we prioritise your privacy and security.
Your documents are private:
We do not train on your data; ұԾ’s AI improves independently
All data stored on Genie is private to your organisation
Your documents are protected:
Your documents are protected by ultra-secure 256-bit encryption
We are ISO27001 certified, so your data is secure
Organizational security:
You retain IP ownership of your documents and their information
You have full control over your data and who gets to see it
.png)