This Customer Service Level Agreement template is specifically designed for use in the Saudi Arabian market, where service relationships must comply with both Shariah principles and modern commercial regulations. The document is essential for businesses providing ongoing services to customers, establishing clear, measurable service standards and performance metrics. It should be used when there is a need to formalize service delivery commitments, define quality standards, and establish accountability mechanisms. The agreement incorporates requirements from Saudi commercial law, consumer protection regulations, and industry-specific standards, while providing flexibility for customization based on specific service types. It includes comprehensive sections on service definitions, performance measurements, reporting requirements, and remedy mechanisms, making it suitable for both simple and complex service relationships in the Saudi market.
Your data doesn't train Genie's AI
You keep IP ownership of your information
Thank you! Your submission has been received!
Oops! Something went wrong while submitting the form.
OR
Let Ƶ's market-leading legal AI identify missing terms, unusual language, compliance issues and more - in just seconds.
1. Parties: Identification and details of the service provider and customer, including registration numbers and authorized representatives
2. Background: Context of the agreement and brief description of the services to be provided
3. Definitions: Detailed definitions of technical terms, service metrics, and key concepts used throughout the agreement
4. Service Description: Comprehensive description of services to be provided, including scope and exclusions
5. Service Levels: Detailed performance metrics, measurement methods, and minimum service level requirements
6. Service Monitoring and Reporting: Procedures for monitoring service performance and reporting mechanisms
7. Response and Resolution Times: Specified timeframes for responding to and resolving various categories of service issues
8. Customer Obligations: Requirements and responsibilities of the customer to enable service delivery
9. Fees and Payment Terms: Pricing structure, payment schedules, and related financial terms
10. Service Credits and Penalties: Compensation mechanism for service level failures and calculation methods
11. Term and Termination: Duration of the agreement, renewal terms, and termination conditions
12. Confidentiality: Protection of confidential information and data security requirements
13. Dispute Resolution: Procedures for handling disputes, including Saudi law compliance and Shariah principles
14. Force Majeure: Circumstances under which service levels may be suspended due to events beyond reasonable control
15. General Provisions: Standard legal clauses including notices, amendments, and governing law
1. Disaster Recovery: Detailed procedures for service continuity in case of major disruptions, recommended for critical services
2. Data Protection and Privacy: Specific provisions for handling personal data, required if personal data processing is involved
3. Security Requirements: Detailed security protocols and compliance requirements, essential for IT or sensitive services
4. Transition Services: Procedures for service handover at the beginning and end of the agreement, useful for complex services
5. Compliance with Industry Standards: Specific industry compliance requirements, necessary for regulated sectors
6. Environmental and Social Responsibility: Sustainability and social responsibility commitments, relevant for environmentally sensitive services
7. Intellectual Property Rights: IP ownership and usage rights, important for technology or content-related services
8. Insurance Requirements: Specific insurance coverage requirements, recommended for high-risk services
1. Schedule 1 - Service Specifications: Detailed technical specifications of the services
2. Schedule 2 - Service Level Metrics: Detailed breakdown of performance metrics, measurement methods, and targets
3. Schedule 3 - Price Schedule: Detailed pricing information, including rate cards and calculation methods
4. Schedule 4 - Escalation Matrix: Contact details and procedures for different levels of issue escalation
5. Schedule 5 - Report Ƶ: Standard formats for various service reports and performance measurements
6. Schedule 6 - Operating Procedures: Detailed operational procedures and processes
7. Appendix A - Technical Requirements: Specific technical requirements and standards to be maintained
8. Appendix B - Security Protocols: Detailed security procedures and requirements
Authors
Relevant legal definitions
Clauses
Relevant Industries
Information Technology
Telecommunications
Facilities Management
Professional Services
Healthcare Services
Financial Services
Cloud Computing
Managed Services
Manufacturing
Logistics and Supply Chain
Energy and Utilities
Business Process Outsourcing
Security Services
Maintenance Services
Relevant Teams
Legal
Operations
Customer Service
Quality Assurance
Compliance
Technical Support
Account Management
Service Delivery
Contract Administration
Risk Management
Commercial
Procurement
Business Development
Relevant Roles
Contract Manager
Service Delivery Manager
Operations Director
Legal Counsel
Compliance Officer
Customer Service Manager
Quality Assurance Manager
Technical Services Manager
Account Manager
Project Manager
Risk Manager
Commercial Director
Chief Operations Officer
Procurement Manager
Business Development Manager
Service Level Coordinator
Find the exact document you need
SLA Maintenance Contract
A Saudi Arabian law-governed agreement defining maintenance service levels, performance standards, and operational requirements between service provider and client.
find out more
Team Slas
A Saudi Arabian law-compliant Service Level Agreement defining service standards and performance metrics between internal organizational teams.
find out more
SLA Change Management
A Saudi Arabia-compliant framework for managing changes to Service Level Agreements, outlining procedures and requirements under local law.
find out more
Sla (Retail)
A Saudi Arabia-compliant Service Level Agreement template for retail sector services, incorporating local legal requirements and Sharia principles.
find out more
SLA Request
A formal request document for establishing service level agreements under Saudi Arabian law, outlining proposed service standards and performance requirements.
find out more
Default SLA
Standard Service Level Agreement template compliant with Saudi Arabian law, defining service delivery standards and performance metrics.
find out more
Ecommerce SLA
An E-commerce Service Level Agreement compliant with Saudi Arabian regulations and Sharia law, defining performance standards and service metrics for online retail platforms.
