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Customer Based Service Level Agreement

Customer Based Service Level Agreement Template for United Arab Emirates

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Key Requirements PROMPT example:

Customer Based Service Level Agreement

"I need a Customer Based Service Level Agreement for my cloud hosting services company based in Dubai, targeting enterprise clients with 99.9% uptime guarantee, maximum 15-minute response times for critical incidents, and service credits structure for any performance failures, to be effective from March 1, 2025."

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Document background
The Customer Based Service Level Agreement serves as a critical contractual framework for businesses operating in the UAE that provide services to customers. This document is essential when establishing measurable service standards, performance metrics, and delivery expectations in service-based relationships. It ensures compliance with UAE Federal Law No. 15 of 2020 on Consumer Protection and related regulations while providing clear guidelines for service delivery, support mechanisms, and remedy procedures. The agreement is particularly relevant for technology services, professional services, and managed services providers who need to establish clear, measurable service commitments and accountability structures. It includes comprehensive sections on service metrics, monitoring procedures, customer support protocols, and compensation mechanisms for service level breaches, all aligned with UAE legal requirements and business practices.
Suggested Sections

1. Parties: Identification of the service provider and customer, including full legal names, addresses, and registration details

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

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

4. Service Description: Comprehensive description of the services covered by the agreement

5. Service Levels: Detailed performance metrics, availability requirements, and quality standards

6. Performance Monitoring: Methods and tools used to measure and monitor service performance

7. Service Credits: Compensation mechanism for service level failures and calculation methods

8. Customer Obligations: Customer responsibilities and requirements for service delivery

9. Provider Obligations: Provider commitments, responsibilities, and service delivery requirements

10. Support Services: Description of support levels, response times, and escalation procedures

11. Data Protection and Security: Measures for protecting customer data and ensuring security compliance

12. Charges and Payment: Pricing, payment terms, and billing procedures

13. Term and Termination: Agreement duration, renewal terms, and termination conditions

14. Governing Law and Jurisdiction: Specification of UAE law application and jurisdiction for disputes

Optional Sections

1. Disaster Recovery: Required for critical services, outlining procedures for service continuity in emergency situations

2. Change Management: Include when services may require significant modifications during the agreement term

3. Compliance with Specific Regulations: Necessary for regulated industries like healthcare or financial services

4. Third-Party Service Providers: Include when subcontractors or third-party services are part of service delivery

5. Intellectual Property Rights: Required when services involve software, content creation, or IP transfers

6. Service Customization: Include when offering customized service levels or specialized requirements

7. Training and Knowledge Transfer: Necessary when service includes customer training or capability building

Suggested Schedules

1. Schedule 1 - Service Level Specifications: Detailed technical specifications of service levels and performance metrics

2. Schedule 2 - Service Credit Calculations: Detailed formulas and examples for calculating service credits

3. Schedule 3 - Support Procedures: Detailed support processes, contact information, and escalation procedures

4. Schedule 4 - Price List: Detailed pricing information, including any variable charges or additional services

5. Schedule 5 - Technical Requirements: Technical specifications and requirements for service delivery

6. Appendix A - Service Reports: Templates and examples of service performance reports

7. Appendix B - Security Standards: Detailed security requirements and compliance standards

8. Appendix C - Operational Procedures: Day-to-day operational procedures and protocols

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

Information Technology

Telecommunications

Cloud Services

Professional Services

Healthcare Technology

Financial Services

Managed Services

Software as a Service

Infrastructure Services

Business Process Outsourcing

Digital Services

Consulting Services

Relevant Teams

Legal

Operations

Customer Success

Service Delivery

Technical Support

Compliance

Quality Assurance

Contract Management

Account Management

Risk Management

Project Management

Business Development

Relevant Roles

Service Delivery Manager

Contract Manager

Legal Counsel

Customer Success Manager

Operations Director

Chief Technology Officer

Quality Assurance Manager

Commercial Manager

Account Executive

Compliance Officer

Project Manager

Business Development Manager

Technical Support Manager

Risk Manager

Service Operations 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

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