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MSP Service Level Agreement

MSP Service Level Agreement Template for United Arab Emirates

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Key Requirements PROMPT example:

MSP Service Level Agreement

"I need an MSP Service Level Agreement for our UAE-based healthcare clinic, starting January 2025, that includes strict data protection protocols and 24/7 support services for our patient management systems, with specific provisions for HIPAA-style compliance and emergency response times under 15 minutes."

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Document background
The MSP Service Level Agreement is a crucial document used to establish and maintain a clear framework for the delivery of managed IT services in the UAE market. This agreement is essential when organizations outsource their IT operations to professional service providers, requiring detailed specification of service quality, performance metrics, and compliance with UAE regulations. The document addresses key aspects including service availability, response times, security measures, and data protection requirements under UAE Federal Laws, particularly Federal Decree Law No. 45 of 2021 on Personal Data Protection and related IT regulations. It serves as both a legal contract and an operational blueprint, defining the scope of services, performance standards, reporting requirements, and remediation procedures while ensuring compliance with UAE's commercial and technological regulatory framework.
Suggested Sections

1. Parties: Identification of the MSP and the client, including full legal names, registration numbers, and registered addresses

2. Background: Context of the agreement, brief description of the parties' business relationship and purpose of the SLA

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

4. Services Overview: High-level description of the IT services to be provided by the MSP

5. Service Level Metrics: Detailed performance metrics, including availability, response times, and resolution times

6. Service Delivery and Support: Procedures for service delivery, support hours, and incident management

7. Performance Monitoring: Methods and tools for monitoring and reporting service performance

8. Data Protection and Security: Security measures, data handling procedures, and compliance with UAE data protection laws

9. Responsibilities: Detailed obligations of both the MSP and the client

10. Payment Terms: Pricing, payment schedule, and billing procedures

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

12. Dispute Resolution: Procedures for resolving disputes under UAE law

13. General Provisions: Standard legal clauses including governing law, notices, and assignment

Optional Sections

1. Compliance with Industry Standards: Include when services must comply with specific industry standards or certifications

2. Disaster Recovery: Include for critical services requiring specific disaster recovery procedures

3. Third-Party Service Integration: Include when services involve integration with third-party providers

4. Cloud Services: Include when providing cloud-based services, addressing specific cloud compliance requirements

5. Hardware Management: Include when physical infrastructure management is part of the service

6. Staff Augmentation: Include when providing on-site staff or dedicated remote team members

7. Intellectual Property Rights: Include when service involves software development or custom solutions

8. Change Management: Include for complex environments requiring formal change management procedures

Suggested Schedules

1. Schedule A - Service Descriptions: Detailed descriptions of each service offering and associated service levels

2. Schedule B - Service Level Targets: Specific metrics, KPIs, and performance targets for each service

3. Schedule C - Pricing and Payment Schedule: Detailed pricing structure, payment terms, and service credits

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

5. Schedule E - Technical Requirements: Technical specifications and requirements for service delivery

6. Schedule F - Security Requirements: Detailed security protocols and compliance requirements

7. Appendix 1 - Incident Response Plan: Procedures for handling and responding to security incidents

8. Appendix 2 - Report Templates: Standard templates for service performance reporting

9. Appendix 3 - Contact Matrix: Key personnel and contact information for both parties

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 Representative
Business Day
Business Hours
Change Request
Confidential Information
Critical Incident
Data Protection Laws
Disaster Recovery Plan
Documentation
Emergency Maintenance
Force Majeure Event
Incident
Intellectual Property Rights
Key Performance Indicators
Maintenance Window
Managed Services
Network Infrastructure
Operating Environment
Performance Credits
Personnel
Priority Level
Recovery Point Objective
Recovery Time Objective
Resolution Time
Response Time
Service Credits
Service Levels
Service Provider
Service Recipient
Services
Scheduled Maintenance
Security Breach
Security Requirements
Service Availability
Service Desk
Service Hours
Service Level Failure
Service Level Report
Service Request
Support Services
System
Term
Third Party Provider
Uptime
User
Clauses
Service Scope
Service Levels
Performance Metrics
Service Credits
Response Times
Resolution Times
Monitoring
Reporting
Data Protection
Confidentiality
Security Requirements
Access Rights
Business Continuity
Disaster Recovery
Change Management
Payment Terms
Service Fees
Invoicing
Personnel Requirements
Support Services
Maintenance
Third Party Services
Compliance
Audit Rights
Intellectual Property
Warranties
Indemnification
Limitation of Liability
Force Majeure
Term
Termination
Exit Management
Dispute Resolution
Governing Law
Assignment
Subcontracting
Notices
Entire Agreement
Amendments
Severability
Insurance
Non-Solicitation
Escalation Procedures
Relevant Industries

Information Technology

Healthcare

Financial Services

Real Estate

Retail

Manufacturing

Education

Government Services

Telecommunications

Professional Services

Hospitality

E-commerce

Relevant Teams

Information Technology

Legal

Procurement

Compliance

Operations

Finance

Risk Management

Information Security

Vendor Management

Project Management

Service Delivery

Technical Support

Relevant Roles

Chief Information Officer

IT Director

Procurement Manager

Legal Counsel

Compliance Officer

Service Delivery Manager

Operations Manager

Technical Account Manager

Risk Manager

Information Security Officer

Contract Manager

IT Infrastructure Manager

Chief Technology Officer

Chief Financial Officer

Project Manager

Vendor Management Officer

Industries
UAE Federal Law No. 2 of 2019 on the Use of ICT in Healthcare: Regulates the use of information and communication technology in the healthcare sector, particularly relevant if the MSP handles healthcare data
Federal Decree Law No. 45 of 2021 on Personal Data Protection: UAE's comprehensive data protection law that governs the collection, processing, and storage of personal data, crucial for MSPs handling customer data
UAE Federal Law No. 1 of 2006 on Electronic Commerce and Transactions: Governs electronic transactions and digital signatures, relevant for service delivery and contract execution
Federal Law No. 5 of 2012 on Combating Cyber Crimes: Addresses cybersecurity and cyber crimes, essential for MSPs to ensure compliance in their security measures
UAE Federal Law No. 15 of 2020 on Consumer Protection: Protects consumer rights and interests, applicable to service level commitments and customer protection measures
UAE Civil Code (Federal Law No. 5 of 1985): Provides the general framework for contracts and commercial relationships in the UAE
UAE Commercial Transactions Law (Federal Law No. 18 of 1993): Governs commercial transactions and business relationships between parties
Federal Law No. 2 of 2019 on the Use of ICT in Healthcare: Specific regulations for handling healthcare-related technology services if applicable to the MSP's scope
Dubai Law No. 26 of 2015 on Dubai Data: Specific to Dubai, regulates data classification, sharing, and management if operating in Dubai emirate
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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