This Third Party SLA template is designed for use in the Saudi Arabian market where organizations need to establish clear, enforceable service standards with external providers. The document is particularly relevant in the context of Saudi Arabia's Vision 2030 initiatives and increasing digital transformation across sectors. It incorporates essential elements required by Saudi law and Sharia principles while addressing modern service delivery requirements. The template is structured to accommodate both local and international service providers, including necessary provisions for data protection, electronic transactions, and regulatory compliance specific to Saudi Arabia. This Third Party SLA is especially valuable for organizations engaging external vendors for critical services, requiring defined performance metrics, service levels, and accountability measures.
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1. Parties: Identification of all contracting parties, including full legal names, registration numbers, and addresses
2. Background: Context of the agreement and relationship between parties
3. Definitions: Detailed definitions of technical terms, service-related terminology, and contract-specific phrases
4. Service Scope: Detailed description of services to be provided, including scope and limitations
5. Service Levels: Specific performance metrics, KPIs, and minimum service levels to be maintained
6. Performance Monitoring: Methods and procedures for monitoring and reporting service performance
7. Support Services: Details of support services, including response times and escalation procedures
8. Fees and Payment: Payment terms, fee structure, and billing procedures in compliance with Sharia principles
9. Data Protection and Security: Obligations regarding data security, privacy, and compliance with Saudi data protection laws
10. Confidentiality: Provisions for protecting confidential information and trade secrets
11. Term and Termination: Duration of agreement, renewal terms, and termination conditions
12. Force Majeure: Provisions for unforeseen circumstances preventing service delivery
13. Dispute Resolution: Procedures for resolving disputes under Saudi law and Sharia principles
14. Governing Law: Specification of Saudi law as governing law and compliance with Sharia principles
1. Disaster Recovery: Required for critical services where business continuity is essential
2. Intellectual Property Rights: Needed when service involves software, technology or proprietary methods
3. Staff and Subcontractors: Include when service provider will use subcontractors or dedicated staff
4. Insurance: Required for high-risk services or when dealing with valuable assets
5. Export Control: Necessary when services involve cross-border data transfer or technology
6. Anti-corruption Compliance: Important for international service providers or government-related services
7. Environmental Compliance: Required for services with environmental impact
8. Change Management: Include for complex services requiring frequent modifications
9. Training and Knowledge Transfer: Important when service includes training or capability building
1. Schedule 1 - Service Level Specifications: Detailed technical specifications of service levels and performance metrics
2. Schedule 2 - Fee Schedule: Detailed breakdown of fees, pricing structure, and payment terms
3. Schedule 3 - Service Credits and Penalties: Calculation methodology for service credits and financial penalties
4. Schedule 4 - Escalation Matrix: Contact details and procedures for issue escalation
5. Schedule 5 - Technical Requirements: Specific technical requirements and standards for service delivery
6. Schedule 6 - Security Standards: Detailed security requirements and compliance standards
7. Schedule 7 - Reporting Requirements: Templates and specifications for regular service reports
8. Appendix A - Key Personnel: List of key personnel from both parties responsible for service delivery
9. Appendix B - Accepted Testing Procedures: Procedures for testing and accepting service delivery
Relevant legal definitions
Clauses
Relevant Industries
Information Technology
Telecommunications
Cloud Services
Professional Services
Financial Services
Healthcare
Manufacturing
Energy
Logistics
Consulting
Relevant Teams
Legal
Information Technology
Procurement
Vendor Management
Operations
Compliance
Risk Management
Finance
Technical Operations
Service Management
Relevant Roles
Chief Technology Officer
Procurement Manager
Legal Counsel
Vendor Management Director
IT Operations Manager
Compliance Officer
Contract Administrator
Service Delivery Manager
Risk Management Officer
Technical Operations Director
Chief Information Officer
Business Relationship Manager
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