This SLA for Incident Management is designed for organizations operating within Saudi Arabia that require a formal framework for managing IT-related incidents and service disruptions. The document is essential when establishing a contractual relationship between an IT service provider and a customer organization, particularly where specific response times and service levels need to be guaranteed. It incorporates Saudi Arabian legal requirements, including compliance with the Commercial Courts Law, Electronic Transactions Law, and cybersecurity regulations. The agreement is typically used when organizations need to ensure consistent, measurable IT support services with clear accountability and performance metrics. It includes detailed provisions for incident classification, response times, escalation procedures, and service credits, while ensuring alignment with Saudi Arabian regulatory requirements and business practices.
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1. Parties: Identification of service provider and customer, including registration details and authorized representatives
2. Background: Context of the agreement and brief description of the services
3. Definitions: Detailed definitions of technical terms, incident categories, and key concepts
4. Service Hours and Coverage: Definition of service hours, time zones, and coverage periods
5. Incident Classification: Categorization of incidents by severity and impact
6. Response and Resolution Times: Agreed response and resolution times for each incident category
7. Service Provider Obligations: Detailed responsibilities of the service provider including reporting and communication requirements
8. Customer Obligations: Customer responsibilities including access provision and cooperation requirements
9. Escalation Procedures: Hierarchy and process for escalating incidents
10. Performance Monitoring: Methods and tools for monitoring service performance
11. Reporting Requirements: Regular reporting obligations and incident documentation requirements
12. Service Credits and Penalties: Compensation mechanism for service level breaches
13. Term and Termination: Duration of agreement and termination provisions
14. Governing Law and Jurisdiction: Confirmation of Saudi law application and dispute resolution procedures
1. Data Protection and Privacy: Required when service involves processing of personal or sensitive data
2. Cross-border Service Delivery: Include when services are provided from outside Saudi Arabia
3. Cloud Services Provisions: Required when incident management involves cloud-based services
4. Industry-Specific Compliance: Include for regulated industries like healthcare or financial services
5. Business Continuity: Optional section for critical services requiring continuity planning
6. Security Requirements: Detailed security requirements for high-security environments
7. Third-Party Subcontractor Management: Required when service provider uses subcontractors
8. Force Majeure Specific to Technical Services: Extended force majeure provisions for technical services
1. Schedule 1 - Service Level Metrics: Detailed breakdown of all service level metrics and measurement methods
2. Schedule 2 - Incident Management Procedures: Step-by-step procedures for handling different types of incidents
3. Schedule 3 - Contact Matrix: Contact details for key personnel and escalation points
4. Schedule 4 - Technical Environment: Description of the technical environment covered by the SLA
5. Schedule 5 - Rate Card: Pricing for additional services and overtime support
6. Schedule 6 - Report Templates: Standard templates for incident reports and service level reporting
7. Appendix A - Compliance Checklist: Checklist of regulatory compliance requirements
8. Appendix B - Service Credit Calculation: Detailed methodology for calculating service credits
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