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MSP SLA

MSP SLA Template for United Arab Emirates

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Key Requirements PROMPT example:

MSP SLA

"I need an MSP SLA for our UAE-based healthcare clinic that will start operating in March 2025, with particular emphasis on patient data protection, 24/7 system availability, and compliance with UAE healthcare regulations."

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Document background
This MSP SLA (Managed Service Provider Service Level Agreement) is designed for use in the United Arab Emirates to establish a formal contractual relationship between IT service providers and their clients. The document is essential when organizations seek to outsource their IT operations, infrastructure management, or technical support services to a professional managed services provider. It includes detailed service descriptions, performance metrics, compliance requirements, and remedies, all aligned with UAE federal and local laws including Federal Decree Law No. 45 of 2021 on Personal Data Protection and Federal Law No. 1 of 2006 on Electronic Commerce. The MSP SLA serves as the primary reference document for service delivery standards, operational procedures, and accountability measures, providing clear guidelines for both parties to maintain effective service delivery and dispute resolution.
Suggested Sections

1. Parties: Identification of the MSP and the Client, including full legal names, registration numbers, and registered addresses

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

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

4. Services Overview: High-level description of the managed services to be provided

5. Service Level Metrics: Detailed performance metrics, measurement methods, and reporting requirements

6. Response and Resolution Times: Specified timeframes for responding to and resolving different categories of issues

7. Service Availability: Guaranteed uptime percentages and calculation methods for service availability

8. Performance Monitoring: Methods and tools used to monitor service performance and generate reports

9. Support Services: Details of help desk support, including hours of operation and contact methods

10. Data Protection and Security: Security measures and compliance with UAE data protection laws

11. Disaster Recovery: Procedures and commitments for service restoration in case of disasters

12. Change Management: Process for implementing changes to services or infrastructure

13. Service Credits: Calculation and application of credits for service level failures

14. Billing and Payment: Payment terms, fee structure, and invoicing procedures

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

16. Liability and Indemnification: Limitations of liability and indemnification obligations

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

Optional Sections

1. Hardware Management: Include when the MSP is responsible for managing client hardware infrastructure

2. Cloud Services Management: Include for cloud-based service delivery models

3. Software License Management: Include when the MSP manages software licenses on behalf of the client

4. Project Services: Include when the MSP provides project-based services beyond regular managed services

5. Training and Knowledge Transfer: Include when the MSP provides training services to client staff

6. Compliance Requirements: Include for highly regulated industries or when specific compliance frameworks must be followed

7. Multi-vendor Management: Include when the MSP coordinates with other service providers

8. Business Continuity: Include for critical services requiring detailed continuity planning

Suggested Schedules

1. Schedule A - Service Descriptions: Detailed technical specifications of all services provided

2. Schedule B - Service Level Targets: Specific metrics and targets for each service component

3. Schedule C - Price Schedule: Detailed pricing for all services and additional charges

4. Schedule D - Support Procedures: Detailed procedures for requesting and receiving support

5. Schedule E - Escalation Matrix: Contact details and escalation procedures for different types of issues

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

7. Schedule G - Report Templates: Templates for various service reports and performance metrics

8. Appendix 1 - Data Processing Agreement: Specific terms for handling personal data in compliance with UAE law

9. Appendix 2 - Business Continuity Plan: Detailed procedures for maintaining service continuity

10. Appendix 3 - Security Policies: Detailed security policies and procedures

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
















































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Relevant Industries

Information Technology

Healthcare

Financial Services

Government

Education

Retail

Manufacturing

Professional Services

Telecommunications

Energy

Real Estate

Media and Entertainment

Relevant Teams

Information Technology

Operations

Legal

Procurement

Compliance

Risk Management

Information Security

Service Desk

Infrastructure Management

Project Management

Vendor Management

Business Operations

Relevant Roles

Chief Information Officer

IT Director

Chief Technology Officer

Operations Manager

Service Delivery Manager

Procurement Manager

Contract Manager

IT Infrastructure Manager

Information Security Officer

Technical Support Manager

Compliance Officer

Risk Manager

Legal Counsel

Project Manager

Account Manager

Business Relationship 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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