This Service Level Agreement In BPO is designed for use in the Saudi Arabian market where organizations seek to outsource specific business processes while maintaining compliance with local laws and regulations. The document is particularly relevant in cases where companies are establishing or managing ongoing BPO relationships that require clear performance metrics, service standards, and operational guidelines. It addresses key considerations under Saudi law, including data protection requirements, Saudization policies, and Sharia compliance. The agreement is structured to provide comprehensive coverage of service specifications, performance measurements, governance frameworks, and risk allocation, while incorporating specific provisions required by Saudi regulatory authorities. It is commonly used in both domestic and international outsourcing arrangements where at least one party operates within Saudi Arabia.
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1. Parties: Identification of contracting parties, including registration details and authorized signatories
2. Background: Context of the agreement, business relationship, and objectives
3. Definitions and Interpretation: Detailed definitions of technical terms, service metrics, and interpretation rules
4. Scope of Services: Detailed description of BPO services to be provided
5. Service Levels and Performance Metrics: Specific, measurable performance standards and KPIs
6. Operational Requirements: Day-to-day operational procedures, reporting requirements, and communication protocols
7. Personnel and Resources: Staffing requirements, qualifications, and resource allocation commitments
8. Data Protection and Security: Compliance with Saudi data protection laws, security protocols, and confidentiality requirements
9. Pricing and Payment Terms: Fee structure, payment schedules, and invoicing procedures compliant with Saudi VAT requirements
10. Governance and Management: Management structure, escalation procedures, and review mechanisms
11. Term and Termination: Duration, renewal terms, and termination conditions
12. Compliance and Regulatory Requirements: Compliance with Saudi laws, including Saudization requirements
13. Liability and Indemnification: Risk allocation, limitation of liability, and indemnification provisions
14. Force Majeure: Events beyond parties' control and their handling
15. Dispute Resolution: Dispute resolution procedures compliant with Saudi law
16. General Provisions: Standard boilerplate clauses adapted to Saudi law requirements
1. Transition Services: Include when service transition from another provider or back to client is relevant
2. Business Continuity and Disaster Recovery: Include for critical services requiring specific continuity arrangements
3. Intellectual Property Rights: Include when services involve creation or use of intellectual property
4. Third-Party Services: Include when subcontractors or third-party service providers are involved
5. Technology and Systems: Include when specific technical infrastructure or systems are crucial to service delivery
6. Change Management: Include when service evolution and changes need specific governance
7. Knowledge Transfer: Include when significant knowledge transfer is required
8. Innovation and Continuous Improvement: Include when ongoing service enhancement is a key requirement
1. Schedule 1 - Service Descriptions: Detailed specifications of each service component
2. Schedule 2 - Service Levels and KPIs: Detailed metrics, measurement methods, and reporting requirements
3. Schedule 3 - Pricing and Commercial Terms: Detailed pricing structure, rates, and commercial arrangements
4. Schedule 4 - Governance Procedures: Detailed governance framework and procedures
5. Schedule 5 - Technical Requirements: Technical specifications and requirements
6. Schedule 6 - Security and Data Protection Requirements: Detailed security protocols and data protection measures
7. Schedule 7 - Staff and Key Personnel: Key personnel requirements and responsibilities
8. Schedule 8 - Form of Reports: Templates and formats for required reports
9. Appendix A - Transition Plan: Detailed transition methodology and timeline
10. Appendix B - Business Continuity Plan: Detailed business continuity and disaster recovery procedures
11. Appendix C - Change Request Form: Standard format for requesting and documenting changes
Relevant legal definitions
Clauses
Relevant Industries
Financial Services
Healthcare
Telecommunications
Retail
Manufacturing
Oil and Gas
Technology
Government Services
Insurance
Banking
E-commerce
Logistics and Supply Chain
Relevant Teams
Legal
Operations
Procurement
Vendor Management
Finance
Compliance
Information Security
Risk Management
Quality Assurance
Project Management
Client Relations
Information Technology
Human Resources
Relevant Roles
Chief Operations Officer
Head of Outsourcing
Contract Manager
Service Delivery Manager
Operations Director
Legal Counsel
Compliance Officer
Procurement Manager
vendor Management Lead
Business Process Manager
Chief Financial Officer
Risk Manager
Information Security Officer
Quality Assurance Manager
Project Manager
Client Relationship Manager
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