The IT Service Agreement is essential for organizations engaging in technology service relationships within Saudi Arabia's jurisdiction. This document serves as a comprehensive framework for defining and governing the delivery of IT services, ensuring compliance with Saudi Arabian regulations including the Electronic Transactions Law, Personal Data Protection Law, and Cybersecurity regulations. It is particularly relevant in the context of Saudi Arabia's Vision 2030 digital transformation initiatives, where organizations increasingly rely on external IT service providers. The agreement covers crucial elements such as service levels, data protection, security measures, and Sharia-compliant commercial terms, while incorporating local business practices and regulatory requirements. This document is vital for protecting both service providers' and customers' interests while ensuring clear accountability and performance metrics in IT service delivery relationships.
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1. Parties: Identification of the service provider and customer, including full legal names, commercial registration numbers, and authorized representatives
2. Background: Context of the agreement and brief description of the parties' business relationship
3. Definitions: Detailed definitions of technical terms, service-related concepts, and other key terms used throughout the agreement
4. Scope of Services: Detailed description of IT services to be provided, including core deliverables and service boundaries
5. Service Provider's Obligations: Comprehensive list of service provider's responsibilities, including service delivery, quality standards, and compliance requirements
6. Customer's Obligations: Customer's responsibilities, including access provision, cooperation requirements, and payment obligations
7. Service Levels: Specific performance metrics, measurement methods, and consequences of non-achievement
8. Fees and Payment Terms: Pricing structure, payment schedule, invoicing procedures, and late payment consequences
9. Data Protection and Security: Obligations regarding data handling, security measures, and compliance with Saudi Arabian data protection laws
10. Intellectual Property Rights: Ownership and usage rights of software, systems, and deliverables
11. Confidentiality: Protection of confidential information and trade secrets of both parties
12. Term and Termination: Duration of agreement, renewal terms, and termination circumstances and procedures
13. Liability and Indemnification: Limitation of liability, indemnification obligations, and insurance requirements
14. Force Majeure: Events excusing performance and procedures for handling force majeure situations
15. Governing Law and Dispute Resolution: Application of Saudi law and dispute resolution mechanisms, including Sharia compliance statement
16. General Provisions: Standard clauses including notices, amendments, assignment, and entire agreement provisions
1. Change Management: Procedures for requesting and implementing changes to services or specifications, used when services are likely to evolve
2. Disaster Recovery: Detailed procedures for service continuity in case of disasters, required for critical services
3. Third-Party Services: Terms governing subcontractors and third-party service providers, needed when external parties are involved
4. Training and Knowledge Transfer: Requirements for training customer personnel, important for complex system implementations
5. Transition Services: Procedures for service handover at the beginning and end of the agreement, crucial for complex service transitions
6. Local Content Requirements: Compliance with Saudi Arabia's local content requirements, necessary for government or semi-government contracts
7. Anti-corruption Compliance: Specific anti-corruption provisions, particularly important for international service providers
8. Software License Terms: Specific terms for software licensing when software is part of the services
1. Service Description Schedule: Detailed technical specifications of all services to be provided
2. Service Level Agreement (SLA): Detailed performance metrics, measurement methods, and remedies
3. Fee Schedule: Detailed breakdown of all fees, charges, and payment terms
4. Technical Requirements: Specific technical requirements, including hardware, software, and network specifications
5. Security Requirements: Detailed security protocols, compliance requirements, and procedures
6. Personnel Schedule: Key personnel, roles, qualifications, and replacement procedures
7. Data Processing Agreement: Detailed terms for handling personal and sensitive data in compliance with Saudi law
