This Service Level Agreement (SLA) with 99.9% Uptime guarantee is designed for use in the Saudi Arabian market where high-availability services are critical to business operations. It is particularly relevant for technology services, cloud infrastructure, and mission-critical systems where service continuity is essential. The document incorporates requirements from Saudi Arabia's Electronic Commerce Law and Cloud Computing Regulatory Framework, making it suitable for both local and international service providers operating in the Kingdom. The agreement includes comprehensive service level definitions, measurement methodologies, and remediation procedures, with specific attention to the 99.9% uptime commitment. It is structured to protect both service provider and customer interests while ensuring compliance with local regulations and business practices. This template is especially valuable for organizations providing or procuring critical digital services, cloud solutions, or technology infrastructure where service availability is paramount to operations.
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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 being provided
3. Definitions: Detailed definitions of technical terms, service metrics, and key concepts used throughout the agreement
4. Service Description: Comprehensive description of the services being provided, including scope and exclusions
5. Service Levels: Detailed specifications of the 99.9% uptime commitment and other performance metrics
6. Service Credits and Penalties: Compensation mechanism for failure to meet service levels
7. Support Services: Description of support levels, response times, and escalation procedures
8. Customer Obligations: Customer responsibilities and requirements for service delivery
9. Monitoring and Reporting: Methods and frequency of service level measurement and reporting
10. Security Requirements: Security standards and compliance requirements
11. Term and Termination: Duration of agreement and termination provisions
12. Payment Terms: Pricing, payment schedule, and related financial terms
13. Liability and Indemnification: Limitation of liability and indemnification provisions
14. General Provisions: Standard legal clauses including governing law, notices, and dispute resolution
1. Disaster Recovery: Detailed disaster recovery and business continuity procedures, required for critical services
2. Data Processing: Specific terms for handling customer data, required if personal or sensitive data is processed
3. Change Management: Procedures for implementing service changes, recommended for complex technical services
4. Compliance with Shariah Law: Additional provisions ensuring compliance with Islamic law principles, if specifically required
5. Third-Party Service Providers: Terms governing use of subcontractors or third-party services, if applicable
6. Training and Knowledge Transfer: Requirements for training customer personnel, if service includes training components
7. Exit Management: Detailed transition provisions for service termination, recommended for critical services
1. Service Level Specifications: Detailed technical specifications of service levels and measurement methodologies
2. Price Schedule: Detailed pricing information, including service credits calculation
3. Support Procedures: Detailed support processes, contact information, and escalation procedures
4. Technical Requirements: Technical specifications and requirements for service delivery
5. Security Standards: Detailed security requirements and compliance standards
6. Service Credit Calculation: Detailed methodology for calculating service credits and penalties
7. Approved Subcontractors: List of approved third-party service providers and subcontractors
Relevant legal definitions
Clauses
Relevant Industries
Information Technology
Telecommunications
Financial Services
Healthcare
E-commerce
Cloud Services
Government Services
Manufacturing
Oil and Gas
Education
Professional Services
Relevant Teams
Legal
Information Technology
Procurement
Operations
Compliance
Risk Management
Information Security
Service Delivery
Vendor Management
Technical Operations
Cloud Infrastructure
Contract Administration
Relevant Roles
Chief Technology Officer
IT Director
Legal Counsel
Procurement Manager
Service Delivery Manager
Operations Director
Compliance Officer
Contract Manager
Technical Account Manager
Risk Manager
Information Security Officer
Infrastructure Manager
Cloud Services Manager
Technology Vendor Manager
Business Continuity Manager
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