This Cloud Services Agreement template is designed for use in the United Arab Emirates, addressing the specific regulatory and business requirements of the UAE market. It serves as the primary contract between cloud service providers and their customers, whether they are government entities, private enterprises, or organizations operating in free zones. The agreement comprehensively covers essential elements such as service delivery, performance metrics, data protection, security standards, and compliance with UAE federal laws including Federal Decree-Law No. 45 of 2021 on Personal Data Protection and Federal Law No. 2 of 2019 on Cybercrime. It is particularly relevant given the UAE's rapid digital transformation and increasing adoption of cloud services across various sectors, incorporating necessary provisions for data residency, cross-border data transfers, and specific regulatory requirements for different emirates and free zones.
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1. Parties: Identification of the cloud service provider and customer, including registration details required under UAE law
2. Background: Context of the agreement and brief description of the cloud services being provided
3. Definitions: Detailed definitions of technical terms, service components, and legal terms used throughout the agreement
4. Services Description: Detailed description of the cloud services, including technical specifications and service parameters
5. Service Levels: Specific service level commitments, measurement metrics, and remedies for failure to meet SLAs
6. Customer Obligations: Customer responsibilities, acceptable use policies, and compliance requirements
7. Fees and Payment: Pricing, payment terms, invoicing procedures, and late payment consequences
8. Data Protection and Privacy: Compliance with UAE data protection laws, data handling procedures, and privacy safeguards
9. Security Requirements: Security measures, protocols, and compliance with UAE cybersecurity regulations
10. Intellectual Property Rights: IP ownership, licenses, and usage rights for the service and customer data
11. Confidentiality: Protection of confidential information and trade secrets
12. Liability and Indemnification: Limitation of liability, indemnification obligations, and risk allocation
13. Term and Termination: Contract duration, renewal terms, and termination rights and procedures
14. Force Majeure: Events excusing performance, including specific provisions relevant to cloud services
15. Governing Law and Jurisdiction: UAE law as governing law and jurisdiction provisions
16. General Provisions: Standard boilerplate clauses adapted to UAE law requirements
1. Data Localization Requirements: Required if dealing with government entities or specific sectors requiring data to be stored within UAE
2. Disaster Recovery: Detailed disaster recovery procedures, required for enterprise or critical service agreements
3. Professional Services: Include when additional implementation, training, or consulting services are provided
4. Change Management: Required for enterprise agreements where formal change processes are needed
5. Service Credits: Include when specific financial remedies are offered for service level failures
6. Compliance with Sector-Specific Regulations: Required when serving regulated industries like healthcare or financial services
7. Insurance Requirements: Include for enterprise agreements or when required by customer policy
8. Audit Rights: Include for enterprise customers or when handling sensitive data
9. Exit Management: Required for complex implementations requiring detailed transition assistance
1. Service Description Schedule: Detailed technical specifications and service descriptions
2. Service Level Agreement: Detailed SLA metrics, measurement methods, and remedies
3. Pricing Schedule: Detailed pricing, payment terms, and calculation methodologies
4. Security Standards and Procedures: Detailed security protocols, certifications, and compliance measures
5. Data Processing Agreement: Detailed data handling procedures and compliance with UAE data protection laws
6. Acceptable Use Policy: Detailed rules and restrictions for service usage
7. Support Services Schedule: Support level descriptions, response times, and escalation procedures
8. Business Continuity Plan: Detailed disaster recovery and business continuity procedures
9. Technical Requirements: Customer infrastructure and technical requirements for service use
10. Exit Management Plan: Detailed procedures for service termination and transition
Relevant legal definitions
Acceptable Use Policy
Access Credentials
Authorized User
Business Day
Business Hours
Confidential Information
Cloud Services
Customer Data
Data Center
Data Protection Laws
Disaster Recovery Plan
Documentation
Emergency Maintenance
Fees
Force Majeure Event
Intellectual Property Rights
Implementation Services
Licensed Software
Maintenance Window
Personal Data
Professional Services
Response Time
Service Credits
Service Levels
Service Level Agreement
Security Breach
Security Requirements
Service Location
Service Provider Systems
Subscription Term
Support Services
System Administrator
Technical Requirements
Third Party Applications
UAE Data Protection Law
Updates
Usage Data
User Account
Virus
Written Notice
Access Credentials
Authorized User
Business Day
Business Hours
Confidential Information
Cloud Services
Customer Data
Data Center
Data Protection Laws
Disaster Recovery Plan
Documentation
Emergency Maintenance
Fees
Force Majeure Event
Intellectual Property Rights
Implementation Services
Licensed Software
Maintenance Window
Personal Data
Professional Services
Response Time
Service Credits
Service Levels
Service Level Agreement
Security Breach
Security Requirements
Service Location
Service Provider Systems
Subscription Term
Support Services
System Administrator
Technical Requirements
Third Party Applications
UAE Data Protection Law
Updates
Usage Data
User Account
Virus
Written Notice
Clauses
Definitions
Service Provision
License Grant
Service Levels
Security
Data Protection
Data Processing
Acceptable Use
Customer Obligations
Provider Obligations
Technical Requirements
Implementation
Support Services
Professional Services
Fees
Payment
Intellectual Property
Confidentiality
Data Backup
Business Continuity
Disaster Recovery
Audit Rights
Warranties
Indemnification
Limitation of Liability
Insurance
Force Majeure
Term
Termination
Exit Management
Data Migration
Dispute Resolution
Governing Law
Assignment
Subcontracting
Notices
Amendments
Entire Agreement
Severability
Waiver
Third Party Rights
Service Provision
License Grant
Service Levels
Security
Data Protection
Data Processing
Acceptable Use
Customer Obligations
Provider Obligations
Technical Requirements
Implementation
Support Services
Professional Services
Fees
Payment
Intellectual Property
Confidentiality
Data Backup
Business Continuity
Disaster Recovery
Audit Rights
Warranties
Indemnification
Limitation of Liability
Insurance
Force Majeure
Term
Termination
Exit Management
Data Migration
Dispute Resolution
Governing Law
Assignment
Subcontracting
Notices
Amendments
Entire Agreement
Severability
Waiver
Third Party Rights
Relevant Industries
Technology
Financial Services
Healthcare
Government Services
Education
Retail
Manufacturing
Telecommunications
Professional Services
Real Estate
Energy
Transportation and Logistics
Media and Entertainment
Hospitality
Relevant Teams
Legal
Information Technology
Information Security
Procurement
Compliance
Risk Management
Operations
Digital Transformation
Vendor Management
Infrastructure
Cloud Operations
Enterprise Architecture
Data Protection
Relevant Roles
Chief Technology Officer
Chief Information Officer
IT Director
Legal Counsel
Procurement Manager
Information Security Manager
Data Protection Officer
Cloud Infrastructure Manager
IT Operations Manager
Compliance Officer
Risk Manager
Enterprise Architect
Technical Operations Director
Digital Transformation Manager
Vendor Management Director
Chief Digital Officer
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