Ecommerce SLA Template for United Arab Emirates

The Ecommerce SLA is essential for businesses operating online retail platforms in the United Arab Emirates, establishing clear service standards and performance metrics between e-commerce service providers and their clients. This agreement is particularly crucial in the UAE's rapidly growing digital commerce sector, where it must comply with Federal Law No. 1 of 2006 on Electronic Commerce and Transactions, along with recent data protection and consumer protection regulations. The document typically outlines platform availability, response times, support levels, security measures, and compensation mechanisms for service failures, while ensuring alignment with UAE's strict digital commerce regulations and cybersecurity requirements. It serves as a critical tool for managing expectations and maintaining service quality in e-commerce operations.

1. Parties: Identification of the service provider and the client, including their full legal names, addresses, and registration details as per UAE requirements

2. Background: Context of the agreement, brief description of the e-commerce platform and services being 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, platform features, and functionalities being provided

5. Service Level Commitments: Specific performance metrics, including platform availability, response times, and transaction processing speeds

6. Monitoring and Reporting: Methods and frequency of service level monitoring, reporting mechanisms, and performance tracking

7. Support Services: Details of technical support, maintenance, and customer service provisions

8. Data Protection and Security: Security measures, data handling procedures, and compliance with UAE data protection laws

9. Disaster Recovery and Business Continuity: Procedures for system recovery, data backup, and business continuity planning

10. Payment Terms: Fee structure, payment schedules, and billing procedures

11. Service Credits and Penalties: Compensation mechanism for service level failures and calculation of service credits

12. Term and Termination: Duration of the agreement, renewal terms, and termination conditions

13. Liability and Indemnification: Limitations of liability and indemnification obligations compliant with UAE law

14. Governing Law and Jurisdiction: Specification of UAE law as governing law and jurisdiction for dispute resolution