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Database Service Level Agreement

Database Service Level Agreement Template for United Arab Emirates

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Key Requirements PROMPT example:

Database Service Level Agreement

"I need a Database Service Level Agreement for a healthcare data management system that complies with UAE healthcare regulations, with strict security protocols and 99.99% uptime requirement, planned to go live by March 2025."

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Document background
This Database Service Level Agreement template is designed for use in the United Arab Emirates, providing a comprehensive framework for database service arrangements between providers and clients. It is particularly relevant in the context of the UAE's growing digital economy and strict data protection requirements. The agreement incorporates essential elements required by UAE federal laws, including Federal Decree-Law No. 45 of 2021 on data protection, Federal Law No. 1 of 2006 on electronic transactions, and relevant cybersecurity regulations. This document should be used when establishing new database service relationships or updating existing arrangements to ensure compliance with current UAE legislation. It includes detailed service level commitments, performance metrics, security requirements, data protection measures, and remedies for service failures.
Suggested Sections

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

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

3. Definitions: Detailed definitions of technical terms, performance metrics, and other key concepts used in the agreement

4. Service Description: Detailed description of the database services, including hosting, maintenance, and related services

5. Service Levels: Specific performance metrics, availability requirements, and response times

6. Data Protection and Security: Obligations regarding data security, privacy, and compliance with UAE data protection laws

7. Customer Obligations: Customer responsibilities, including access management and proper use of services

8. Fees and Payment: Pricing structure, payment terms, and billing procedures

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

10. Service Credits: Compensation mechanism for service level failures

11. Warranties and Representations: Service provider guarantees and customer acknowledgments

12. Limitation of Liability: Liability caps and exclusions in compliance with UAE law

13. Confidentiality: Protection of confidential information and trade secrets

14. Force Majeure: Provisions for unforeseen circumstances affecting service delivery

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

Optional Sections

1. Disaster Recovery: Optional section for critical services requiring specific disaster recovery procedures

2. Data Migration: Include when services involve migration from existing systems

3. Professional Services: Add when additional consulting or implementation services are included

4. Third-Party Integrations: Include when the database service connects with other systems

5. Enhanced Security Requirements: Additional section for handling highly sensitive data or government contracts

6. Change Management: Detailed procedures for service modifications when complex change processes are needed

7. Training and Support: Include when comprehensive training services are part of the agreement

Suggested Schedules

1. Schedule 1 - Service Specifications: Detailed technical specifications of the database service

2. Schedule 2 - Service Level Metrics: Detailed performance metrics, measurement methods, and reporting procedures

3. Schedule 3 - Fee Schedule: Detailed pricing, including optional services and volume-based pricing

4. Schedule 4 - Support Services: Support level definitions, escalation procedures, and contact information

5. Schedule 5 - Security Standards: Detailed security protocols and compliance requirements

6. Schedule 6 - Data Processing Agreement: Specific terms for personal data processing in compliance with UAE law

7. Appendix A - Technical Requirements: Customer infrastructure requirements and technical prerequisites

8. Appendix B - Incident Response Plan: Procedures for handling service incidents and data breaches

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
Authorized User
Backup
Business Day
Confidential Information
Database
Database Service
Data Center
Data Controller
Data Processor
Data Protection Law
Disaster Recovery Plan
Documentation
Downtime
Emergency Maintenance
Force Majeure Event
Incident
Intellectual Property Rights
Maintenance Window
Personal Data
Platform
Response Time
Scheduled Maintenance
Security Breach
Service Credits
Service Hours
Service Level
Service Level Failure
Service Provider
System
Support Services
Technical Specifications
Third Party Software
UAE
Uptime
User Authentication
Help Desk
Vulnerability
Backup Location
Business Hours
Client Data
Commencement Date
Critical Incident
Dashboard
Database Management System
Encryption
Implementation Plan
License
Maintenance Schedule
Monitoring Tools
Performance Metrics
Recovery Point Objective
Recovery Time Objective
Resolution Time
Service Availability
Service Environment
Service Fee
Support Request
Term
Territory
Update
Upgrade
Clauses
Service Levels
Performance Metrics
Data Protection
Confidentiality
Security Requirements
Access Rights
Service Availability
Maintenance
Support Services
Backup and Recovery
Disaster Recovery
Fees and Payment
Service Credits
Audit Rights
Warranties
Liability
Indemnification
Force Majeure
Term and Termination
Change Management
Dispute Resolution
Governing Law
Data Processing
User Authentication
System Monitoring
Incident Response
Compliance
Intellectual Property
Subcontracting
Insurance
Notice Requirements
Assignment
Severability
Entire Agreement
Anti-Bribery
Data Localization
Service Reporting
Exit Management
Relevant Industries

Banking and Financial Services

Healthcare

Government and Public Sector

Technology and Telecommunications

Retail and E-commerce

Manufacturing

Education

Professional Services

Insurance

Real Estate

Energy and Utilities

Transportation and Logistics

Relevant Teams

Legal

Information Technology

Information Security

Procurement

Risk and Compliance

Operations

Infrastructure

Data Management

Service Delivery

Project Management

Vendor Management

Technical Support

Relevant Roles

Chief Technology Officer

IT Director

Database Administrator

Chief Information Officer

Legal Counsel

Procurement Manager

Information Security Manager

Data Protection Officer

Service Delivery Manager

IT Operations Manager

Contract Manager

Risk and Compliance Officer

Technical Project Manager

Solutions Architect

IT Infrastructure 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 data localization and cross-border data transfers
Federal Law No. 1 of 2006: Electronic Commerce and Transactions Law - Regulates electronic transactions and establishes legal framework for digital contracts and services
Federal Law No. 2 of 2019: Concerning the Use of ICT in Healthcare - Specific provisions for handling healthcare data if the database contains medical information
UAE Federal Law No. 5 of 2012: Cybercrime Law - Addresses cybersecurity requirements and penalties for data breaches and unauthorized access
Federal Law No. 15 of 2020: Consumer Protection Law - Ensures fair treatment of consumers and transparency in service agreements
Federal Law No. 32 of 2021: Commercial Companies Law - Governs commercial transactions and business contracts in the UAE
Federal Law by Decree No. 3 of 2003: Telecom Law - Regulates telecommunications sector including data hosting and transmission services
Cabinet Resolution No. 21 of 2013: Concerning Information Security Regulations in Federal Authorities - Sets security standards for data protection in government entities
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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