This Service Level Agreement (SLA) with 99.9% Uptime guarantee is designed for use in the Saudi Arabian market where high-availability services are critical to business operations. It is particularly relevant for technology services, cloud infrastructure, and mission-critical systems where service continuity is essential. The document incorporates requirements from Saudi Arabia's Electronic Commerce Law and Cloud Computing Regulatory Framework, making it suitable for both local and international service providers operating in the Kingdom. The agreement includes comprehensive service level definitions, measurement methodologies, and remediation procedures, with specific attention to the 99.9% uptime commitment. It is structured to protect both service provider and customer interests while ensuring compliance with local regulations and business practices. This template is especially valuable for organizations providing or procuring critical digital services, cloud solutions, or technology infrastructure where service availability is paramount to operations.
Thank you! Your submission has been received!
Oops! Something went wrong while submitting the form.
Your data doesn't train Genie's AI
You keep IP ownership of your docs
1. Parties: Identification of the service provider and customer, including full legal names and registration details
2. Background: Context of the agreement and brief description of the 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 services being provided, including scope and exclusions
5. Service Levels: Detailed specifications of the 99.9% uptime commitment and other performance metrics
6. Service Credits and Penalties: Compensation mechanism for failure to meet service levels
7. Support Services: Description of support levels, response times, and escalation procedures
8. Customer Obligations: Customer responsibilities and requirements for service delivery
9. Monitoring and Reporting: Methods and frequency of service level measurement and reporting
10. Security Requirements: Security standards and compliance requirements
11. Term and Termination: Duration of agreement and termination provisions
12. Payment Terms: Pricing, payment schedule, and related financial terms
13. Liability and Indemnification: Limitation of liability and indemnification provisions
14. General Provisions: Standard legal clauses including governing law, notices, and dispute resolution
1. Disaster Recovery: Detailed disaster recovery and business continuity procedures, required for critical services
2. Data Processing: Specific terms for handling customer data, required if personal or sensitive data is processed
3. Change Management: Procedures for implementing service changes, recommended for complex technical services
4. Compliance with Shariah Law: Additional provisions ensuring compliance with Islamic law principles, if specifically required
5. Third-Party Service Providers: Terms governing use of subcontractors or third-party services, if applicable
6. Training and Knowledge Transfer: Requirements for training customer personnel, if service includes training components
7. Exit Management: Detailed transition provisions for service termination, recommended for critical services
1. Service Level Specifications: Detailed technical specifications of service levels and measurement methodologies
2. Price Schedule: Detailed pricing information, including service credits calculation
3. Support Procedures: Detailed support processes, contact information, and escalation procedures
4. Technical Requirements: Technical specifications and requirements for service delivery
5. Security Standards: Detailed security requirements and compliance standards
6. Service Credit Calculation: Detailed methodology for calculating service credits and penalties
7. Approved Subcontractors: List of approved third-party service providers and subcontractors
Find the exact document you need
SLA Maintenance Contract
A Saudi Arabian law-governed agreement defining maintenance service levels, performance standards, and operational requirements between service provider and client.
Download
Team Slas
A Saudi Arabian law-compliant Service Level Agreement defining service standards and performance metrics between internal organizational teams.
Download
SLA Change Management
A Saudi Arabia-compliant framework for managing changes to Service Level Agreements, outlining procedures and requirements under local law.
Download
Sla (Retail)
A Saudi Arabia-compliant Service Level Agreement template for retail sector services, incorporating local legal requirements and Sharia principles.
Download
SLA Request
A formal request document for establishing service level agreements under Saudi Arabian law, outlining proposed service standards and performance requirements.
Download
Default SLA
Standard Service Level Agreement template compliant with Saudi Arabian law, defining service delivery standards and performance metrics.
Download
Ecommerce SLA
An E-commerce Service Level Agreement compliant with Saudi Arabian regulations and Sharia law, defining performance standards and service metrics for online retail platforms.
Download
SLA For Problem Management
A Saudi Arabian-compliant Service Level Agreement defining problem management services, response times, and resolution targets between IT service providers and customer organizations.
Download
Defect Resolution SLA
A Saudi Arabian law-governed agreement defining service levels and procedures for defect resolution, including response times and remediation processes.
Download
Service Level Agreement (Healthcare)
A Saudi Arabian healthcare service level agreement defining quality standards and operational requirements for healthcare service delivery, governed by Saudi law and regulations.
Download
Average SLA
A Saudi Arabian law-compliant Service Level Agreement defining service standards, performance metrics, and mutual obligations between service provider and recipient.
Download
Agency SLA
A Saudi Arabia-compliant agreement establishing service levels and performance metrics between a principal company and its commercial agent.
