This Service Availability SLA template is designed for use in the Saudi Arabian market where businesses need to establish clear, measurable standards for service availability and performance. The document is particularly relevant in today's digital economy where service reliability is crucial for business operations. It incorporates requirements from Saudi Arabia's commercial laws, electronic transaction regulations, and data protection frameworks, making it suitable for both local and international service providers operating in the Kingdom. The SLA includes essential elements such as availability metrics, measurement methodologies, service credits, and support commitments, while ensuring alignment with local business practices and regulatory requirements. This template is especially valuable for technology services, cloud providers, and any business offering critical operational services where uptime and availability are key performance indicators.
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1. Parties: Identification of the service provider and customer, including their legal registration details and addresses in Saudi Arabia
2. Background: Context of the agreement and brief description of the services being provided
3. Definitions: Detailed definitions of technical terms, service metrics, and other key terms used throughout the agreement
4. Service Availability Commitment: Specific commitments regarding service uptime, availability percentages, and performance standards
5. Service Level Measurement: Methodology for measuring and calculating service availability, including measurement periods and tools
6. Exclusions and Exceptions: Circumstances not counted as downtime, such as planned maintenance or force majeure events
7. Service Credits and Remedies: Compensation structure for failure to meet service levels, including calculation methods and claiming process
8. Reporting and Monitoring: Requirements for service level reporting, monitoring tools, and access to performance data
9. Support and Response Times: Support service levels, including incident response times and escalation procedures
10. Term and Termination: Duration of the SLA and conditions for termination
11. Governing Law and Jurisdiction: Explicit reference to Saudi Arabian law and jurisdiction
1. Data Protection and Security: Required when the service involves processing or storing sensitive data, addressing compliance with Saudi data protection regulations
2. Disaster Recovery: Needed for critical services, detailing recovery time objectives and disaster response procedures
3. Service Customization: Include when the service includes customer-specific modifications or configurations
4. Multi-Location Services: Required when services are provided across multiple geographic locations
5. Regulatory Compliance: Necessary for regulated industries or when handling sensitive government data
6. Environmental Controls: Required for data center or infrastructure services, detailing environmental maintenance requirements
1. Schedule 1 - Service Level Metrics: Detailed technical specifications of service levels, including exact measurement methodologies and formulas
2. Schedule 2 - Service Credit Calculations: Detailed breakdown of service credit calculations and examples
3. Schedule 3 - Technical Support Details: Comprehensive support procedures, contact information, and escalation matrices
4. Schedule 4 - Planned Maintenance Windows: Schedule of planned maintenance activities and notification procedures
5. Schedule 5 - Service Architecture: Technical architecture of the service, including dependencies and components
6. Appendix A - Incident Priority Levels: Definition of incident priority levels and corresponding response times
7. Appendix B - Report Templates: Templates for regular service level reports and incident reports
Relevant legal definitions
Clauses
Relevant Industries
Information Technology
Telecommunications
Financial Services
Healthcare
E-commerce
Government Services
Cloud Services
Manufacturing
Energy
Education
Transportation
Retail
Relevant Teams
Legal
Information Technology
Operations
Service Delivery
Compliance
Risk Management
Customer Success
Technical Support
Infrastructure
Quality Assurance
Contract Management
Service Management
Relevant Roles
Chief Technology Officer
IT Director
Service Delivery Manager
Operations Manager
Technical Account Manager
Legal Counsel
Compliance Officer
Contract Manager
Infrastructure Manager
Cloud Services Manager
Quality Assurance Manager
Risk Manager
Service Level Manager
Customer Success Manager
IT Operations Manager
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