8. Business Continuity Plan: Detailed procedures for maintaining service continuity
9. Exit Management Plan: Procedures and requirements for service termination and transition
10. Approved Subcontractors: List of approved third-party service providers and their roles
Relevant legal definitions
Acceptance Criteria
Acceptance Tests
Applicable Laws
Authorized Representatives
Background IP
Business Day
Business Hours
Change Control Procedure
Change Request
Confidential Information
Configuration Items
Contract Year
Critical Service Level
Customer Data
Customer Environment
Customer Materials
Data Protection Laws
Deliverables
Disaster Recovery Plan
Documentation
Effective Date
Emergency Maintenance
Exit Plan
Fees
Force Majeure Event
Good Industry Practice
Incident
Initial Term
Intellectual Property Rights
Key Personnel
Maintenance Window
Malicious Code
Milestone
Personal Data
Planned Maintenance
Project Plan
Resolution Time
Response Time
Service Credits
Service Levels
Service Level Agreement
Services
Service Provider Systems
Service Requirements
Software
Source Code
Specification
Statement of Work
Subcontractor
System
Term
Third-Party Materials
Transition Period
Transition Plan
Upgrade
User
Virus
Working Hours
Acceptance Tests
Applicable Laws
Authorized Representatives
Background IP
Business Day
Business Hours
Change Control Procedure
Change Request
Confidential Information
Configuration Items
Contract Year
Critical Service Level
Customer Data
Customer Environment
Customer Materials
Data Protection Laws
Deliverables
Disaster Recovery Plan
Documentation
Effective Date
Emergency Maintenance
Exit Plan
Fees
Force Majeure Event
Good Industry Practice
Incident
Initial Term
Intellectual Property Rights
Key Personnel
Maintenance Window
Malicious Code
Milestone
Personal Data
Planned Maintenance
Project Plan
Resolution Time
Response Time
Service Credits
Service Levels
Service Level Agreement
Services
Service Provider Systems
Service Requirements
Software
Source Code
Specification
Statement of Work
Subcontractor
System
Term
Third-Party Materials
Transition Period
Transition Plan
Upgrade
User
Virus
Working Hours
Clauses
Interpretation
Appointment
Duration and Term
Service Provision
Service Levels
Change Control
Customer Obligations
Provider Obligations
Acceptance Testing
Personnel
Fees and Payment
Invoicing
Intellectual Property Rights
Data Protection
Confidentiality
Security
Compliance
Audit Rights
Warranties
Liability
Indemnification
Insurance
Force Majeure
Suspension
Termination
Exit Management
Assignment and Subcontracting
Dispute Resolution
Governing Law
Notices
Anti-Corruption
Non-Solicitation
Business Continuity
Disaster Recovery
Third Party Rights
Entire Agreement
Severability
Waiver
Variation
Competition
Data Localization
Technology Export Controls
Service Credits
Performance Monitoring
Reporting
Documentation
Training
Maintenance and Support
System Access
Backup and Recovery
Appointment
Duration and Term
Service Provision
Service Levels
Change Control
Customer Obligations
Provider Obligations
Acceptance Testing
Personnel
Fees and Payment
Invoicing
Intellectual Property Rights
Data Protection
Confidentiality
Security
Compliance
Audit Rights
Warranties
Liability
Indemnification
Insurance
Force Majeure
Suspension
Termination
Exit Management
Assignment and Subcontracting
Dispute Resolution
Governing Law
Notices
Anti-Corruption
Non-Solicitation
Business Continuity
Disaster Recovery
Third Party Rights
Entire Agreement
Severability
Waiver
Variation
Competition
Data Localization
Technology Export Controls
Service Credits
Performance Monitoring
Reporting
Documentation
Training
Maintenance and Support
System Access
Backup and Recovery
Relevant Industries
Information Technology
Banking and Financial Services
Healthcare
Retail
Manufacturing
Government and Public Sector
Education
Telecommunications
Oil and Gas
Construction
Professional Services
E-commerce
Transportation and Logistics
Media and Entertainment
Real Estate
Relevant Teams
Legal
Information Technology
Procurement
Compliance
Risk Management
Operations
Information Security
Vendor Management
Contract Management
Technical Architecture
Service Delivery
Data Protection
Digital Transformation
Enterprise Architecture
Relevant Roles
Chief Information Officer
IT Director
Legal Counsel
Procurement Manager
Contract Manager
IT Project Manager
Information Security Manager
Compliance Officer
Risk Manager
Operations Director
Technical Architecture Manager
Service Delivery Manager
Chief Technology Officer
Chief Digital Officer
Vendor Management Officer
Data Protection Officer
IT Operations Manager
Business Relationship Manager
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