The Call Center Service Level Agreement is essential for businesses operating in Saudi Arabia that require professional customer service solutions. This document establishes the framework for outsourcing call center operations while ensuring compliance with Saudi regulations, including CITC requirements, data protection laws, and Saudization policies. It defines critical performance metrics, operational standards, and service delivery requirements, making it suitable for organizations seeking to establish or maintain customer support operations in the Kingdom. The agreement includes comprehensive provisions for quality monitoring, technology requirements, data security, and reporting mechanisms, while addressing specific local requirements such as Arabic language support and cultural considerations. This document is particularly relevant in the context of Saudi Arabia's growing digital economy and increasing focus on customer service excellence across various sectors.
Your data doesn't train Genie's AI
You keep IP ownership of your information
Thank you! Your submission has been received!
Oops! Something went wrong while submitting the form.
OR
Let Ƶ's market-leading legal AI identify missing terms, unusual language, compliance issues and more - in just seconds.
1. Parties: Identification of the service provider and client, including full legal names, commercial registration numbers, and authorized representatives
2. Background: Context of the agreement, business relationship, and purpose of the services
3. Definitions: Detailed definitions of technical terms, KPIs, and other important terms used throughout the agreement
4. Scope of Services: Detailed description of call center services to be provided, including channels, languages, and operation hours
5. Service Level Requirements: Specific performance metrics, KPIs, and minimum service levels to be maintained
6. Operational Requirements: Daily operations requirements including staffing, training, quality monitoring, and reporting
7. Performance Monitoring: Methods and systems for monitoring and measuring service performance
8. Data Protection and Confidentiality: Obligations regarding customer data protection, privacy, and confidentiality in accordance with Saudi law
9. Compliance Requirements: Compliance with Saudi regulations, including Saudization requirements and CITC regulations
10. Payment Terms: Pricing, payment structure, invoicing, and payment terms
11. Term and Termination: Duration of agreement, renewal terms, and termination conditions
12. Liability and Indemnification: Limitations of liability, indemnification obligations, and insurance requirements
13. Force Majeure: Provisions for unforeseen circumstances preventing performance
14. Dispute Resolution: Process for resolving disputes under Saudi law, including jurisdiction and applicable courts
15. General Provisions: Standard legal provisions including notices, amendments, and governing law
1. Business Continuity: Required when service criticality demands specific disaster recovery and business continuity planning
2. Technology Requirements: Include when specific technology platforms or systems are mandatory for service delivery
3. Language Requirements: Required when services need to be delivered in multiple languages beyond Arabic and English
4. Security Requirements: Additional section when handling sensitive data or connecting to client systems
5. Training and Quality Assurance: Detailed section when specific training or quality programs are required
6. Transition Services: Required when complex service transition from another provider is involved
7. Intellectual Property Rights: Include when custom software or materials are developed as part of the services
1. Schedule 1 - Service Descriptions: Detailed breakdown of each service type and associated requirements
2. Schedule 2 - Service Levels and KPIs: Comprehensive list of all service levels, KPIs, and measurement methodologies
3. Schedule 3 - Pricing and Charging Model: Detailed pricing structure, including base fees, variable charges, and incentives
4. Schedule 4 - Implementation Plan: Timeline and milestones for service implementation
5. Schedule 5 - Technical Requirements: Detailed technical specifications for systems, connectivity, and infrastructure
6. Schedule 6 - Reporting Requirements: Templates and specifications for all required reports
7. Schedule 7 - Staff Requirements: Staffing models, qualifications, and Saudization requirements
8. Schedule 8 - Security Procedures: Detailed security protocols and requirements
9. Appendix A - Escalation Matrix: Contact details and procedures for issue escalation
10. Appendix B - Standard Operating Procedures: Detailed procedures for routine operations
Authors
Relevant legal definitions
Clauses
Relevant Industries
Banking and Financial Services
Telecommunications
Healthcare
Retail
E-commerce
Insurance
Government Services
Utilities
Travel and Tourism
Technology
Consumer Goods
Professional Services
Relevant Teams
Legal
Operations
Customer Service
Information Technology
Procurement
Quality Assurance
Human Resources
Finance
Compliance
Risk Management
Security
Training and Development
Performance Management
Contract Management
Relevant Roles
Chief Operations Officer
Customer Service Director
Call Center Manager
Operations Manager
Service Delivery Manager
Quality Assurance Manager
Contract Manager
Procurement Manager
Legal Counsel
Compliance Officer
IT Director
Security Officer
Performance Analytics Manager
Training Manager
Human Resources Director
Financial Controller
Business Development Manager
Risk Manager
Find the exact document you need
SLA Maintenance Contract
A Saudi Arabian law-governed agreement defining maintenance service levels, performance standards, and operational requirements between service provider and client.
find out more
Team Slas
A Saudi Arabian law-compliant Service Level Agreement defining service standards and performance metrics between internal organizational teams.
find out more
SLA Change Management
A Saudi Arabia-compliant framework for managing changes to Service Level Agreements, outlining procedures and requirements under local law.
find out more
Sla (Retail)
A Saudi Arabia-compliant Service Level Agreement template for retail sector services, incorporating local legal requirements and Sharia principles.
find out more
SLA Request
A formal request document for establishing service level agreements under Saudi Arabian law, outlining proposed service standards and performance requirements.
find out more
Default SLA
Standard Service Level Agreement template compliant with Saudi Arabian law, defining service delivery standards and performance metrics.
find out more
Ecommerce SLA
An E-commerce Service Level Agreement compliant with Saudi Arabian regulations and Sharia law, defining performance standards and service metrics for online retail platforms.