Download
Network SLA Monitoring
A Saudi Arabian law-governed agreement establishing network service level monitoring requirements, metrics, and compliance standards under CITC regulations.
Download
SLA Production
A Saudi Arabian law-governed Service Level Agreement defining performance metrics and quality standards for production services.
Download
P1 Incident SLA
Service Level Agreement for Priority 1 (P1) incident management, compliant with Saudi Arabian law and regulations, defining critical incident response and resolution requirements.
Download
Maintenance SLA
Saudi Arabia-compliant maintenance service level agreement template establishing service delivery framework and performance standards under local law.
Download
API Service Level Agreement
A Saudi Arabian law-governed agreement defining API service levels, performance metrics, and technical specifications, ensuring regulatory compliance and clear service commitments.
Download
Outsourcing SLA
Service Level Agreement template for outsourcing arrangements in Saudi Arabia, incorporating local regulatory requirements and performance metrics.
Download
Cleaning Service Level Agreement
A Shariah-compliant cleaning service level agreement template for use in Saudi Arabia, defining terms and standards for professional cleaning services.
Download
Maintenance Level Agreement
A Saudi law-governed agreement establishing maintenance service levels, performance standards, and mutual obligations between service providers and clients.
Download
SLA Training
A Saudi Arabian-governed agreement establishing service levels and performance metrics for professional training services delivery.
Download
SLA Employee
An employee Service Level Agreement compliant with Saudi Labor Law, combining standard employment terms with specific performance metrics and service level expectations.
Download
SLA Database
A Saudi Arabian law-governed Service Level Agreement establishing performance standards and security requirements for database services, incorporating local regulations and Islamic law principles.
Download
SLA Audit
A Saudi Arabian law-compliant framework for auditing Service Level Agreements, ensuring service performance meets contractual and regulatory requirements.
Download
Shipping SLA
Saudi Arabia-compliant Shipping Service Level Agreement template establishing service standards, operational procedures, and performance metrics for shipping services.
Download
Security Level Agreement
A Saudi Arabian law-governed agreement defining security requirements, standards, and service levels between parties, incorporating NCA compliance requirements and security controls.
Download
Procurement SLA
A Saudi Arabian law-governed agreement establishing service levels and performance metrics for procurement services, ensuring compliance with local regulations and commercial requirements.
Download
Performance SLA
A Performance SLA under Saudi Arabian law defining service standards, metrics, and remedies while ensuring compliance with local regulations and Sharia principles.
Download
Office SLA
A Saudi Arabian office services agreement defining performance standards and operational requirements for office support services under local law.
Download
Latency SLA
A Service Level Agreement governing network latency standards and performance metrics under Saudi Arabian law, including measurement and compensation mechanisms.
Download
Finance SLA
A Saudi Arabian Financial Service Level Agreement establishing service standards and performance metrics while ensuring compliance with SAMA regulations and Sharia principles.
Download
Monthly SLA
A monthly Service Level Agreement under Saudi Arabian law defining service standards, performance metrics, and delivery requirements between service provider and client.
Download
Marketing SLA
A Saudi Arabian law-governed agreement defining marketing service levels, performance standards, and delivery requirements between a marketing service provider and client.
Download
Logistics SLA
A Saudi Arabia-governed service level agreement defining logistics service standards, KPIs, and operational requirements in compliance with local regulations.
Download
Downtime SLA
A Saudi Arabia-compliant Service Level Agreement template focusing on service downtime commitments, measurements, and remedies under Saudi law.
Download
Development SLA
A Service Level Agreement for software development services in Saudi Arabia, establishing performance metrics and delivery commitments under Saudi law.
Download
Delivery SLA
A Saudi Arabian law-governed Service Level Agreement establishing performance metrics and terms for delivery services, ensuring regulatory compliance and operational efficiency.
Download
Data Slas
A Saudi Arabian-compliant Data Service Level Agreement defining performance standards and data protection requirements for data services.
Download
Daily SLA
A daily service level agreement template compliant with Saudi Arabian law, defining daily performance metrics and service delivery standards.
Download
Critical SLA
Critical Service Level Agreement template for high-priority services in Saudi Arabia, combining international standards with local legal compliance requirements.
Download
Genie’s Security Promise
Genie is the safest place to draft. Here’s how we prioritise your privacy and security.
Your documents are private:
We do not train on your data; Genie’s AI improves independently
All data stored on Genie is private to your organisation
Your documents are protected:
Your documents are protected by ultra-secure 256-bit encryption
We are ISO27001 certified, so your data is secure
Organizational security:
You retain IP ownership of your documents and their information
You have full control over your data and who gets to see it
.png)
.png)