Appendix (SS)

<PPP Project Name>

Service Level Agreement between <Sponsor Agency> & < !e Private Partner>

Prepared By: Document Version: Date:

<Author> <N.N> <Month, Year>

<PPP Project Name>

"#PLA " $N %&'() $&N

This template is made to help complete the cycle o contract preparation and mana!ement in the PPP pro"ects to #e carried out #y the e$%o&ernment o 'audi Ara#ia. 'er&ice (e&el A!reements )'(A* is considered an important attachment or a separate document to PPP pro"ects. All clauses in the contract that encoura!es a per ormance and ser&ice le&el mana!ement schemes +ill ha&e a re erence in this A!reement.

Service Level Agreement

<PPP Project Name>

A*L" &+ )&N "N S

TEMPLATE INTRODUCTION ........................................................................................................................2 INTRODUCTION..................................................................................................................................................4 PURPOSE AND OBJECTIVES..................................................................................................................................4 PARTIES TO THE A REE!ENT..............................................................................................................................4 CO!!ENCE!ENT DATE.......................................................................................................................................4 DURATION O" THE A REE!ENT..........................................................................................................................# DE"INITIONS.........................................................................................................................................................# PERIODIC REVIEW............................................................................................................................................6 SERVICES DESCRIPTIONS..............................................................................................................................7 AGENCY RESPONSIBILITIES..........................................................................................................................8 PRIVATE PARTNER RESPONSIBILITIES.....................................................................................................9 SERVICE MANAGEMENT...............................................................................................................................10
SERVICE AVAILABILIT$......................................................................................................................................%& AVAILABILIT$ RESTRICTIONS.............................................................................................................................%& SERVICE !AINTENANCE.....................................................................................................................................%% SERVICE !EASURE!ENT....................................................................................................................................%% SERVICE RE'UESTS.............................................................................................................................................%2 SERVICE REPORTIN ...........................................................................................................................................%(

SERVICE LEVEL CREDITS..........................................................................................................................%4 SERVICE CONTINUIT$ !ANA E!ENT...................................................................................................%4 SUPPORTING DOCUMENTATION...............................................................................................................15 TERMINATION..................................................................................................................................................16 GENERAL PROVISIONS..................................................................................................................................17 AGREEMENT APPROVAL.............................................................................................................................18

L$S

&+

A*L"S

TABLE 1: SERVICE DESCRIPTIONS..............................................................................................................7 TABLE 2: AGENCY RESPONSIBILITIES.......................................................................................................8 TABLE : PRIVATE PARTNER REPONSIBILITIES....................................................................................9 TABLE 4: SERVICE AVAILABILITY............................................................................................................10 TABLE 5: SERVICE MAINTENANCE...........................................................................................................11 TABLE 6: SERVICE MEASUREMENT..........................................................................................................12 TABLE 7: SERVICE REPORTING..................................................................................................................1 TABLE 8: SUPPORTING DOCUMENTATION.............................................................................................15

Service Level Agreement

<PPP Project Name>

$N %&'() $&N

P(%P&S" AN' &*,") $-"S

< The '(A should contain a #rie statement on the purpose and o#"ecti&es o the A!reement #ein! dra+n up #et+een the t+o parties. The dra+in! up o a detailed '(A achie&es a num#er o o#"ecti&es: ,t de ines the terms and #asis under +hich the 'er&ices +ill #e deli&ered. ,t states ho+ the 'er&ice per ormance le&els +ill #e measured. ,t speci ies the 'er&ices to #e deli&ered. > "xample
!is Agreement o.tlines t!e terms and conditions .nder w!ic! t!e Private Partner will provide speci/ied Services (collectively re/erred to as 0t!e Services1) to t!e Agency and t!e P.blic2 !e objective is to provide a basis and /ramewor3 /or t!e delivery o/ !ig! 4.ality services t!at meet t!e needs o/ t!e Agency2

PA% $"S

&

5" A6%""#"N

<,t is necessary to identi y the parties in&ol&ed in this A!reement alon! +ith their addresses.> "xample
!is Agreement is made between 7speci/y name o/ Private Partner89 d.ly organi:ed .nder t!e laws o/ ;;; .nder )ommercial %egistration No2 ;;;;9 (!ereina/ter re/erred to as 0t!e Private Partner1) o/ 7speci/y address o/ Private Partner89 and 7speci/y name o/ Agency8 (!ereina/ter re/erred to as 0t!e Agency1 o/ 7speci/y address o/ Agency82

)&##"N)"#"N

'A "

<,t is necessary to speci y the commencement date o this A!reement as this is the e ecti&e date o the le!al A!reement #et+een #oth parties. This date is usually the same as the commencement date speci ied in the PPP -ontract.> "xample
!is Agreement will commence on 7speci/y commencement date8<2

T)e SLA c*mmencement +,te i- .-.,ll/ t)e -,me ,- t)e c*mmencement +,te *0 t)e PPP C*ntr,ct. Re0er t* t)e PPP C*ntr,ct 0*r 0.rt)er +et,il-.

