Customer Support SLA Template for United Arab Emirates

1. Data Protection and Privacy: Detailed provisions for handling customer data, recommended when personal data processing is involved

2. Disaster Recovery: Procedures for service continuity in case of major disruptions, relevant for critical support services

3. Security Requirements: Specific security measures and protocols, important for services handling sensitive information

4. Escalation Procedures: Detailed escalation matrix and procedures, useful for complex support structures

5. Training and Knowledge Transfer: Requirements for staff training and knowledge management, relevant for specialized support services

6. Continuous Improvement: Processes for service quality enhancement, suitable for long-term agreements

7. Multi-language Support: Specifications for support in multiple languages, relevant for international services

1. Schedule 1 - Service Level Metrics Details: Detailed breakdown of all service level metrics, calculation methods, and measurement periods

2. Schedule 2 - Price and Payment Terms: Detailed pricing structure, including base fees and variable components

3. Schedule 3 - Technical Support Procedures: Detailed procedures for different types of support requests and incident management

4. Schedule 4 - Contact Matrix: List of key contacts and responsibility assignments for both parties

5. Schedule 5 - Service Credit Calculation: Detailed methodology for calculating service credits and penalties

6. Appendix A - Incident Priority Matrix: Detailed criteria for categorizing incident priorities

7. Appendix B - Report Templates: Standard templates for various service level reports

8. Appendix C - Escalation Procedures: Detailed escalation paths and timeframes for different scenarios