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Master Service Level Agreement

Master Service Level Agreement Template for United Arab Emirates

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Key Requirements PROMPT example:

Master Service Level Agreement

"I need a Master Service Level Agreement governed by UAE law for providing IT infrastructure management services to a financial services company, with specific emphasis on data security and compliance with UAE Central Bank regulations, to be implemented by March 2025."

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Document background
The Master Service Level Agreement (MSLA) is essential for businesses operating in the UAE that engage in ongoing service relationships requiring defined performance standards and operational parameters. This document is particularly relevant in the context of UAE's growing service economy and increasing focus on regulated service delivery across various sectors. The MSLA provides a structured framework compliant with UAE federal laws, including the Civil Code (Federal Law No. 5 of 1985) and Commercial Code (Federal Law No. 18 of 1993). It is designed to address both the legal requirements of service contracts under UAE law and the practical aspects of service delivery, including performance metrics, governance structures, and compliance requirements. The agreement is typically used when parties need a long-term framework for service delivery that can accommodate multiple service types through additional statements of work or service schedules.
Suggested Sections

1. Parties: Identifies the contracting parties with full legal names and addresses

2. Background: Sets out the context and purpose of the agreement

3. Definitions: Defines key terms used throughout the agreement

4. Services Scope: Detailed description of services to be provided

5. Service Levels: Specific performance metrics and standards for service delivery

6. Term and Termination: Duration of agreement and conditions for termination

7. Payment Terms: Pricing, payment schedule, and invoicing requirements

8. Performance Monitoring: Methods and frequency of service level measurement

9. Governance and Reporting: Management structure and reporting requirements

10. Obligations of the Parties: Specific responsibilities of service provider and customer

11. Confidentiality: Protection of confidential information and trade secrets

12. Data Protection: Compliance with UAE data protection laws and data handling procedures

13. Intellectual Property: Ownership and usage rights of IP created or used in service delivery

14. Liability and Indemnification: Limitation of liability and indemnification obligations

15. Force Majeure: Provisions for unforeseen circumstances preventing performance

16. Dispute Resolution: Process for resolving disputes, including jurisdiction and governing law

17. General Provisions: Standard boilerplate clauses including notices, amendments, and assignment

Optional Sections

1. Business Continuity: Required for critical services, detailing disaster recovery and business continuity requirements

2. Security Requirements: Necessary for services involving sensitive data or systems access

3. Compliance with Specific Regulations: Required for regulated industries such as healthcare or financial services

4. Personnel Requirements: Include when specific qualifications or security clearances are needed

5. Insurance: Detailed insurance requirements for high-risk services

6. Transition Services: Required when complex service transition or exit planning is needed

7. Third-Party Dependencies: Include when service delivery relies on third-party suppliers

8. Environmental Compliance: Required for services with environmental impact

9. Islamic Finance Compliance: Required when services must comply with Sharia principles

Suggested Schedules

1. Service Description Schedule: Detailed technical specifications of services

2. Service Level Metrics: Specific KPIs, measurement methods, and reporting requirements

3. Pricing Schedule: Detailed pricing structure, rates, and payment terms

4. Governance Schedule: Detailed procedures for service management and escalation

5. Technical Requirements: Specific technical standards and requirements

6. Security Standards: Detailed security protocols and requirements

7. Change Control Procedure: Process for requesting and implementing changes

8. Contact Details: Key personnel and contact information for both parties

9. Required Reports: Templates and specifications for required service reports

10. Exit Plan: Detailed procedures for service termination and transition

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
Acceptance Criteria
Affiliate
Agreement
Applicable Law
Background IP
Business Day
Change Request
Commencement Date
Confidential Information
Contract Year
Critical Service Level
Deliverable
Documentation
Emergency
Fees
Force Majeure Event
Good Industry Practice
Governance Body
Initial Term
Intellectual Property Rights
Key Personnel
Material Breach
Measurement Period
Performance Credits
Performance Report
Personal Data
Project Manager
Quality Standards
Related Services
Renewal Term
Resolution Time
Response Time
Service Credits
Service Hours
Service Level Failure
Service Levels
Service Provider Systems
Service Recipient Data
Services
Specification
Statement of Work
Subcontractor
System
Term
Territory
Third Party Materials
Transition Period
UAE
Working Hours
Clauses
Parties and Recitals
Definitions and Interpretation
Services Scope
Service Levels
Performance Monitoring
Term and Duration
Fees and Payment
Invoicing
Service Credits
Change Control
Governance
Reporting Requirements
Customer Obligations
Provider Obligations
Personnel
Subcontracting
Intellectual Property
Data Protection
Confidentiality
Security
Audit Rights
Warranties
Indemnification
Liability
Insurance
Force Majeure
Suspension Rights
Termination
Exit Management
Assignment and Novation
Anti-Bribery
Compliance with Laws
Notices
Dispute Resolution
Governing Law
Jurisdiction
Entire Agreement
Severability
Waiver
Amendments
Counterparts
Third Party Rights
Language
Time of Essence
Relevant Industries

Information Technology

Professional Services

Telecommunications

Facilities Management

Business Process Outsourcing

Cloud Services

Healthcare Services

Financial Services

Consulting Services

Infrastructure Services

Security Services

Logistics and Supply Chain

Manufacturing

Relevant Teams

Legal

Procurement

Operations

Service Delivery

Information Technology

Compliance

Risk Management

Commercial

Project Management

Account Management

Business Development

Finance

Quality Assurance

Relevant Roles

Chief Legal Officer

Legal Counsel

Contract Manager

Procurement Manager

Operations Director

Service Delivery Manager

Chief Technology Officer

Commercial Director

Risk Manager

Compliance Officer

Project Manager

Account Executive

Business Development Manager

Chief Operations Officer

Vendor Management Specialist

Industries
UAE Federal Law No. 5 of 1985 (Civil Code): Primary legislation governing contracts, obligations, and civil transactions in the UAE. Contains fundamental principles of contract formation, validity, and enforcement.
UAE Federal Law No. 18 of 1993 (Commercial Code): Regulates commercial transactions and business relationships. Relevant for service agreements between commercial entities.
UAE Federal Law No. 8 of 1980 (Labor Law): Important for service agreements to ensure compliance with employment regulations and to avoid potential misclassification of service providers as employees.
UAE Federal Law No. 2 of 2015 (Commercial Companies Law): Relevant for understanding the legal capacity of contracting parties and their authority to enter into service agreements.
Federal Decree-Law No. 45 of 2021 (Data Protection Law): Governs personal data protection and privacy requirements, crucial for service agreements involving data processing or storage.
Federal Law No. 1 of 2006 (Electronic Commerce Law): Relevant for electronic transactions and digital signatures in service agreements.
UAE Federal Law No. 4 of 2012 (Competition Law): Important for ensuring service level agreements don't contain anti-competitive provisions.
Federal Law No. 19 of 2016 (Anti-Commercial Fraud Law): Ensures transparency and prevents fraudulent practices in commercial relationships and service delivery.
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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