Service Level Agreement For IT Support Generator for United Arab Emirates

1. Disaster Recovery: Include when specific disaster recovery services are required, detailing recovery time objectives and procedures

2. Cloud Services: Include when cloud-based services are part of the IT support scope, addressing specific UAE cloud computing regulations

3. Hardware Maintenance: Include when physical hardware support is part of the service offering

4. Training Services: Include when user training is part of the support package

5. Cybersecurity Insurance: Include when specific insurance coverage for cyber incidents is required

6. Compliance with Industry Standards: Include when specific industry certifications or standards must be maintained

7. Third-Party Vendor Management: Include when service provider manages other IT vendors on client's behalf

8. Intellectual Property Rights: Include when custom solutions or software development is part of the support services

1. Schedule 1 - Service Level Specifications: Detailed breakdown of service levels, response times, and performance metrics

2. Schedule 2 - Fee Schedule: Detailed pricing structure, including regular fees and charges for additional services

3. Schedule 3 - Supported Systems and Infrastructure: List of all systems, software, and infrastructure covered under the agreement

4. Schedule 4 - Contact Details and Escalation Matrix: Key contacts and escalation procedures for both parties

5. Schedule 5 - Service Hours and Coverage: Detailed service windows and support availability times

6. Appendix A - Technical Requirements: Specific technical requirements and standards to be maintained

7. Appendix B - Report Templates: Standard formats for performance reports and service level measurements

8. Appendix C - Security Protocols: Detailed security procedures and requirements compliant with UAE regulations