This External SLA template is designed for use in the Saudi Arabian market where a formal agreement is needed to govern the delivery of services by an external provider. The document is particularly relevant in situations requiring clear definition of service expectations, performance metrics, and accountability mechanisms. It incorporates key requirements of Saudi Arabian commercial law, including the Law of Commercial Courts (2020), relevant cybersecurity regulations, and data protection requirements. The External SLA includes essential provisions for service delivery standards, monitoring procedures, remedy mechanisms, and reporting requirements, while maintaining alignment with local business practices and regulatory frameworks. This template is structured to accommodate various service types while ensuring compliance with Saudi Arabian legal requirements and, where necessary, Shariah principles.
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1. Parties: Identification of service provider and customer, including full legal names, registration numbers, and addresses
2. Background: Context of the agreement, brief description of services, and purpose of the SLA
3. Definitions: Detailed definitions of technical terms, service metrics, and key concepts used throughout the agreement
4. Services Overview: High-level description of services to be provided
5. Service Levels: Detailed performance metrics, measurement methods, and minimum acceptable service levels
6. Service Credits and Penalties: Compensation mechanism for service level failures and calculation methods
7. Monitoring and Reporting: Methods and frequency of service level measurement and reporting
8. Support and Response Times: Support levels, response times, and escalation procedures
9. Customer Obligations: Requirements and responsibilities of the customer
10. Force Majeure: Circumstances beyond reasonable control affecting service delivery
11. Term and Termination: Duration of agreement, renewal terms, and termination conditions
12. Governing Law and Jurisdiction: Specification of Saudi Arabian law and jurisdiction
1. Data Protection and Privacy: Required when services involve processing personal or sensitive data
2. Security Requirements: Needed when services involve IT systems or sensitive information
3. Business Continuity: Important for critical services requiring disaster recovery planning
4. Change Management: Relevant for services requiring frequent modifications or updates
5. Compliance with Shariah Law: Required when specific Islamic law compliance needs to be addressed
6. Third-Party Dependencies: Necessary when service delivery relies on third-party providers
7. Training and Knowledge Transfer: Important when service includes staff training or capability building
1. Service Description Schedule: Detailed technical specifications of services
2. Service Level Metrics Schedule: Detailed breakdown of all SLA metrics and measurement methodologies
3. Pricing and Service Credits Schedule: Detailed pricing structure and service credit calculations
4. Technical Requirements Schedule: Infrastructure and technical requirements for service delivery
5. Operational Procedures Schedule: Detailed procedures for day-to-day operations and support
6. Contact Matrix: Key contacts and escalation hierarchy for both parties
7. Report Templates: Standard formats for service level reporting
Relevant legal definitions
Agreement
Service Hours
Business Day
Service Levels
Service Credits
Service Level Failure
Measurement Period
Response Time
Resolution Time
Critical Incident
Major Incident
Minor Incident
Scheduled Maintenance
Emergency Maintenance
Force Majeure Event
Performance Reports
Service Availability
Downtime
Uptime
Key Performance Indicators (KPIs)
Service Provider
Customer
Authorized Representatives
Support Services
Escalation Process
Service Requirements
Service Specifications
Acceptance Criteria
Quality Standards
Compliance Requirements
Data Protection Laws
Confidential Information
Intellectual Property Rights
Service Location
Business Continuity Plan
Disaster Recovery Plan
Root Cause Analysis
Service Improvement Plan
Technical Requirements
Service Dependencies
Maintenance Window
Help Desk
Support Tiers
Change Request
Service Modification
Reporting Period
Review Meeting
Governance Framework
Exit Plan
Service Hours
Business Day
Service Levels
Service Credits
Service Level Failure
Measurement Period
Response Time
Resolution Time
Critical Incident
Major Incident
Minor Incident
Scheduled Maintenance
Emergency Maintenance
Force Majeure Event
Performance Reports
Service Availability
Downtime
Uptime
Key Performance Indicators (KPIs)
Service Provider
Customer
Authorized Representatives
Support Services
Escalation Process
Service Requirements
Service Specifications
Acceptance Criteria
Quality Standards
Compliance Requirements
Data Protection Laws
Confidential Information
Intellectual Property Rights
Service Location
Business Continuity Plan
Disaster Recovery Plan
Root Cause Analysis
Service Improvement Plan
Technical Requirements
Service Dependencies
Maintenance Window
Help Desk
Support Tiers
Change Request
Service Modification
Reporting Period
Review Meeting
Governance Framework
Exit Plan
Clauses
Service Definitions
Service Levels and KPIs
Performance Monitoring
Service Credits and Penalties
Support Services
Response Times
Incident Management
Change Management
Reporting Requirements
Customer Obligations
Service Provider Obligations
Data Protection
Confidentiality
Intellectual Property
Force Majeure
Liability and Indemnification
Insurance
Term and Termination
Dispute Resolution
Governing Law
Assignment and Subcontracting
Notices
Entire Agreement
Severability
Compliance with Laws
Business Continuity
Security Requirements
Audit Rights
Fees and Payment
Service Review and Improvement
Service Levels and KPIs
Performance Monitoring
Service Credits and Penalties
Support Services
Response Times
Incident Management
Change Management
Reporting Requirements
Customer Obligations
Service Provider Obligations
Data Protection
Confidentiality
Intellectual Property
Force Majeure
Liability and Indemnification
Insurance
Term and Termination
Dispute Resolution
Governing Law
Assignment and Subcontracting
Notices
Entire Agreement
Severability
Compliance with Laws
Business Continuity
Security Requirements
Audit Rights
Fees and Payment
Service Review and Improvement
Relevant Industries
Information Technology
Telecommunications
Cloud Services
Managed Services
Professional Services
Healthcare
Financial Services
Manufacturing
Logistics
Facilities Management
Education
Government Services
Relevant Teams
Legal
Operations
Procurement
Information Technology
Service Delivery
Compliance
Risk Management
Commercial
Account Management
Quality Assurance
Technical Support
Contract Administration
Relevant Roles
Contract Manager
Service Delivery Manager
Operations Director
Chief Technology Officer
Procurement Manager
Legal Counsel
Compliance Officer
Account Manager
Project Manager
Quality Assurance Manager
Risk Manager
Commercial Director
Technical Services Manager
Customer Success Manager
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