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High Availability SLA

High Availability SLA Template for United Arab Emirates

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Key Requirements PROMPT example:

High Availability SLA

"I need a High Availability SLA for a cloud-based financial services platform in the UAE, with 99.999% uptime commitment and specific provisions for data protection compliance, to be implemented by March 2025."

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Document background
This document template is designed for establishing legally binding service level commitments for high-availability technology services in the UAE market. A High Availability SLA is essential when organizations require guaranteed uptime and performance levels for critical systems and services. The agreement incorporates UAE federal laws and regulations, including electronic transaction laws, telecommunications regulations, and data protection requirements. It is particularly relevant for services where system downtime could result in significant business impact or financial loss. The document includes detailed technical specifications, performance metrics, measurement methodologies, and remedy mechanisms, making it suitable for complex technology service arrangements requiring strict availability commitments.
Suggested Sections

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

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

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

4. Service Description: Comprehensive description of the services covered by the SLA

5. Service Levels: Detailed specification of availability commitments, performance targets, and measurement criteria

6. Service Credits and Penalties: Framework for compensation and remedies when service levels are not met

7. Measurement and Reporting: Methods for measuring service performance and reporting procedures

8. Support and Response Times: Support service levels, incident classification, and response time commitments

9. Customer Obligations: Customer responsibilities and requirements for enabling service delivery

10. Force Majeure: Circumstances under which service level commitments may be excused

11. Term and Termination: Duration of the agreement and termination provisions

12. Governing Law and Jurisdiction: Specification of UAE law application and jurisdiction for disputes

Optional Sections

1. Disaster Recovery: Detailed procedures for service recovery in case of major incidents - include for critical services

2. Data Protection and Privacy: Specific provisions for handling personal or sensitive data - include if personal data is processed

3. Security Requirements: Detailed security obligations and standards - include for services handling sensitive information

4. Change Management: Procedures for implementing service changes - include for complex technical services

5. Business Continuity: Requirements for maintaining service during business disruptions - include for mission-critical services

6. Compliance Requirements: Specific regulatory compliance obligations - include for regulated industries

7. Exit Management: Detailed transition provisions at contract end - include for complex or critical services

Suggested Schedules

1. Schedule 1 - Technical Specifications: Detailed technical specifications of the services and infrastructure

2. Schedule 2 - Service Level Metrics: Detailed metrics, formulas, and measurement methodologies for each service level

3. Schedule 3 - Service Credit Calculations: Detailed calculations and examples of service credit application

4. Schedule 4 - Support Procedures: Detailed support processes, escalation procedures, and contact information

5. Schedule 5 - Reporting Templates: Standard formats for service level reporting and performance monitoring

6. Schedule 6 - Pricing and Fees: Detailed pricing structure and payment terms

7. Appendix A - Incident Response Plan: Detailed procedures for handling and escalating service incidents

8. Appendix B - Technical Architecture: Documentation of the technical infrastructure supporting the 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
Availability
Downtime
Emergency Maintenance
Force Majeure
High Availability Services
Incident
Maintenance Window
Mean Time Between Failures
Mean Time to Repair
Monitoring Period
Performance Credits
Planned Maintenance
Recovery Point Objective
Recovery Time Objective
Response Time
Service Credits
Service Hours
Service Level Agreement
Service Level Failure
Service Level Target
Service Restoration
Support Hours
System Availability
Uptime
Business Day
Business Hours
Critical Incident
Customer Data
Data Center
Disaster Recovery
Infrastructure
Monthly Fee
Resolution Time
Service Platform
Service Provider
Service Report
Support Services
Technical Specifications
Third Party Provider
Maintenance Schedule
Clauses
Service Levels
Performance Monitoring
Service Credits
Service Availability
Response Times
Maintenance
Technical Support
Disaster Recovery
Data Protection
Confidentiality
Force Majeure
Liability
Indemnification
Insurance
Termination
Dispute Resolution
Governing Law
Compliance
Payment Terms
Service Changes
Audit Rights
Reporting
Security
Business Continuity
Exit Management
Intellectual Property
Warranties
Representatives
Notices
Assignment
Subcontracting
Entire Agreement
Severability
Third Party Rights
Anti-Corruption
Relevant Industries

Banking and Financial Services

Healthcare

Telecommunications

E-commerce

Government Services

Critical Infrastructure

Technology

Manufacturing

Transportation and Logistics

Energy and Utilities

Media and Broadcasting

Education

Relevant Teams

Legal

Information Technology

Operations

Procurement

Compliance

Risk Management

Service Delivery

Infrastructure

Technical Support

Contract Management

Vendor Management

Relevant Roles

Chief Technology Officer

IT Director

Service Delivery Manager

Legal Counsel

Procurement Manager

Infrastructure Manager

Operations Director

Compliance Officer

Technical Account Manager

Contract Manager

Risk Manager

Chief Information Officer

Service Level Manager

IT Operations Manager

Systems Administrator

Industries
UAE Federal Law No. 1 of 2006 on Electronic Commerce and Transactions: Governs electronic transactions and digital signatures, crucial for SLAs that are executed electronically and services provided through digital means
UAE Federal Law No. 2 of 2019 on the Use of ICT in Healthcare: Important if the high availability services relate to healthcare data or systems, as it sets specific requirements for health data protection and system reliability
UAE Federal Law No. 5 of 2012 on Combating Cyber Crimes: Relevant for security obligations within the SLA, particularly regarding data protection and cybersecurity measures
UAE Federal Law No. 15 of 2020 on Consumer Protection: Applies to service agreements and protects consumer rights, including service quality and reliability standards
Telecommunications Regulatory Authority (TRA) Regulations: Governs telecommunications and internet services, including requirements for service providers and quality of service standards
UAE Civil Code (Federal Law No. 5 of 1985): Provides the general framework for contracts and obligations, including principles of good faith and liability
TDRA Cloud Computing Regulations 2019: Specific regulations for cloud computing services and data centers, crucial for high availability infrastructure requirements
UAE Federal Law No. 44 of 2021 on Data Protection: Establishes requirements for personal data protection and processing, essential for services handling personal or sensitive 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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