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This document serves as a comprehensive framework for establishing and managing outsourcing relationships in Saudi Arabia through a detailed Service Level Agreement (SLA). The Outsourcing SLA is essential for organizations seeking to externalize specific functions while maintaining control over service quality and ensuring compliance with Saudi regulations. It is particularly relevant in the context of Saudi Arabia's Vision 2030 initiatives and the kingdom's growing focus on digital transformation and service sector development. The document addresses critical aspects such as service delivery standards, performance measurement, governance structures, and regulatory compliance, including Saudization requirements, data protection regulations, and cybersecurity standards. It is designed to protect both service providers and customers while facilitating efficient service delivery and risk management in accordance with Saudi Arabian law.

1. Parties: Identification of the service provider and customer, including their full legal names, registration numbers, and registered addresses

2. Background: Context of the agreement, including brief description of the parties' businesses and the purpose of the outsourcing arrangement

3. Definitions: Detailed definitions of technical terms, service-related terminology, and other key concepts used throughout the agreement

4. Services: Comprehensive description of the services to be provided, including scope, deliverables, and exclusions

5. Service Levels: Detailed performance metrics, KPIs, and minimum service level requirements

6. Performance Monitoring: Procedures for monitoring and reporting on service levels, including reporting frequencies and formats

7. Charges and Payment: Pricing structure, payment terms, invoicing procedures, and any performance-related incentives or penalties

8. Staff and Resources: Requirements for personnel, including Saudization compliance, qualifications, and security clearance requirements

9. Governance and Management: Management structure, escalation procedures, regular review meetings, and communication protocols

10. Data Protection and Security: Obligations regarding data security, privacy, and compliance with Saudi data protection regulations

11. Intellectual Property Rights: Ownership and usage rights of pre-existing and newly created intellectual property

12. Confidentiality: Obligations regarding confidential information protection and permitted disclosures

13. Liability and Indemnities: Limitations of liability, indemnification obligations, and insurance requirements

14. Term and Termination: Duration of the agreement, renewal provisions, and termination rights

15. Exit Management: Procedures for service transition upon termination, including knowledge transfer and data handover

16. General Provisions: Standard legal provisions including governing law, dispute resolution, and force majeure