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Outsourcing Service Level Agreement

Outsourcing Service Level Agreement Template for Saudi Arabia

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Key Requirements PROMPT example:

Outsourcing Service Level Agreement

"I need an Outsourcing Service Level Agreement for IT support services to be provided by a foreign company to our Saudi Arabian healthcare organization, starting March 2025, with special emphasis on data protection and HIPAA-equivalent standards."

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Document background
The Outsourcing Service Level Agreement is a critical document used when organizations in Saudi Arabia engage external providers for specific services or operations. It is particularly relevant in today's business environment where companies increasingly rely on specialized service providers for various functions while ensuring compliance with Saudi regulations and Sharia law. This document establishes clear performance metrics, service standards, and operational requirements while addressing specific Saudi Arabian legal considerations including data protection, labor laws, and local business practices. It includes comprehensive details about service delivery, performance measurement, pricing, governance, and risk management, making it essential for both service providers and customers in establishing clear expectations and accountability in their business relationship.
Suggested Sections

1. Parties: Identification of the service provider and customer, including official registration details as required by Saudi law

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

3. Definitions: Detailed definitions of terms used throughout the agreement, including technical and legal terminology

4. Scope of Services: Detailed description of services to be provided, including core obligations and deliverables

5. Service Levels and KPIs: Specific performance metrics, measurement methods, and reporting requirements

6. Term and Renewal: Duration of the agreement, renewal terms, and notice periods

7. Charges and Payment: Pricing, payment terms, invoicing procedures, and VAT considerations

8. Service Provider Obligations: Detailed responsibilities and commitments of the service provider

9. Customer Obligations: Responsibilities and commitments required from the customer

10. Data Protection and Security: Compliance with Saudi data protection laws and security requirements

11. Confidentiality: Protection of confidential information and trade secrets

12. Intellectual Property Rights: Ownership and usage rights of IP created or used during service provision

13. Liability and Indemnification: Limitation of liability and indemnification provisions compliant with Saudi law

14. Force Majeure: Events beyond parties' control and their consequences

15. Termination: Grounds for termination, notice requirements, and consequences

16. Governing Law and Jurisdiction: Specification of Saudi law as governing law and jurisdiction details

17. Dispute Resolution: Process for resolving disputes, including Saudi court jurisdiction or arbitration

18. General Provisions: Standard boilerplate clauses adapted to Saudi law requirements

Optional Sections

1. Transition Services: Details of knowledge transfer and transition arrangements, used when complex service handover is required

2. Business Continuity: Disaster recovery and business continuity requirements, essential for critical services

3. Insurance: Specific insurance requirements, important for high-risk services

4. Environmental Compliance: Environmental obligations and compliance requirements, relevant for services with environmental impact

5. Staff and Subcontractors: Requirements for service provider personnel and subcontractor usage, important when specific expertise or Saudization requirements apply

6. Change Control: Procedures for managing changes to services or terms, useful for long-term or complex agreements

7. Audit Rights: Customer's rights to audit service provider's performance and compliance, important for regulated industries

8. Islamic Finance Compliance: Specific provisions ensuring compliance with Islamic finance principles, necessary when financial services are involved

Suggested Schedules

1. Service Description: Detailed technical specifications of services to be provided

2. Service Levels: Detailed metrics, measurement methods, and reporting requirements

3. Charges: Detailed pricing structure, including rate cards and payment calculations

4. Key Personnel: List of key staff members and their roles

5. Technical Requirements: Specific technical standards and requirements

6. Security Requirements: Detailed security protocols and compliance requirements

7. Data Processing Agreement: Specific terms for handling personal data in compliance with Saudi law

8. Business Continuity Plan: Detailed procedures for ensuring service continuity

9. Exit Plan: Detailed procedures for service termination and transition

10. Approved Subcontractors: List of approved subcontractors and their roles

Authors

Alex Denne

Head of Growth (Open Source Law) @ Genie AI | 3 x UCL-Certified in Contract Law & Drafting | 4+ Years Managing 1M+ Legal Documents | Serial Founder & Legal AI Author