find out more
SLA For Problem Management
A Saudi Arabian-compliant Service Level Agreement defining problem management services, response times, and resolution targets between IT service providers and customer organizations.
find out more
Defect Resolution SLA
A Saudi Arabian law-governed agreement defining service levels and procedures for defect resolution, including response times and remediation processes.
find out more
Service Level Agreement (Healthcare)
A Saudi Arabian healthcare service level agreement defining quality standards and operational requirements for healthcare service delivery, governed by Saudi law and regulations.
find out more
Average SLA
A Saudi Arabian law-compliant Service Level Agreement defining service standards, performance metrics, and mutual obligations between service provider and recipient.
find out more
Agency SLA
A Saudi Arabia-compliant agreement establishing service levels and performance metrics between a principal company and its commercial agent.
find out more
Network SLA Monitoring
A Saudi Arabian law-governed agreement establishing network service level monitoring requirements, metrics, and compliance standards under CITC regulations.
find out more
SLA Production
A Saudi Arabian law-governed Service Level Agreement defining performance metrics and quality standards for production services.
find out more
P1 Incident SLA
Service Level Agreement for Priority 1 (P1) incident management, compliant with Saudi Arabian law and regulations, defining critical incident response and resolution requirements.
find out more
Maintenance SLA
Saudi Arabia-compliant maintenance service level agreement template establishing service delivery framework and performance standards under local law.
find out more
API Service Level Agreement
A Saudi Arabian law-governed agreement defining API service levels, performance metrics, and technical specifications, ensuring regulatory compliance and clear service commitments.
find out more
Outsourcing SLA
Service Level Agreement template for outsourcing arrangements in Saudi Arabia, incorporating local regulatory requirements and performance metrics.
find out more
Cleaning Service Level Agreement
A Shariah-compliant cleaning service level agreement template for use in Saudi Arabia, defining terms and standards for professional cleaning services.
find out more
Maintenance Level Agreement
A Saudi law-governed agreement establishing maintenance service levels, performance standards, and mutual obligations between service providers and clients.
find out more
SLA Training
A Saudi Arabian-governed agreement establishing service levels and performance metrics for professional training services delivery.
find out more
SLA Employee
An employee Service Level Agreement compliant with Saudi Labor Law, combining standard employment terms with specific performance metrics and service level expectations.
find out more
SLA Database
A Saudi Arabian law-governed Service Level Agreement establishing performance standards and security requirements for database services, incorporating local regulations and Islamic law principles.
find out more
SLA Audit
A Saudi Arabian law-compliant framework for auditing Service Level Agreements, ensuring service performance meets contractual and regulatory requirements.
find out more
Shipping SLA
Saudi Arabia-compliant Shipping Service Level Agreement template establishing service standards, operational procedures, and performance metrics for shipping services.
find out more
Security Level Agreement
A Saudi Arabian law-governed agreement defining security requirements, standards, and service levels between parties, incorporating NCA compliance requirements and security controls.
find out more
Procurement SLA
A Saudi Arabian law-governed agreement establishing service levels and performance metrics for procurement services, ensuring compliance with local regulations and commercial requirements.
find out more
Performance SLA
A Performance SLA under Saudi Arabian law defining service standards, metrics, and remedies while ensuring compliance with local regulations and Sharia principles.
find out more
Office SLA
A Saudi Arabian office services agreement defining performance standards and operational requirements for office support services under local law.
find out more
Latency SLA
A Service Level Agreement governing network latency standards and performance metrics under Saudi Arabian law, including measurement and compensation mechanisms.
find out more
Finance SLA
A Saudi Arabian Financial Service Level Agreement establishing service standards and performance metrics while ensuring compliance with SAMA regulations and Sharia principles.
find out more
Monthly SLA
A monthly Service Level Agreement under Saudi Arabian law defining service standards, performance metrics, and delivery requirements between service provider and client.
find out more
Marketing SLA
A Saudi Arabian law-governed agreement defining marketing service levels, performance standards, and delivery requirements between a marketing service provider and client.
find out more
Logistics SLA
A Saudi Arabia-governed service level agreement defining logistics service standards, KPIs, and operational requirements in compliance with local regulations.
find out more
Downtime SLA
A Saudi Arabia-compliant Service Level Agreement template focusing on service downtime commitments, measurements, and remedies under Saudi law.
find out more
Development SLA
A Service Level Agreement for software development services in Saudi Arabia, establishing performance metrics and delivery commitments under Saudi law.
find out more
Delivery SLA
A Saudi Arabian law-governed Service Level Agreement establishing performance metrics and terms for delivery services, ensuring regulatory compliance and operational efficiency.
find out more
Data Slas
A Saudi Arabian-compliant Data Service Level Agreement defining performance standards and data protection requirements for data services.
find out more
Daily SLA
A daily service level agreement template compliant with Saudi Arabian law, defining daily performance metrics and service delivery standards.
find out more
Critical SLA
Critical Service Level Agreement template for high-priority services in Saudi Arabia, combining international standards with local legal compliance requirements.
find out more
ұԾ’s Security Promise
Genie is the safest place to draft. Here’s how we prioritise your privacy and security.
Your documents are private:
We do not train on your data; ұԾ’s AI improves independently
All data stored on Genie is private to your organisation
Your documents are protected:
Your documents are protected by ultra-secure 256-bit encryption
We are ISO27001 certified, so your data is secure
Organizational security:
You retain IP ownership of your documents and their information
You have full control over your data and who gets to see it
.png)