find out more
SLA For Problem Management
A Saudi Arabian-compliant Service Level Agreement defining problem management services, response times, and resolution targets between IT service providers and customer organizations.
find out more
Defect Resolution SLA
A Saudi Arabian law-governed agreement defining service levels and procedures for defect resolution, including response times and remediation processes.
find out more
Service Level Agreement (Healthcare)
A Saudi Arabian healthcare service level agreement defining quality standards and operational requirements for healthcare service delivery, governed by Saudi law and regulations.
find out more
Average SLA
A Saudi Arabian law-compliant Service Level Agreement defining service standards, performance metrics, and mutual obligations between service provider and recipient.
find out more
Agency SLA
A Saudi Arabia-compliant agreement establishing service levels and performance metrics between a principal company and its commercial agent.
find out more
Network SLA Monitoring
A Saudi Arabian law-governed agreement establishing network service level monitoring requirements, metrics, and compliance standards under CITC regulations.
find out more
SLA Production
A Saudi Arabian law-governed Service Level Agreement defining performance metrics and quality standards for production services.
find out more
P1 Incident SLA
Service Level Agreement for Priority 1 (P1) incident management, compliant with Saudi Arabian law and regulations, defining critical incident response and resolution requirements.
find out more
Maintenance SLA
Saudi Arabia-compliant maintenance service level agreement template establishing service delivery framework and performance standards under local law.
find out more
API Service Level Agreement
A Saudi Arabian law-governed agreement defining API service levels, performance metrics, and technical specifications, ensuring regulatory compliance and clear service commitments.
find out more
Outsourcing SLA
Service Level Agreement template for outsourcing arrangements in Saudi Arabia, incorporating local regulatory requirements and performance metrics.
find out more
Cleaning Service Level Agreement
A Shariah-compliant cleaning service level agreement template for use in Saudi Arabia, defining terms and standards for professional cleaning services.
find out more
Maintenance Level Agreement
A Saudi law-governed agreement establishing maintenance service levels, performance standards, and mutual obligations between service providers and clients.
find out more
SLA Training
A Saudi Arabian-governed agreement establishing service levels and performance metrics for professional training services delivery.
find out more
SLA Employee
An employee Service Level Agreement compliant with Saudi Labor Law, combining standard employment terms with specific performance metrics and service level expectations.
find out more
SLA Database
A Saudi Arabian law-governed Service Level Agreement establishing performance standards and security requirements for database services, incorporating local regulations and Islamic law principles.
find out more
SLA Audit
A Saudi Arabian law-compliant framework for auditing Service Level Agreements, ensuring service performance meets contractual and regulatory requirements.
find out more
Shipping SLA
Saudi Arabia-compliant Shipping Service Level Agreement template establishing service standards, operational procedures, and performance metrics for shipping services.
find out more
Security Level Agreement
A Saudi Arabian law-governed agreement defining security requirements, standards, and service levels between parties, incorporating NCA compliance requirements and security controls.
find out more
Procurement SLA
A Saudi Arabian law-governed agreement establishing service levels and performance metrics for procurement services, ensuring compliance with local regulations and commercial requirements.
find out more
Performance SLA
A Performance SLA under Saudi Arabian law defining service standards, metrics, and remedies while ensuring compliance with local regulations and Sharia principles.
find out more
Office SLA
A Saudi Arabian office services agreement defining performance standards and operational requirements for office support services under local law.
find out more
Latency SLA
A Service Level Agreement governing network latency standards and performance metrics under Saudi Arabian law, including measurement and compensation mechanisms.
find out more
Finance SLA
A Saudi Arabian Financial Service Level Agreement establishing service standards and performance metrics while ensuring compliance with SAMA regulations and Sharia principles.
find out more
Monthly SLA
A monthly Service Level Agreement under Saudi Arabian law defining service standards, performance metrics, and delivery requirements between service provider and client.
find out more
Marketing SLA
A Saudi Arabian law-governed agreement defining marketing service levels, performance standards, and delivery requirements between a marketing service provider and client.
find out more
Logistics SLA
A Saudi Arabia-governed service level agreement defining logistics service standards, KPIs, and operational requirements in compliance with local regulations.
find out more
Downtime SLA
A Saudi Arabia-compliant Service Level Agreement template focusing on service downtime commitments, measurements, and remedies under Saudi law.
find out more
Development SLA
A Service Level Agreement for software development services in Saudi Arabia, establishing performance metrics and delivery commitments under Saudi law.
find out more
Delivery SLA
A Saudi Arabian law-governed Service Level Agreement establishing performance metrics and terms for delivery services, ensuring regulatory compliance and operational efficiency.
find out more
Data Slas
A Saudi Arabian-compliant Data Service Level Agreement defining performance standards and data protection requirements for data services.
find out more
Daily SLA
A daily service level agreement template compliant with Saudi Arabian law, defining daily performance metrics and service delivery standards.
find out more
Critical SLA
Critical Service Level Agreement template for high-priority services in Saudi Arabia, combining international standards with local legal compliance requirements.
find out more
ұԾ’s Security Promise
Genie is the safest place to draft. Here’s how we prioritise your privacy and security.
Your documents are private:
We do not train on your data; ұԾ’s AI improves independently
All data stored on Genie is private to your organisation
Your documents are protected:
Your documents are protected by ultra-secure 256-bit encryption
We are ISO27001 certified, so your data is secure
Organizational security:
You retain IP ownership of your documents and their information
You have full control over your data and who gets to see it
.png)