IT Managed Services Agreement Template for Saudi Arabia

This IT Managed Services Agreement is designed for use in the Saudi Arabian market where an organization seeks to outsource its IT operations, maintenance, and support to a specialized service provider. The agreement comprehensively covers the delivery of managed IT services, including infrastructure management, help desk support, cybersecurity, data protection, and system maintenance. It ensures compliance with Saudi Arabian regulations, particularly the Essential Cybersecurity Controls, Cloud Computing Regulatory Framework, and data protection laws. This document is crucial for organizations looking to establish a clear framework for IT service delivery while maintaining regulatory compliance and protecting their interests under Saudi law. The agreement includes detailed service level agreements (SLAs), performance metrics, and remedies for service failures, making it suitable for both traditional and cloud-based IT services.

1. Parties: Identification of the service provider and client, including their legal status and registration details

2. Background: Context of the agreement and brief description of the parties' intentions

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

4. Services Scope: Overview of IT managed services to be provided, including core service obligations and service delivery requirements

5. Term and Renewal: Duration of the agreement, including commencement date and renewal provisions

6. Service Provider Obligations: Detailed obligations including service levels, reporting, personnel requirements, and compliance with Saudi regulations

7. Client Obligations: Client responsibilities, including access provision, cooperation requirements, and payment obligations

8. Fees and Payment: Payment terms, fee structure, invoicing requirements, and VAT considerations

9. Service Levels: Performance standards, measurement metrics, and remedies for failure to meet service levels

10. Data Protection and Security: Compliance with Saudi data protection laws, cybersecurity requirements, and data handling procedures

11. Intellectual Property: IP ownership, licenses, and usage rights for all materials and deliverables

12. Confidentiality: Protection of confidential information and trade secrets

13. Liability and Indemnification: Limitation of liability, indemnification obligations, and risk allocation

14. Force Majeure: Events excusing performance and related procedures

15. Termination: Termination rights, procedures, and consequences

16. Exit and Migration: Procedures for service transition upon termination

17. Governing Law and Dispute Resolution: Saudi law as governing law and dispute resolution procedures