tiktok³ÉÈË°æ

All Countries
Procurement
Contact Center SLA

Contact Center SLA Template for United Arab Emirates

Create a bespoke document in minutes,  or upload and review your own.

4.6 / 5
4.8 / 5

Let's create your Contact Center SLA

Thank you! Your submission has been received!
Oops! Something went wrong while submitting the form.

Get your first 2 documents free

Your data doesn't train Genie's AI

You keep IP ownership of your information

Key Requirements PROMPT example:

Contact Center SLA

"I need a Contact Center SLA for outsourcing our customer support to a third-party provider in Dubai, with 24/7 coverage and strict KPIs including 90% first-call resolution and maximum 20-second response time, starting March 2025."

Celebrated by
Collaborations with
Investors
Document background
This Contact Center SLA template is designed for use in the United Arab Emirates when establishing or formalizing contact center service arrangements, whether with external providers or internal departments. The document incorporates requirements from UAE federal laws, including consumer protection, data privacy, and telecommunications regulations. It is particularly useful when organizations need to define clear service standards, performance metrics, and operational requirements for customer service operations. The agreement typically includes comprehensive service level metrics, penalty mechanisms, reporting requirements, and compliance standards specific to UAE business practices and regulatory requirements. This template ensures that both service providers and clients have a clear understanding of their obligations and rights under UAE law.
Suggested Sections

1. Parties: Identification of the service provider and client, including their registered addresses and registration numbers

2. Background: Context of the agreement and brief description of the services to be provided

3. Definitions: Detailed definitions of technical terms, performance metrics, and other key terms used in the agreement

4. Scope of Services: Detailed description of contact center services to be provided, including channels, languages, and operating hours

5. Service Level Requirements: Specific performance metrics, including response times, resolution rates, and quality standards

6. Performance Monitoring: Methods and frequency of performance measurement and reporting

7. Staff and Training Requirements: Minimum staffing levels, required qualifications, and training standards

8. Data Protection and Security: Requirements for handling customer data in compliance with UAE data protection laws

9. Business Continuity: Disaster recovery and business continuity requirements

10. Penalties and Remedies: Consequences of failing to meet service levels and remediation processes

11. Term and Termination: Duration of the agreement and conditions for termination

12. Governing Law and Jurisdiction: Specification of UAE law as governing law and jurisdiction for disputes

Optional Sections

1. Multilingual Support: Additional requirements for providing service in multiple languages, used when multilingual support is required

2. Social Media Channel Management: Requirements for social media customer service, included when social media support is part of the service scope

3. Special Industry Compliance: Additional compliance requirements for specific industries (e.g., banking, healthcare), included when serving regulated industries

4. Value-Added Services: Additional services such as customer surveys, analytics, or consulting, included when these services are part of the agreement

5. Technology Integration: Requirements for integration with client systems, included when deep system integration is needed

6. Knowledge Management: Requirements for maintaining and updating knowledge bases, included when knowledge management is a key component

Suggested Schedules

1. Schedule 1 - Service Level Metrics: Detailed breakdown of all service level metrics and calculation methodologies

2. Schedule 2 - Pricing and Payment Terms: Detailed pricing structure, payment terms, and billing procedures

3. Schedule 3 - Technical Requirements: Specific technical requirements including hardware, software, and connectivity specifications

4. Schedule 4 - Security Standards: Detailed security protocols and compliance requirements

5. Schedule 5 - Operational Procedures: Detailed procedures for daily operations, escalation protocols, and emergency procedures

6. Schedule 6 - Reporting Templates: Templates and formats for various required reports

7. Appendix A - Key Personnel: List of key personnel from both parties and their roles

8. Appendix B - Training Requirements: Detailed training requirements and certification standards

Authors

Alex Denne

Head of Growth (Open Source Law) @ tiktok³ÉÈË°æ | 3 x UCL-Certified in Contract Law & Drafting | 4+ Years Managing 1M+ Legal Documents | Serial Founder & Legal AI Author

alex.den.21@genieai.co
Relevant legal definitions








































Clauses


































Relevant Industries

Banking & Financial Services

Telecommunications

Retail & E-commerce

Healthcare

Travel & Hospitality

Insurance

Technology & Software

Utilities

Government Services

Automotive

Relevant Teams

Operations

Customer Service

Legal

Procurement

Information Technology

Quality Assurance

Compliance

Risk Management

Finance

Human Resources

Training & Development

Relevant Roles

Chief Operations Officer

Customer Service Director

Contact Center Manager

Operations Manager

Service Delivery Manager

Quality Assurance Manager

Procurement Manager

Legal Counsel

Compliance Officer

IT Director

Customer Experience Manager

Business Unit Head

Contract Manager

Performance Manager

Industries







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

Find the exact document you need

Service Level Agreement Design

UAE-compliant Service Level Agreement template establishing service delivery standards and performance metrics under UAE law.

find out more

7 Day SLA

UAE-governed 7-day Service Level Agreement defining weekly performance metrics and resolution commitments for service delivery.

find out more

48 Hour SLA

UAE-governed Service Level Agreement establishing 48-hour response time commitments with associated performance metrics and remedies.

find out more

24 Hour SLA

UAE-compliant 24-hour Service Level Agreement template defining rapid response commitments and service standards under UAE law.

find out more

Service Level Agreement Between Two Companies

UAE-governed Service Level Agreement defining service standards and performance metrics between two companies, with specific remedies and obligations under UAE law.

