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Application SLA

Application SLA Template for United Arab Emirates

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Key Requirements PROMPT example:

Application SLA

"I need an Application SLA for a cloud-based healthcare management system being deployed across multiple UAE hospitals, with strict data protection requirements and 99.99% uptime guarantee, planned to go live in March 2025."

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Document background
The Application SLA serves as a critical legal instrument in the UAE's rapidly evolving digital business landscape, establishing clear performance standards and accountability measures for software application services. This document is essential when organizations deploy software applications requiring specific service levels, support commitments, and performance guarantees. It addresses key aspects such as system availability, response times, data protection, and support services, while ensuring compliance with UAE's electronic commerce laws and data protection regulations. The agreement is particularly relevant for cloud-based services and enterprise applications where service quality and reliability are paramount to business operations. The document includes detailed technical specifications, performance metrics, and remediation procedures, providing a comprehensive framework for managing application service delivery in accordance with UAE legal requirements.
Suggested Sections

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

2. Background: Context of the agreement, brief description of the application service, and purpose of the SLA

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

4. Service Description: Comprehensive description of the application service, including features, functionality, and scope

5. Service Levels: Specific performance metrics, availability targets, and quality standards the application must meet

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

7. Support Services: Details of technical support, including response times, priority levels, and escalation procedures

8. Data Protection and Security: Security measures, data handling procedures, and compliance with UAE data protection laws

9. Disaster Recovery: Procedures for system recovery, backup requirements, and business continuity measures

10. Service Credits: Compensation mechanism for service level failures, including calculation methods and claim procedures

11. Term and Termination: Duration of the agreement, renewal terms, and termination conditions

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

13. General Terms: Standard legal provisions including governing law, dispute resolution, and force majeure

Optional Sections

1. Change Management: Procedures for requesting and implementing changes to the service - include when significant service modifications are anticipated

2. Third-Party Integration: Terms governing integration with third-party services - include when the application interfaces with external systems

3. Professional Services: Terms for additional professional services like customization or training - include when offering supplementary services

4. Data Migration: Procedures and responsibilities for data migration - include when initial data transfer is required

5. Multi-tenant Services: Specific provisions for multi-tenant environments - include when the application serves multiple customers on shared infrastructure

6. Compliance Requirements: Industry-specific compliance requirements - include when serving regulated industries

7. Exit Management: Detailed procedures for service termination and transition - include for complex implementations

Suggested Schedules

1. Schedule 1 - Service Level Metrics: Detailed breakdown of all service level targets, measurement methods, and reporting frequencies

2. Schedule 2 - Technical Specifications: Detailed technical specifications of the application, including system requirements and architecture

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

4. Schedule 4 - Price List: Detailed pricing information, including base fees and additional service charges

5. Schedule 5 - Service Credit Calculations: Detailed formulas and examples for calculating service credits

6. Appendix A - Incident Response Plan: Step-by-step procedures for handling various types of service incidents

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

8. Appendix C - Report Templates: Templates for various service reports and performance measurements

Authors

Alex Denne

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

Linkedin in social icon imageX social icon image
alex.den.21@genieai.co
Relevant legal definitions
Agreement
Application
Application Environment
Authorized Users
Availability
Business Day
Business Hours
Change Request
Confidential Information
Critical Incident
Customer Data
Data Center
Defect
Disaster Recovery Plan
Documentation
Downtime
Emergency Maintenance
End User
Error
Fees
Force Majeure Event
Help Desk
Incident
Intellectual Property Rights
Maintenance Window
Major Release
Minor Release
Monthly Service Fee
Normal Business Hours
Notification
Patch
Performance Credits
Performance Report
Planned Maintenance
Platform
Priority Level
Problem
Recovery Point Objective
Recovery Time Objective
Response Time
Service Credits
Service Hours
Service Level Failure
Service Levels
Service Provider
Service Request
Software
Support Services
System
Technical Support
Third Party Applications
Uptime
Urgent Change
User Authentication
Version
Clauses
Service Provision
Service Levels
Performance Monitoring
Service Credits
Support Services
Data Protection
Data Security
Confidentiality
Intellectual Property
Payment Terms
Service Availability
Disaster Recovery
Business Continuity
Change Management
Incident Management
Problem Resolution
Maintenance
User Access
Audit Rights
Reporting
Governance
Liability
Force Majeure
Term and Termination
Exit Management
Dispute Resolution
Governing Law
Assignment
Subcontracting
Warranties
Insurance
Compliance
Notice
Entire Agreement
Variation
Severability
Third Party Rights
Anti-Bribery
Indemnification
Relevant Industries

Technology

Financial Services

Healthcare

E-commerce

Government Services

Education

Telecommunications

Professional Services

Manufacturing

Logistics

Real Estate

Hospitality

Relevant Teams

Legal

Information Technology

Operations

Procurement

Compliance

Risk Management

Information Security

Service Delivery

Technical Support

Project Management

Vendor Management

Quality Assurance

Relevant Roles

Chief Technology Officer

IT Director

Service Delivery Manager

Legal Counsel

Procurement Manager

Solutions Architect

Application Manager

Operations Manager

Compliance Officer

Contract Manager

Technical Account Manager

Risk Manager

Information Security Officer

Project Manager

Service Level Manager

Industries
UAE Federal Law No. 1 of 2006 on Electronic Commerce and Transactions: Governs electronic transactions and provides legal framework for digital contracts and agreements in the UAE. Essential for establishing the validity of electronic SLAs.
UAE Federal Law No. 2 of 2019 on the Use of ICT in Healthcare: If the application handles health data, this law regulates the use of information technology in healthcare settings and data protection requirements.
UAE Federal Law No. 5 of 2012 on Combating Cybercrimes: Addresses cybersecurity requirements and penalties for cyber violations, relevant for data security provisions in the SLA.
UAE Consumer Protection Law (Federal Law No. 24 of 2006): Relevant if the application is provided to consumers, ensuring fair treatment and service standards.
UAE Federal Law No. 2 of 2015 on Commercial Companies: Provides framework for commercial relationships and contracts between companies in the UAE.
Dubai Data Law (Law No. 26 of 2015): If operating in Dubai, this law governs data classification, sharing, and protection requirements.
DIFC Data Protection Law No. 5 of 2020: Applicable if the service provider or customers are based in Dubai International Financial Centre, providing specific data protection requirements.
UAE Federal Decree-Law No. 45 of 2021 on Personal Data Protection: New comprehensive data protection law establishing requirements for processing and protecting personal data.
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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