This Database SLA template is designed for use in Saudi Arabia when establishing formal service arrangements for database management and maintenance services. The document is particularly relevant when organizations need to outsource or formally define database services, ensuring compliance with Saudi Arabian regulations including SDAIA requirements and Islamic law principles. The SLA Database agreement includes essential provisions for service levels, performance metrics, security standards, and data protection measures, while incorporating specific requirements of Saudi Arabian law and local technical regulations. It is typically used when establishing new database service relationships or formalizing existing arrangements, ensuring clear definition of responsibilities, performance expectations, and compliance requirements.
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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 relationship between parties
3. Definitions: Detailed definitions of technical terms, service metrics, and key contract terminology
4. Service Description: Detailed description of the database services, including type, scope, and technical specifications
5. Service Levels: Specific performance metrics, availability guarantees, and response times
6. Performance Monitoring: Methods and tools for monitoring service levels and reporting procedures
7. Support Services: Details of technical support, maintenance, and problem resolution procedures
8. Data Protection and Security: Security measures, data protection protocols, and compliance requirements
9. Backup and Recovery: Backup procedures, disaster recovery, and business continuity measures
10. Fees and Payment: Pricing structure, payment terms, and billing procedures
11. Term and Termination: Duration of agreement, renewal terms, and termination conditions
12. Liability and Indemnification: Limitations of liability and indemnification obligations
13. Confidentiality: Confidentiality obligations and data handling requirements
14. Governing Law and Jurisdiction: Specification of Saudi law as governing law and jurisdiction details
1. Change Management: Procedures for requesting and implementing service changes, used when service modifications are anticipated
2. Disaster Recovery: Detailed disaster recovery procedures, recommended for critical database services
3. Service Credits: Compensation mechanism for service level failures, used in premium service agreements
4. Compliance with Islamic Law: Specific provisions ensuring compliance with Sharia principles, used when explicitly required
5. Third-Party Services: Terms governing use of third-party services or tools, included when relevant
6. Data Migration: Terms for data migration services, included when initial setup involves data transfer
7. Training and Documentation: Provisions for user training and documentation, included for complex implementations
1. Service Level Metrics: Detailed technical specifications of service levels and performance metrics
2. Pricing Schedule: Detailed pricing information, including base fees and additional charges
3. Technical Requirements: Specific technical requirements and configurations
4. Support Procedures: Detailed support processes and escalation procedures
5. Security Standards: Detailed security requirements and compliance standards
6. Data Processing Terms: Specific terms for data processing and protection
7. Service Credits Calculation: Formula and procedures for calculating service credits
Relevant legal definitions
Clauses
Relevant Industries
Financial Services
Healthcare
Government
Technology
Telecommunications
Education
Manufacturing
Retail
Energy
Professional Services
Insurance
Banking
E-commerce
Relevant Teams
Legal
Information Technology
Information Security
Compliance
Risk Management
Procurement
Technical Operations
Infrastructure
Service Delivery
Data Protection
Vendor Management
Relevant Roles
Chief Technology Officer
Database Administrator
IT Manager
Information Security Manager
Compliance Officer
Technical Operations Manager
Data Protection Officer
IT Service Delivery Manager
Infrastructure Manager
Legal Counsel
Procurement Manager
Risk Manager
Service Level Manager
Systems Administrator
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