find out more

Experience Level Agreement

A UAE-compliant Experience Level Agreement defining user experience metrics and standards for service delivery, aligned with UAE Federal laws and regulations.

find out more

Service Level Agreement For IT Support

UAE-compliant Service Level Agreement specifying terms, conditions, and performance metrics for IT support services, incorporating local regulatory requirements.

find out more

Service Level Agreement For Consultants

UAE-governed agreement defining performance standards and terms for consulting services, aligned with UAE federal legislation and commercial practices.

find out more

Service Level Agreement Cyber Security

UAE-governed agreement defining cybersecurity service levels, performance metrics, and compliance requirements between service provider and client.

find out more

MSP Service Level Agreement

UAE-governed service level agreement defining performance metrics and obligations between an MSP and client for managed IT services.

find out more

Internal Service Level Agreement Between Departments

UAE-governed Internal Service Level Agreement defining service standards and responsibilities between organizational departments.

find out more

Service Request SLA

UAE-governed Service Level Agreement document defining service standards and performance metrics between contracting parties, aligned with UAE commercial law.

find out more

SLA Agreement

UAE-governed Service Level Agreement defining service standards, performance metrics, and obligations between service provider and recipient under UAE law.

find out more

Interdepartmental SLA

A UAE law-governed agreement defining service relationships and performance standards between departments within an organization.

find out more

High Availability SLA

UAE-governed service level agreement defining high availability commitments and performance standards for critical technology services.

find out more

Business Level Agreement

UAE-governed agreement establishing strategic business relationships and operational parameters between organizations, aligned with UAE federal laws.

find out more

Service Desk SLA

UAE-governed Service Level Agreement defining IT service desk support terms, metrics, and performance standards in compliance with local regulations.

find out more

Contact Center SLA

UAE-governed Service Level Agreement specifying performance standards and operational requirements for contact center services.

find out more

Customer Support SLA

UAE-governed service level agreement defining customer support standards, metrics, and obligations with associated performance targets and remedies.

find out more

MSP SLA

UAE-governed Service Level Agreement defining terms and metrics for managed IT services between an MSP and client.

find out more

Current SLA

A UAE law-governed agreement defining service delivery standards, performance metrics, and mutual obligations between service provider and recipient.

find out more

Insurance SLA

UAE-governed Insurance Service Level Agreement defining performance metrics and service standards between insurance providers and clients, compliant with UAE insurance regulations.

find out more

Delivery Service Level Agreement

UAE-governed agreement establishing delivery service standards, performance metrics, and operational requirements between service providers and clients.

find out more

IP Service Level Agreement

A UAE-governed Service Level Agreement defining performance metrics and standards for intellectual property services delivery, compliant with UAE federal laws.

find out more

Application SLA

UAE-governed agreement defining service levels and performance standards for software application services, including support and compliance requirements.

find out more

Internet SLA

UAE-governed agreement defining internet service levels, performance metrics, and compliance requirements between service providers and customers.

find out more

SLA In Supply Chain

UAE-governed Service Level Agreement defining performance standards and obligations for supply chain operations, compliant with UAE commercial law.

find out more

Government Service Level Agreement

UAE-governed agreement defining service levels and performance requirements between government entities and service providers, incorporating UAE federal and emirate-level compliance requirements.

find out more

HR Service Level Agreement

UAE-compliant HR Service Level Agreement defining service standards and responsibilities between HR service provider and client organization.

find out more

Customer Based Service Level Agreement

UAE-governed agreement defining service levels, performance metrics, and delivery standards between service providers and customers, aligned with UAE consumer protection laws.

find out more

SaaS Service Level Agreement

A UAE law-governed agreement defining service levels, performance metrics, and operational standards for Software as a Service (SaaS) delivery.

find out more

Cloud Service Level Agreement

UAE-governed agreement defining service levels and performance standards for cloud computing services, ensuring compliance with UAE data protection and digital regulations.

find out more

Backup Service Level Agreement

UAE-governed service level agreement for data backup services, defining performance metrics and compliance requirements under UAE law.

find out more

Master Service Level Agreement

A UAE law-governed agreement establishing the framework for ongoing service delivery, including performance standards and operational requirements.

find out more

Service Level Agreement For Software Development

UAE-governed agreement defining service levels and performance metrics for software development services, ensuring compliance with local technology and data protection laws.

find out more

Database Service Level Agreement

UAE-governed agreement defining terms, conditions, and service levels for database services provision, ensuring compliance with UAE data protection and security requirements.

find out more

Operational Level Agreement

A UAE law-governed internal agreement defining service levels and operational procedures between departments within an organization.

find out more

Internal Service Level Agreement

UAE-governed internal agreement defining service levels and performance requirements between departments within an organization.

find out more

Download our whitepaper on the future of AI in Legal

By providing your email address you are consenting to our Privacy Notice.
Thank you for downloading our whitepaper. This should arrive in your inbox shortly. In the meantime, why not jump straight to a section that interests you here: /our-research
Oops! Something went wrong while submitting the form.

³Ò±ð²Ô¾±±ð’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; ³Ò±ð²Ô¾±±ð’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

Our bank-grade security infrastructure undergoes regular external audits

We are ISO27001 certified, so your data is secure

Organizational security

You retain IP ownership of your documents

You have full control over your data and who gets to see it

Innovation in privacy:

Genie partnered with the Computational Privacy Department at Imperial College London

Together, we ran a £1 million research project on privacy and anonymity in legal contracts

Want to know more?

Visit our for more details and real-time security updates.

Read our Privacy Policy.