The Simple Service Level Agreement is a fundamental document used to establish and maintain clear service expectations between parties operating under Saudi Arabian jurisdiction. It is particularly valuable when organizations need to formalize service delivery standards, whether for internal services or external provider relationships. The document typically includes detailed performance metrics, reporting requirements, and remedy mechanisms, while ensuring compliance with Saudi commercial law and regulatory requirements. This type of agreement is essential for businesses seeking to maintain service quality standards and manage provider relationships effectively, particularly in sectors such as IT, professional services, and outsourcing. The Simple Service Level Agreement serves as both a operational and legal framework, protecting both parties' interests while facilitating clear communication and performance management.
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1. Parties: Identification of service provider and service recipient with full legal names and registration details
2. Background: Context of the agreement and general purpose of the services
3. Definitions: Definitions of key terms used throughout the agreement, including technical terms and service metrics
4. Services Overview: High-level description of services to be provided
5. Service Levels: Detailed service level commitments and performance metrics
6. Performance Monitoring: Methods and frequency of service level measurement and reporting
7. Service Credits: Calculation and application of credits for service level failures
8. Support Services: Description of support levels, response times, and escalation procedures
9. Customer Obligations: Requirements and responsibilities of the customer
10. Fees and Payment: Payment terms, billing procedures, and consequences of non-payment
11. Term and Termination: Duration of agreement and termination rights
12. Governing Law and Jurisdiction: Specification of Saudi law as governing law and jurisdiction for disputes
1. Data Protection: Required if services involve processing of personal or sensitive data
2. Disaster Recovery: Required for critical services or when handling sensitive data
3. Change Management: Include for complex services or where regular service modifications are expected
4. Security Requirements: Required for IT services or when handling sensitive information
5. Compliance with Sharia: Required for financial services or when specifically requested by parties
6. Force Majeure: Optional but recommended for protection against unforeseen circumstances
7. Insurance: Include when services involve significant risk or physical presence
8. Intellectual Property Rights: Required if services involve creation or use of intellectual property
1. Schedule 1 - Service Descriptions: Detailed technical specifications of services
2. Schedule 2 - Service Level Metrics: Detailed performance indicators and measurement methodologies
3. Schedule 3 - Fee Schedule: Detailed breakdown of fees, charges, and payment terms
4. Schedule 4 - Support Procedures: Detailed support processes and escalation procedures
5. Schedule 5 - Technical Requirements: Technical specifications and requirements for service delivery
6. Schedule 6 - Contact Details: Key contacts and communication protocols
7. Appendix A - Service Credit Calculations: Detailed formulas and examples for service credit calculations
8. Appendix B - Report Templates: Standard formats for performance reporting
Relevant legal definitions
Clauses
Relevant Industries
Information Technology
Telecommunications
Professional Services
Business Process Outsourcing
Cloud Services
Facilities Management
Healthcare Services
Financial Services
Manufacturing
Logistics and Supply Chain
Consulting Services
Infrastructure Services
Relevant Teams
Legal
Operations
Information Technology
Procurement
Compliance
Risk Management
Service Delivery
Quality Assurance
Vendor Management
Commercial
Project Management
Contract Administration
Relevant Roles
Operations Manager
Service Delivery Manager
Contract Manager
Legal Counsel
Procurement Manager
IT Manager
Compliance Officer
Project Manager
Business Unit Head
Chief Technology Officer
Quality Assurance Manager
Vendor Manager
Commercial Director
Chief Operating Officer
Risk Manager
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