This High Availability SLA template is designed for use in the Saudi Arabian market where continuous service availability is crucial for business operations. It is particularly relevant for mission-critical services requiring uptime commitments of 99.9% or higher. The document incorporates essential elements of Saudi Arabian law, including electronic transactions regulations and Sharia compliance requirements, while addressing technical specifications, monitoring mechanisms, and remedy frameworks. This type of agreement is typically used when establishing service commitments for cloud services, data centers, telecommunications infrastructure, or critical enterprise applications where service disruptions could have significant business impact. The document includes comprehensive service level definitions, measurement methodologies, reporting requirements, and credit mechanisms for service level breaches.
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1. Parties: Identification of the service provider and customer, 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 key concepts used throughout the agreement
4. Service Levels: Detailed specifications of promised service levels, including availability percentages, performance metrics, and response times
5. Service Level Measurement: Methodology for measuring and monitoring service levels, including tools and reporting mechanisms
6. Service Credits and Penalties: Calculation and application of service credits or financial penalties for service level failures
7. Problem Resolution: Processes for identifying, reporting, and resolving service issues, including escalation procedures
8. Maintenance and Updates: Procedures for scheduled maintenance, updates, and system changes
9. Force Majeure: Circumstances beyond reasonable control that excuse performance, adapted to Saudi law requirements
10. Term and Termination: Duration of the agreement and conditions for termination
11. Governing Law and Jurisdiction: Confirmation of Saudi law application and dispute resolution procedures
1. Data Protection and Privacy: Required when service involves processing personal data or sensitive information
2. Disaster Recovery: Detailed recovery procedures, recommended for critical services
3. Security Requirements: Specific security measures and compliance requirements, essential for services handling sensitive data
4. Third-Party Dependencies: Include when service delivery depends on third-party providers
5. Customer Obligations: Specific requirements from customer side, necessary for complex technical implementations
6. Compliance with Islamic Principles: Detailed section on Sharia compliance, required for certain financial or sensitive services
7. Change Management: Procedures for requesting and implementing service changes, useful for dynamic service environments
1. Schedule 1 - Service Level Specifications: Detailed technical specifications of all service levels and performance metrics
2. Schedule 2 - Service Credit Calculations: Detailed formulas and examples for calculating service credits and penalties
3. Schedule 3 - Technical Infrastructure: Description of technical infrastructure and components covered by the SLA
4. Schedule 4 - Support Services: Detailed description of support services, including contact points and procedures
5. Schedule 5 - Reporting Templates: Standard templates for service level reporting and performance measurement
6. Schedule 6 - Escalation Matrix: Contact details and procedures for different levels of issue escalation
7. Appendix A - Compliance Certificates: Copies of relevant technical and regulatory compliance certificates
8. Appendix B - Testing Procedures: Detailed procedures for testing and validating service levels
Relevant legal definitions
Clauses
Relevant Industries
Information Technology
Telecommunications
Banking and Financial Services
Healthcare
E-commerce
Government Services
Critical Infrastructure
Manufacturing
Oil and Gas
Education
Logistics and Supply Chain
Relevant Teams
Legal
Information Technology
Operations
Procurement
Compliance
Service Delivery
Infrastructure
Risk Management
Quality Assurance
Technical Support
Contract Management
Relevant Roles
Chief Technology Officer
IT Director
Service Delivery Manager
Legal Counsel
Procurement Manager
Infrastructure Manager
Operations Director
Technical Account Manager
Compliance Officer
Risk Manager
Contract Manager
Solutions Architect
Service Operations Manager
Quality Assurance Manager
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