Service Level Agreement

<PPP Project Name> '(%A $&N &+ 5" A6%""#"N

<This section o the A!reement shall speci y the duration o this A!reement and is usually the same as in the PPP -ontract.> "xample
!is Agreement s!all commence on t!e Service )ommencement 'ate and ends on t!e earlier o/ t!e 7Speci/y "xpiry 'ate as in t!e PPP )ontract8 or termination in accordance wit! Section =2

'"+$N$ $&NS
<,t is necessary or the terms used in the A!reement to #e clear to pre&ent any misunderstandin!s. The terms and their de initions shall #e ne!otiated and a!reed upon #et+een #oth parties.>

Service Level Agreement

<PPP Project Name>

P"%$&'$) %"-$">
< This section o the A!reement shall speci y the periodic re&ie+s and amendments to this A!reement, +ho updates the document and +here is the document stored.located.> "xample
!is Agreement is valid /rom t!e Signat.re 'ate? o/ t!e PPP )ontract and is valid .ntil t!e "xpiry 'ate or t!e "arly ermination 'ate o/ t!e PPP )ontract w!ic!ever is earlier@2 !is Agreement s!o.ld be reviewed a minim.m o/ 7once8 per yearA !owever9 in lie. o/ any review in any period9 t!is Agreement s!all remain in e//ect2 !e *.siness %elations!ip #anager is responsible /or /acilitating reg.lar reviews o/ t!is 'oc.ment2 )ontent o/ t!is Agreement maybe amended or modi/ied as re4.ired provided m.t.al agreement is obtained /rom all signatories2 !is Agreement will be posted to 7speci/y a location9 eit!er electronic or a /acility8 and will be made accessible to all Sta3e!olders2

Re0er t* t)e PPP C*ntr,ct 0*r t)e +e0initi*n- ,n+ cl,.-e- rel,te+ t* t)e C*ntr,ct D.r,ti*n ,n+ Sign,t.re D,te. ( Re0er t* t)e PPP C*ntr,ct 0*r t)e C*ntr,ct D.r,ti*n Cl,.-e.

Service Level Agreement

<PPP Project Name>

S"%-$)"S '"S)%$P $&NS

< This section o the A!reement shall pro&ide a ull description o the 'er&ices pro&ided #y the Pri&ate Partner to the A!ency. This should include all speci ic acti&ities that +ill #e re/uired to properly implement the A!reement includin! ho+ speci ic ser&ices are to #e pro&ided, resource re/uirements, adherin! to the de ined schedule o acti&ities and all ser&ice deli&ery processes used.supported #y the Pri&ate Partner.> "xample %e/2 No2 <2 Service Name )all )enter 'escription +or !andling all inbo.nd calls /rom t!e P.blic regarding t!e services Speci/ications !e )all )enter s!all accept calls ?B !o.rs a day9 C days a wee3 !e )all )enter s!all s.pport two lang.agesD Arabic and "nglis!

able <D Service 'escriptions

Service Level Agreement

<PPP Project Name>

A6"N)E %"SP&NS$*$L$ $"S

<This section o the A!reement shall speci y the responsi#ilities o the A!ency in support o this A!reement.> "xample Agency %esponsibilities Periodic reviews o/ t!e services Preparing t!e services needed and t!eir general speci/ications 22 22
able ?D Agency %esponsibilities

Service Level Agreement

<PPP Project Name>

P%$-A " PA% N"% %"SP&NS$*$L$ $"S

<This section o the A!reement shall speci y the responsi#ilities o the Pri&ate Partner in support o this A!reement.> "xample Private Party %esponsibilities 'elivering t!e Services as speci/ied in t!is Agreement %eporting on any service breac!es2 22 22
able @D Private Partner %eponsibilities

