STANDARD SERVICE LEVEL AGREEMENT (IT SERVICES)-ENGLISH ONLY

This template provides a consistent format for a Service Level Agreement (SLA) between an IT specialized entity as Service Provider and one or more Customers requiring IT services. The purpose of this document is to ensure that the proper elements and commitments are in place to provide consistent service support and delivery to the Customer by the Service Provider.

A Service Level Agreement is essential because they are the foundation of efficient contractual relationships between companies and service providers.

This agreement contains the following clauses:

1.       Preamble

2.       Appointment of Service Provider, Purpose, Goals and Objectives

3.       Parties and Representatives

4.       Service environment

5.       Periodic Review

6.       Services

7.       Service Management

8.       Service Location

9.       Service payment

10.   Term of the agreement

11.   Incorporation

Jurisdiction

This agreement is intended for use in the United Arab Emirates.

Before Execution

- The information on this front page or contained in the headers and footers of this instrument are for guidance purposes only.

- Please delete this front page together with the information contained in the headers, footers and the endnotes prior to circulating this letter. Where square brackets […] and highlights are used in the document, it indicates that there is missing or incomplete information which will need to be incorporated prior to signature.

- Please remove the square brackets and all highlighting prior to signature.