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Internet SLA

Internet SLA Template for United Arab Emirates

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Key Requirements PROMPT example:

Internet SLA

"I need an Internet SLA for our UAE-based financial services company that ensures 99.999% uptime, includes enhanced cybersecurity measures, and specifies strict data protection protocols in compliance with UAE banking regulations, with service commencement planned for March 2025."

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Document background
The Internet SLA serves as a critical contractual framework for establishing and maintaining internet service relationships in the UAE market. This document is essential when organizations require guaranteed internet service levels with specific performance metrics and accountability measures. The agreement ensures compliance with UAE federal telecommunications laws and TRA regulations while defining technical specifications, service standards, support mechanisms, and remediation procedures. It is particularly important for businesses where internet connectivity is mission-critical and where specific performance levels need to be contractually guaranteed. The Internet SLA includes provisions for service monitoring, reporting, and service credits, along with specific obligations for both service providers and customers under UAE jurisdiction.
Suggested Sections

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

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

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

4. Service Description: Detailed description of the internet services being provided, including bandwidth, connectivity type, and technical specifications

5. Service Levels: Specific performance metrics, including availability, latency, packet loss, and other relevant metrics

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

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

8. Customer Obligations: Customer responsibilities and requirements for maintaining service quality

9. Service Provider Obligations: Provider's commitments, including maintenance, updates, and security measures

10. Service Credits: Compensation mechanism for service level failures

11. Data Protection and Security: Measures for protecting customer data and ensuring cybersecurity compliance

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

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

14. Force Majeure: Circumstances under which service levels may not be met due to events beyond reasonable control

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

Optional Sections

1. Additional Services: Details of any additional services such as managed security or content filtering, used when extra services are part of the package

2. Disaster Recovery: Specific procedures for service restoration in case of major outages, included for critical service requirements

3. IP Address Management: Details of IP address allocation and management, included when relevant to the service package

4. Quality of Service Prioritization: Traffic prioritization policies, included when offering different service classes

5. Equipment Provisions: Terms related to equipment provided by the ISP, included when hardware is part of the service

6. Service Migration: Procedures for service transfers or upgrades, included when relevant to the customer's needs

7. Content Restrictions: Specific content restrictions as per UAE laws, included when content services are provided

Suggested Schedules

1. Schedule 1 - Service Level Specifications: Detailed technical specifications of service levels and performance metrics

2. Schedule 2 - Service Credits Calculation: Detailed methodology for calculating service credits for performance failures

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

4. Schedule 4 - Acceptable Use Policy: Detailed policies regarding acceptable use of the internet service

5. Schedule 5 - Price List: Detailed pricing information including all charges and fees

6. Appendix A - Technical Configuration: Network configuration details and technical parameters

7. Appendix B - 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
Acceptable Use Policy
Agreement
Availability
Bandwidth
Business Day
Change Request
Commencement Date
Confidential Information
Critical Outage
Customer
Customer Equipment
Data Center
Downtime
Emergency Maintenance
Force Majeure
Help Desk
Incident
Infrastructure
Internet Protocol Address
Jitter
Latency
Maintenance Window
Mean Time to Repair
Network
Network Operations Center
Packet Loss
Planned Maintenance
Resolution Time
Response Time
Service
Service Credits
Service Level
Service Level Failure
Service Provider
Service Report
Support Hours
System
Technical Support
Term
Termination Notice
Third Party Provider
Throughput
TRA
Unplanned Outage
Uptime
Usage Data
Clauses
Service Description
Service Levels
Performance Metrics
Monitoring and Reporting
Technical Support
Maintenance
Service Credits
Payment Terms
Confidentiality
Data Protection
Cybersecurity
Force Majeure
Liability
Indemnification
Intellectual Property
Term and Termination
Dispute Resolution
Governing Law
Assignment
Notices
Customer Obligations
Service Provider Obligations
Equipment and Infrastructure
Acceptable Use
Emergency Response
Change Management
Security Requirements
Regulatory Compliance
Insurance
Warranties
Service Availability
Quality Assurance
Disaster Recovery
Audit Rights
Subcontracting
Relevant Industries

Telecommunications

Information Technology

Banking and Finance

Healthcare

Education

E-commerce

Manufacturing

Hospitality

Government Services

Professional Services

Media and Broadcasting

Retail

Relevant Teams

Legal

Information Technology

Operations

Procurement

Compliance

Risk Management

Technical Support

Service Delivery

Infrastructure

Contract Management

Network Operations Center

Customer Service

Relevant Roles

Chief Technology Officer

IT Director

Network Manager

Procurement Manager

Legal Counsel

Compliance Officer

Operations Director

Service Delivery Manager

Technical Support Manager

Infrastructure Manager

Contract Administrator

Risk Manager

Chief Information Officer

Telecommunications Manager

IT Service Manager

Industries
Federal Law No. 3 of 2003 (Telecom Law): The primary telecommunications law that regulates the telecommunications sector in the UAE, including internet services and infrastructure
TRA Internet Access Management Policy: Regulatory framework specifically governing Internet Service Providers (ISPs) and their operations in the UAE
Federal Law No. 1 of 2006 on Electronic Commerce and Transactions: Governs electronic transactions and provides legal framework for online services and contracts
Federal Law No. 24 of 2006 (Consumer Protection Law): Protects consumer rights and interests, including service quality guarantees and fair contract terms
UAE Federal Law No. 5 of 2012 on Combating Cybercrimes: Addresses cybersecurity requirements and obligations for service providers regarding online security and data protection
TRA Consumer Protection Regulations: Specific regulations protecting telecommunications consumers' rights and establishing service standards
Federal Decree-Law No. 45 of 2021 on Personal Data Protection: Regulates the collection, processing, and storage of personal data, which must be considered in service provision
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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