This Ecommerce SLA template is designed for use in the Saudi Arabian market where e-commerce activities are governed by specific regulatory requirements and Sharia principles. The document is essential when establishing or maintaining e-commerce operations in Saudi Arabia, particularly when contracting for platform services, hosting, or related technical support. It addresses critical aspects such as service availability, performance metrics, security standards, and compliance with local data protection laws. The SLA incorporates requirements from the Saudi E-commerce Law of 2019, the Cloud Computing Regulatory Framework, and other relevant legislation, making it suitable for both local and international companies operating in the Saudi market. This document is particularly important given the rapid growth of e-commerce in Saudi Arabia and the increasing focus on digital transformation as part of the Saudi Vision 2030 initiative.
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 of the service provider and customer, including their legal status and registration details
2. Background: Context of the agreement and brief description of the e-commerce 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 the e-commerce services, including platform specifications and functionalities
5. Service Levels: Specific performance metrics, availability guarantees, and response times
6. Performance Monitoring: Methods and tools for measuring and reporting service performance
7. Security Requirements: Security protocols, data protection measures, and compliance with Saudi cybersecurity regulations
8. Data Protection: Compliance with Saudi data protection laws, data handling procedures, and privacy requirements
9. Payment Terms: Service fees, payment schedule, and billing procedures
10. Support Services: Technical support levels, response times, and escalation procedures
11. Term and Termination: Duration of the agreement, renewal terms, and termination conditions
12. Dispute Resolution: Procedures for resolving disputes, including Saudi law compliance and Sharia principles
13. Force Majeure: Circumstances beyond parties' control affecting service delivery
14. Governing Law: Specification of Saudi Arabian law and Sharia principles as governing law
1. Disaster Recovery: Detailed recovery procedures and business continuity plans, recommended for critical e-commerce services
2. Third-Party Integration: Terms governing integration with third-party services, needed when external services are part of the solution
3. Custom Development: Terms for custom feature development, included when bespoke development is part of the service
4. Marketing and Branding: Guidelines for service provider's use of customer's brand, included when relevant
5. Training Services: Terms for user training and documentation, included when training is part of the service package
6. Multi-language Support: Terms for multiple language support, included for international e-commerce platforms
7. Geographic Restrictions: Specific terms for geographic service limitations or requirements, included for region-specific services
1. Schedule 1 - Service Level Metrics: Detailed technical specifications of service levels, including uptime, response times, and performance metrics
2. Schedule 2 - Fee Schedule: Detailed breakdown of all fees, charges, and payment terms
3. Schedule 3 - Technical Requirements: Specific technical requirements, including hardware, software, and network specifications
4. Schedule 4 - Support Procedures: Detailed support processes, escalation procedures, and contact information
5. Schedule 5 - Security Standards: Detailed security protocols and compliance requirements
6. Appendix A - Incident Response Plan: Procedures for handling and responding to security incidents and service disruptions
7. Appendix B - Data Processing Agreement: Detailed terms for data processing in compliance with Saudi data protection laws
8. Appendix C - Service Credits: Calculation and application of service credits for performance failures
Relevant legal definitions
Clauses
Relevant Industries
Retail
E-commerce
Technology
Digital Services
Online Marketplaces
Consumer Goods
Fashion & Apparel
Electronics
Digital Payment Services
Logistics & Supply Chain
Food & Beverage
Relevant Teams
Legal
Information Technology
Digital Operations
Compliance
Procurement
E-commerce Operations
Information Security
Vendor Management
Technical Support
Platform Operations
Risk Management
Digital Strategy
Relevant Roles
E-commerce Manager
IT Director
Chief Technology Officer
Digital Operations Manager
Compliance Officer
Legal Counsel
Procurement Manager
Platform Operations Manager
Technical Service Manager
Digital Commerce Director
Information Security Manager
Vendor Relations Manager
Chief Digital Officer
E-commerce Operations Director
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)