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Cloud Service Level Agreement

Cloud Service Level Agreement Template for United Arab Emirates

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Key Requirements PROMPT example:

Cloud Service Level Agreement

"I need a Cloud Service Level Agreement for a UAE-based financial services company that will be using cloud storage and processing services for customer data, with strict compliance requirements for data protection and cybersecurity standards under UAE law."

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Document background
The Cloud Service Level Agreement is a critical document used when establishing a formal relationship between a cloud service provider and its customers in the UAE market. It serves as the primary instrument for defining service quality, performance metrics, and compliance requirements while adhering to UAE's regulatory framework, including Federal Decree Law No. 45 of 2021 on data protection and various digital governance regulations. This agreement is essential for organizations moving their operations to the cloud, as it provides clear metrics for service availability, performance standards, security requirements, and remedies for service failures. The document must balance international cloud computing standards with local UAE regulatory requirements, particularly regarding data sovereignty, cybersecurity, and consumer protection. It includes technical specifications, compliance obligations, and operational procedures tailored to the UAE business environment.
Suggested Sections

1. Parties: Identification of the cloud service provider and customer, including their legal status and registered addresses

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

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

4. Service Description: Detailed description of the cloud services, including service components, features, and functionalities

5. Service Levels: Specific, measurable performance metrics and standards for the services, including availability, response time, and reliability targets

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

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

8. Security Requirements: Security measures, protocols, and compliance requirements, including data protection and privacy obligations

9. Data Protection: Compliance with UAE data protection laws, data handling procedures, and data sovereignty requirements

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

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

12. Liability and Indemnification: Limitations of liability, indemnification obligations, and risk allocation between parties

13. Force Majeure: Circumstances excusing performance and related procedures

14. Governing Law and Jurisdiction: Specification of UAE law as governing law and jurisdiction for dispute resolution

Optional Sections

1. Regulatory Compliance: Additional compliance requirements for specific regulated industries (e.g., healthcare, financial services)

2. Business Continuity: Detailed business continuity and disaster recovery procedures, recommended for critical services

3. Exit Management: Detailed procedures for service transition upon termination, recommended for complex implementations

4. Intellectual Property Rights: Detailed IP provisions when custom developments or specific IP arrangements are involved

5. Environmental Standards: Green computing and environmental compliance requirements for environmentally conscious organizations

6. Subcontractors: Provisions governing the use and management of subcontractors, when relevant

7. Insurance Requirements: Specific insurance obligations beyond standard coverage

8. Change Management: Detailed procedures for managing service changes, recommended for complex services

Suggested Schedules

1. Service Level Metrics: Detailed technical specifications of service level measurements and calculations

2. Technical Specifications: Detailed technical requirements and service specifications

3. Security Standards: Detailed security protocols, standards, and compliance requirements

4. Pricing Schedule: Detailed pricing information, rate cards, and charging mechanisms

5. Support Procedures: Detailed support processes, contact information, and escalation procedures

6. Data Processing Agreement: Detailed data processing terms compliant with UAE data protection requirements

7. Business Continuity Plan: Detailed business continuity and disaster recovery procedures

8. Acceptable Use Policy: Terms and conditions for acceptable use of the cloud services

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
Acceptable Use Policy
Availability
Backup
Business Day
Business Hours
Cloud Infrastructure
Cloud Platform
Cloud Services
Confidential Information
Critical Service Level
Customer Data
Data Center
Data Controller
Data Processor
Data Protection Law
Data Subject
Disaster Recovery
Downtime
Emergency Maintenance
Force Majeure Event
Incident
Infrastructure as a Service
Intellectual Property Rights
Maintenance Window
Mean Time to Respond
Mean Time to Resolve
Monitoring Period
Personal Data
Platform as a Service
Response Time
Scheduled Maintenance
Security Breach
Service Credits
Service Level Agreement
Service Level Failure
Service Level Objective
Service Level Target
Service Levels
Software as a Service
Support Hours
Support Services
System
Technical Requirements
Third Party Provider
Uptime
User Authentication
Vulnerability
Clauses
Definitions
Service Levels
Performance Metrics
Service Credits
Data Protection
Data Security
Confidentiality
Service Availability
Support Services
Maintenance
Disaster Recovery
Business Continuity
Compliance
Audit Rights
Payment Terms
Liability
Indemnification
Force Majeure
Termination
Exit Management
Intellectual Property
Warranties
Insurance
Dispute Resolution
Governing Law
Assignment
Subcontracting
Notices
Entire Agreement
Variation
Severability
Third Party Rights
Anti-Bribery
Data Sovereignty
Service Monitoring
Reporting
Change Management
Relevant Industries

Technology

Financial Services

Healthcare

Government

Retail

Education

Manufacturing

Telecommunications

Professional Services

Energy

Real Estate

Media and Entertainment

Transportation and Logistics

Relevant Teams

Legal

Information Technology

Information Security

Procurement

Compliance

Risk Management

Operations

Technical Services

Infrastructure

Service Delivery

Contract Management

Data Protection

Enterprise Architecture

Vendor Management

Relevant Roles

Chief Information Officer

Chief Technology Officer

IT Director

Cloud Services Manager

Information Security Manager

Legal Counsel

Compliance Officer

Procurement Manager

Technical Operations Manager

Service Delivery Manager

Contract Manager

Risk Manager

Data Protection Officer

IT Infrastructure Manager

Solutions Architect

Business Relationship Manager

Industries
Federal Decree Law No. 45 of 2021: UAE's Personal Data Protection Law - Governs the collection, processing, and storage of personal data, including requirements for cross-border data transfers and data localization
Federal Law No. 2 of 2019: Concerning the Use of Information and Communication Technology in Healthcare - Relevant if cloud services involve healthcare data storage or processing
Federal Decree Law No. 34 of 2021: Concerning the Fight Against Rumors and Cybercrime - Sets requirements for cybersecurity measures and penalties for cyber violations
Federal Law No. 1 of 2006: Electronic Commerce and Transactions Law - Regulates electronic transactions and digital signatures, relevant for cloud service contracts
UAE Cloud Computing Guidelines: Telecommunications and Digital Government Regulatory Authority (TDRA) guidelines for cloud service providers operating in the UAE
Federal Law No. 15 of 2020: Consumer Protection Law - Applies to cloud service agreements where the customer is considered a consumer
Dubai International Financial Centre (DIFC) Data Protection Law No. 5 of 2020: Relevant if the cloud services are provided to entities within the DIFC free zone
Abu Dhabi Global Market (ADGM) Data Protection Regulations 2021: Applicable if cloud services are provided to entities within the ADGM free zone
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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