Linkedin in social icon imageX social icon image
alex.den.21@genieai.co
Relevant legal definitions
Acceptance Criteria
Affiliate
Agreement
Applicable Law
Authorized Representative
Background IP
Baseline
Business Day
Business Hours
Change Control Procedure
Charges
Commencement Date
Confidential Information
Contract Year
Customer
Customer Data
Customer Materials
Data Protection Laws
Deliverables
Disaster Recovery Plan
Dispute Resolution Procedure
Documentation
Effective Date
Emergency Maintenance
Exit Plan
Force Majeure Event
Good Industry Practice
Governance Procedures
Initial Term
Intellectual Property Rights
Key Performance Indicators
Key Personnel
Local Time
Maintenance Window
Material Breach
Milestone
Notice
Operating Environment
Performance Credits
Performance Reports
Personal Data
Planned Maintenance
Project Plan
Quality Standards
Related Agreements
Relevant Authority
Renewal Period
Response Time
SAR
Service Credits
Service Hours
Service Levels
Service Provider
Service Provider Personnel
Services
Sharia Compliant
Site
Specifications
Subcontractor
Term
Termination Date
Third Party
Transition Period
Transition Plan
VAT
Working Hours
Clauses
Service Provision
Service Levels
Performance Monitoring
Key Performance Indicators
Charges and Payment
Invoicing
Term and Duration
Renewal
Data Protection
Data Security
Confidentiality
Intellectual Property
Personnel
Subcontracting
Compliance with Laws
Sharia Compliance
Quality Standards
Audit Rights
Reporting
Change Management
Force Majeure
Liability
Indemnification
Insurance
Termination
Exit Management
Transition Services
Dispute Resolution
Governing Law
Assignment
Anti-Corruption
Competition
Notice
Amendments
Entire Agreement
Severability
Third Party Rights
Waiver
Business Continuity
Disaster Recovery
Risk Management
Regulatory Compliance
Environmental Compliance
Health and Safety
Records and Documentation
Customer Obligations
Service Provider Obligations
Relationship Management
Governance
Performance Reviews
Escalation Procedures
Relevant Industries

Information Technology

Business Process Outsourcing

Healthcare

Financial Services

Manufacturing

Telecommunications

Professional Services

Energy and Utilities

Retail

Logistics and Supply Chain

Education

Government Services

Relevant Teams

Legal

Procurement

Operations

Information Technology

Vendor Management

Compliance

Finance

Risk Management

Project Management

Quality Assurance

Information Security

Business Operations

Strategy

Relevant Roles

Chief Information Officer

Procurement Manager

Legal Counsel

Operations Director

Vendor Management Officer

Compliance Officer

Service Delivery Manager

Contract Manager

Chief Technology Officer

Risk Manager

Chief Financial Officer

Project Manager

Business Relationship Manager

Quality Assurance Manager

Information Security Officer

Industries
Labor Law (Royal Decree No. M/51): Governs employment relationships and labor rights in Saudi Arabia, including regulations on outsourcing arrangements and worker protection
Cloud Computing Regulatory Framework (CCRF): Regulates cloud services and data hosting arrangements, critical for IT outsourcing agreements in Saudi Arabia
Saudi Arabia Personal Data Protection Law (PDPL): Regulates the collection, processing, and transfer of personal data, crucial for outsourcing arrangements involving data handling
Anti-Commercial Fraud Law: Ensures transparency and fairness in commercial transactions and service delivery
Commercial Courts Law (Royal Decree No. M/93): Governs commercial disputes and contract enforcement, including service level agreements
Electronic Transactions Law (Royal Decree No. M/18): Regulates electronic transactions and digital signatures, relevant for online service delivery and documentation
Communications and Information Technology Commission (CITC) Regulations: Governs telecommunications and IT services, including outsourcing of technical services
Value Added Tax (VAT) Law: Regulates tax implications of service agreements and cross-border transactions
Saudi Commercial Law: Provides general framework for commercial contracts and business relationships
Sharia Law Principles: Islamic law principles that must be considered in contract formation and execution, as they form the basis of Saudi legal system
Teams

Employer, Employee, Start Date, Job Title, Department, Location, Probationary Period, Notice Period, Salary, Overtime, Vacation Pay, Statutory Holidays, Benefits, Bonus, Expenses, Working Hours, Rest Breaks,  Leaves of Absence, Confidentiality, Intellectual Property, Non-Solicitation, Non-Competition, Code of Conduct, Termination,  Severance Pay, Governing Law, Entire Agreemen

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