Service Level Agreement

<PPP Project Name>

S"%-$)" #ANA6"#"N
< This section o the A!reement shall speci y the 'er&ice A&aila#ility, Maintenance, Measurement, and 0eportin!>

S"%-$)" A-A$LA*$L$ E
< This section shall speci y and a!ree the a&aila#ility o re/uired ser&ices. A&aila#ility can #e speci ied as percenta!e o time or as a period +hich is ree rom operational ailures. This section shall speci y clearly the a&aila#ility speci ication or all 'er&ices as mentioned in -lause 1: 'er&ices Descriptions, and may #e #ro2en do+n #y application, en&ironment or cate!ories speci ic to A!ency re/uirements or Pri&ate Partner constraints > "xample A !ood e3ample is to speci y this section in a ta#le ormat +here each ser&ice is assi!ned an operational period as a!reed #et+een the Parties or each ser&ice is assi!ned a percenta!e. Service Name )all )enter Availability Period ?BxC #aintenance >indow ? !o.rs every !.rsday Availability (F) %estrictions

able BD Service Availability

A-A$LA*$L$ E %"S %$) $&NS

< This section o the A!reement shall document speci ic times the Pri&ate Party re/uires ser&ice restrictions. These restrictions include pro&isions or normal system maintenance and details o unscheduled system do+ntime.> "xample A&aila#ility restrictions speci ic to the 'er&ices co&ered under this A!reement are as ollo+s: 45oliday and 6ee2end 'chedule7 4'cheduled Maintenance 6indo+s7 48nscheduled Maintenance 6indo+s7 4Bac2 up 6indo+7 Service Level Agreement %&

<PPP Project Name> S"%-$)" #A$N "NAN)"

< This section o the A!reement shall speci y the Maintenance 6indo+s or all ser&ices i applica#le. To meet the 'er&ice (e&el e3pectations, maintenance is a must procedure. Maintenance +ill sometimes render the ser&ice una&aila#le to the pu#lic. ,t is a !ood practice to a!ree on these Maintenance 6indo+s in the '(A as not to count them as una&aila#ility.> "xample ,t is a !ood practice to speci y or each ser&ice a ta#le that sets out the maintenance periods. The periods can #e speci ied as days, +ee2s, or months. This depends actually on the ser&ice itsel and the need or maintenance.

ime *egi n "nd

Sat.rda y

S.nda y

#onda y ?DGG am BDGG am

.esda y

>ednesda y

!.rsda y

+rida y

able HD Service #aintenance

S"%-$)" #"AS(%"#"N
< This section shall esta#lish the measurements to #e used to ma2e sure the optimal pro&ision o ser&ices. Measurements can #e de ined in terms o ser&ice a&aila#ility )i.e. uptime*, ser&ice per ormance )i.e. throu!hput, response time* and ser&ice /uality )i.e. num#er o unscheduled outa!es, customer sur&eys*.>

Service Level Agreement

%%

<PPP Project Name>

"xample Service #etric

Average >ait Period at service centers9 pea3 !o.rs Average >ait Period at service centers9 non;pea3 !o.rs

'e/inition
!is is t!e time period waited by citi:ens to get served at service centers in pea3 !o.rs o/ t!e day !is is t!e time period waited by citi:ens to get served at service centers at non;pea3 !o.rs o/ t!e day

*aseline
< <H min

Low Per/ormance
<H I ?H min

5ig! Per/ormance
< <? min

*reac!
> @G min

< < min

G I @ min

No waiting

> ? min

able JD Service #eas.rement

S"%-$)" %"K("S S
< This section o the A!reement shall esta#lish the response #y the Pri&ate Partner to the A!ency #ased on an re/uest su#mitted #y the A!ency. 0e erence to the ser&ice support policies, processes and related procedures may #e included. 'peci ic incident and.or re/uest parameters, thresholds and.or samples may #e inserted here or additional clari ication. > "xampleD ,n support o ser&ices outlined in this A!reement, the Pri&ate Partner +ill respond to ser&ice related incidents and.or re/uests su#mitted #y the A!ency +ithin the ollo+in! time rames: 9ne ):* hour )durin! #usiness hours* or issues classi ied as -ritical. T+o );* hours )durin! #usiness hours* or issues classi ied as 5i!h priority. <our )=* hours )durin! #usiness hours* or issues classi ied as Medium priority. >i!ht )?* hours )durin! #usiness hours* or issues classi ied as (o+ priority. %2

Service Level Agreement

<PPP Project Name>

T+enty <our );=* hours )durin! #usiness hours* or a !eneral ser&ice 0e/uest.

