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Service Desk SLA

Service Desk SLA Template for United Arab Emirates

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Key Requirements PROMPT example:

Service Desk SLA

"I need a Service Desk SLA for a UAE-based healthcare provider with 24/7 support requirements, including provisions for handling sensitive patient data and critical system support with specific response times for different priority levels."

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Document background
This Service Desk SLA template is designed for use in the United Arab Emirates to establish a formal agreement between IT service providers and their clients for the provision of service desk support. The document is particularly relevant when organizations need to outsource or formally define their IT support services with specific, measurable service levels. It incorporates key requirements under UAE federal laws, including data protection, electronic transactions, and consumer protection regulations. The Service Desk SLA includes comprehensive coverage of operational parameters, performance metrics, compliance requirements, and reporting standards, while accounting for local business practices and working hours. This agreement is essential for ensuring clear accountability, service quality standards, and mutual understanding between service providers and their clients in the UAE market.
Suggested Sections

1. Parties: Identification of the service provider and customer, including full legal names, addresses, 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 levels, and other key terminology used in the agreement

4. Service Description: Detailed outline of the service desk services to be provided

5. Service Hours and Availability: Specified hours of operation, including standard hours, after-hours support, and holiday coverage

6. Service Level Targets: Specific, measurable performance targets including response times, resolution times, and other KPIs

7. Priority Levels and Response Times: Definition of incident priority levels and corresponding response and resolution times

8. Reporting and Review: Requirements for service performance reporting and periodic review meetings

9. Communication Channels: Specified methods and protocols for communication between parties

10. Data Protection and Security: Requirements for handling customer data and maintaining security standards

11. Responsibilities: Clear delineation of provider and customer responsibilities

12. Term and Termination: Duration of the agreement and conditions for termination

13. Charges and Payment: Pricing, payment terms, and any penalties for missed SLAs

14. General Provisions: Standard legal clauses including governing law, dispute resolution, and force majeure

Optional Sections

1. Business Continuity and Disaster Recovery: Include when service desk is critical to customer operations, detailing backup and recovery procedures

2. Language Requirements: Include when multi-language support is required, specifying supported languages and related service levels

3. On-Site Support: Include when physical presence may be required at customer locations

4. Knowledge Base Management: Include when provider is responsible for maintaining a knowledge base

5. Training and Handover: Include when provider must train customer staff or provide handover documentation

6. Third-Party Vendor Management: Include when service desk needs to coordinate with other vendors

7. VIP Support: Include when different service levels are required for VIP users

Suggested Schedules

1. Schedule 1 - Service Level Metrics: Detailed breakdown of all service level metrics, calculation methods, and measurement periods

2. Schedule 2 - Pricing and Charging Model: Detailed pricing structure, including base charges, variable charges, and SLA penalties

3. Schedule 3 - Escalation Matrix: Contact details and procedures for different levels of escalation

4. Schedule 4 - Technical Requirements: Technical specifications for systems, tools, and infrastructure

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

6. Schedule 6 - Report Templates: Standard formats for various service reports

7. Appendix A - Incident Priority Matrix: Detailed criteria for determining incident priority levels

8. Appendix B - Standard Operating Procedures: Step-by-step procedures for common service desk operations

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
Service Provider
Customer
Service Desk
Service Hours
Business Day
Business Hours
Incident
Service Request
Priority Level
Response Time
Resolution Time
First Call Resolution
Escalation
Service Level
Key Performance Indicator
Monthly Service Report
Support Personnel
Help Desk System
Ticket
Emergency Support
Standard Support
After Hours Support
Root Cause Analysis
Workaround
Critical Incident
Major Incident
Minor Incident
Service Disruption
Maintenance Window
System Availability
Customer Data
Confidential Information
Service Credits
Support Tools
Knowledge Base
Service Portal
Authorized User
Service Level Breach
Performance Metrics
Quality Standards
Support Channels
Resolution Plan
Service Improvement Plan
Reporting Period
Dashboard
Technical Support
User Authentication
Service Restoration
Change Request
Support Level
Clauses
Definitions
Service Scope
Term
Service Levels
Performance Metrics
Response Times
Resolution Times
Reporting
Confidentiality
Data Protection
Intellectual Property
Payment Terms
Service Credits
Force Majeure
Termination
Dispute Resolution
Governing Law
Liability
Insurance
Assignment
Subcontracting
Amendments
Notices
Warranties
Business Continuity
Security
Compliance
Audit Rights
Personnel
Escalation Procedures
Change Management
Service Reviews
Quality Assurance
Customer Obligations
Provider Obligations
Documentation
Training
Relationship Management
Language Requirements
Entire Agreement
Relevant Industries

Information Technology

Banking and Financial Services

Healthcare

Government and Public Sector

Education

Retail

Manufacturing

Telecommunications

Professional Services

Real Estate

Energy and Utilities

Transportation and Logistics

Relevant Teams

Information Technology

Service Delivery

Operations

Procurement

Legal

Finance

Customer Support

Infrastructure

Security

Compliance

Quality Assurance

Vendor Management

Risk Management

Relevant Roles

IT Director

Service Delivery Manager

Chief Information Officer

IT Operations Manager

Procurement Manager

Contract Manager

Service Desk Manager

IT Support Manager

Chief Technology Officer

Vendor Relationship Manager

IT Service Level Manager

Operations Director

Technical Support Lead

Help Desk Supervisor

IT Infrastructure Manager

Industries
UAE Federal Law No. 1 of 2006 on Electronic Commerce and Transactions: Governs electronic transactions and communications, crucial for defining how service desk support can be provided electronically and the validity of electronic agreements
UAE Federal Decree-Law No. 45 of 2021 on Personal Data Protection: Regulates the collection, processing, and storage of personal data, essential for defining how customer information is handled in service desk operations
UAE Federal Law No. 15 of 2020 on Consumer Protection: Ensures fair treatment of consumers and sets standards for service quality and customer rights, relevant for service level commitments
UAE Federal Decree-Law No. 33 of 2021 (UAE Labor Law): Relevant for defining service desk operating hours, staff availability, and working conditions that may affect service delivery
UAE Federal Law No. 5 of 2012 on Combating Cyber Crimes: Important for defining security measures and protocols in IT service desk operations and data handling
UAE Federal Law No. 2 of 2015 on Commercial Companies: Governs commercial transactions and contractual relationships between businesses, relevant for B2B service desk agreements
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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