Document background
This SLA for Incident Management is designed for organizations operating within Saudi Arabia that require a formal framework for managing IT-related incidents and service disruptions. The document is essential when establishing a contractual relationship between an IT service provider and a customer organization, particularly where specific response times and service levels need to be guaranteed. It incorporates Saudi Arabian legal requirements, including compliance with the Commercial Courts Law, Electronic Transactions Law, and cybersecurity regulations. The agreement is typically used when organizations need to ensure consistent, measurable IT support services with clear accountability and performance metrics. It includes detailed provisions for incident classification, response times, escalation procedures, and service credits, while ensuring alignment with Saudi Arabian regulatory requirements and business practices.
