This Daily SLA template is designed for use in the Saudi Arabian market where services require stringent daily monitoring and performance measurement. The document is particularly valuable for businesses operating under Saudi jurisdiction that need to establish clear, measurable daily service standards and accountability mechanisms. The Daily SLA includes comprehensive provisions for performance tracking, reporting obligations, and remedy mechanisms, all aligned with Saudi Arabian commercial law and Sharia principles. It is commonly used in scenarios where service quality needs to be monitored and measured on a daily basis, such as IT services, facilities management, or operational support services. The document incorporates both technical specifications and legal requirements, ensuring that daily service delivery meets both operational needs and regulatory compliance.
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1. Parties: Identification of the service provider and service recipient, including full legal names and registration details
2. Background: Context of the agreement and brief description of the services to be provided
3. Definitions: Detailed definitions of technical terms, service metrics, and other key terms used throughout the agreement
4. Service Description: Comprehensive description of the services to be provided on a daily basis
5. Service Level Requirements: Specific, measurable daily performance targets and standards
6. Measurement and Reporting: Methods and frequency of measuring and reporting service performance
7. Response and Resolution Times: Defined timeframes for responding to and resolving service issues
8. Service Credits and Penalties: Financial implications of failing to meet daily service levels
9. Communication Protocols: Procedures for daily communication between parties
10. Force Majeure: Circumstances beyond reasonable control affecting service delivery
11. Term and Termination: Duration of the agreement and termination provisions
12. Governing Law and Jurisdiction: Explicit reference to Saudi law and Sharia compliance
1. Data Protection and Privacy: Required when services involve handling personal or sensitive data
2. Business Continuity: Include when service disruption would significantly impact business operations
3. Security Requirements: Necessary for services involving IT systems or sensitive information
4. Transition Services: Include when complex service handover might be required at termination
5. Intellectual Property Rights: Required when services involve creation or use of intellectual property
6. Third-Party Dependencies: Include when service delivery relies on third-party providers
7. Insurance Requirements: Required for high-risk services or when mandated by regulation
1. Schedule 1 - Service Level Specifications: Detailed technical specifications of service levels and measurement criteria
2. Schedule 2 - Performance Calculation Methodology: Detailed formulas and methods for calculating service level achievement
3. Schedule 3 - Rate Card: Pricing details and service credit calculations
4. Schedule 4 - Escalation Matrix: Contact details and escalation procedures for service issues
5. Schedule 5 - Report Templates: Standard formats for daily service level reporting
6. Schedule 6 - Technical Requirements: Detailed technical specifications and requirements
7. Appendix A - Service Hours and Coverage: Detailed breakdown of service hours and coverage periods
8. Appendix B - Incident Categories: Classification and definitions of different types of service incidents
Relevant legal definitions
Clauses
Relevant Industries
Information Technology
Telecommunications
Cloud Services
Data Centers
Facilities Management
Security Services
Healthcare Services
Logistics and Supply Chain
Manufacturing
Financial Services
Utilities
Professional Services
Relevant Teams
Operations
Service Delivery
Contract Management
Quality Assurance
Technical Support
Legal
Compliance
Risk Management
Customer Success
Performance Management
IT Operations
Facilities Management
Relevant Roles
Operations Director
Service Delivery Manager
Contract Manager
Performance Analyst
Quality Assurance Manager
Technical Services Manager
Compliance Officer
Operations Manager
IT Manager
Facilities Manager
Project Manager
Legal Counsel
Risk Manager
Customer Success Manager
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