S"%-$)" %"P&% $N6

< This section o the A!reement shall speci y the reportin! needed #y the Pri&ate Partner to the A!ency. 0eportin! is necessary to ma2e sure that a!reed ser&ice le&els are maintained. These reports must ali!n +ith the ser&ice measurements set orth descri#ed section @.= a#o&e and support these measurements. All recipients and responsi#le parties should #e outlined +ith contact in ormation.>

"xample %eport Name

Service Level Agreement #onitoring %eport

%eport 'escription
!is report s!ows t!e n.mber o/ breac!es /or t!e )all )enter service

%eport $nterval
mont!ly

%ecipient
)all )enter #anager

able CD Service %eporting

The ollo+in! are responsi#le or the deployment and on!oin! support o this a!reement: )contact in ormation may include >$mail address, phone num#er, support line, pa!er, etc.*

C!"#$%# P&'(!" 5N,me6 5N,me6 5N,me6 5N,me6

T)#*& + R!*& 5Title 7 R*le6 5Title 7 R*le6 5Title 7 R*le6 5Title 7 R*le6

C!"#$%# I",!'-$#)!" 5C*nt,ct In0*rm,ti*n6 5C*nt,ct In0*rm,ti*n6 5C*nt,ct In0*rm,ti*n6 5C*nt,ct In0*rm,ti*n6

Service Level Agreement

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<PPP Project Name> S"%-$)" L"-"L )%"'$ S

<This section o the A!reement relates to the ailure o the supplier.the #asic partner to meet ser&ice le&els +hich ha&e #een monitored and measured under the '(A, pro&idin! the customer a credit or re#ate )A'er&ice -reditsB* i the supplier ails to meet certain de ined thresholds. The 'er&ice -redits +hich are calculated #y re erence to the supplierCs char!es or pro&idin! the 'er&ice. 5o+e&er, 'er&ice -redits play a si!ni icant role in encoura!in! the ri!ht #eha&ior #et+een parties. , the ser&ice credits are set too lo+, the customer is li2ely to #ecome rustrated #y the #asic partner.the supplierCs ailure to per orm and to loo2 or opportunities to terminate. , they are too hi!h then the supplier mi!ht #ecome o&erly ocused on per ormin! to the Aletter o the contractB, rather than pro&idin! an o&erall ser&ice. The most rational approach is or ser&ice credits to #e ne!otiated #y re erence to the ris2 and responsi#ility apportioned #et+een the parties, rather than #y re erence to the #asic partner.the supplierCs pro it. >

S"%-$)" )&N $N($ E #ANA6"#"N

<This section o the A!reement contains ser&ice reco&ery plans and related details i re/uired. This section should identi y the re/uirements o 'er&ice -ontinuity Mana!ement includin! the time rame or restorin! 2ey #usiness unctions and the time rame or restorin! all #usiness unction.>

Service Level Agreement

%4

<PPP Project Name>

S(PP&% $N6 '&)(#"N A $&N

< This section o the A!reement shall speci y the documentation that is associated +ith this A!reement.> "xample 'oc.mentation
PPP )ontract

'escription
!is is t!e main )ontract to w!ic! t!is SLA is associated wit!2

able LD S.pporting 'oc.mentation

Service Level Agreement

%#

<PPP Project Name>

"%#$NA $&N
< This section o the A!reement addresses pro&isions to de ine the e&ents that +ill tri!!er termination, other than termination o the PPP -ontract in accordance +ith 'ection ;.=. <or e3ample, a persistent ailure to meet the ser&ice le&els o&er a period o time +ill !i&e rise to a ri!ht o termination. ,t is common or ser&ices contracts to include a ri!ht o termination or AmaterialB #reach, ho+e&er, this term is not al+ays easy to de ine and may not introduce the le&el o certainty re/uired. A Amaterial #reachB is su#"ecti&e and +ill depend upon the terms and duration o the a!reement, the nature and conse/uences o the #reach and the actual #ac2!round. ,t is li2ely that a AmaterialB #reach is somethin! less than a repudiatory #reach )!i&in! rise to a ri!ht o termination under the !eneral la+* #ut, in the a#sence o a contractual de inition, the materiality o a #reach is di icult to measure. This +ill need to #e ne!otiated on a case #y case #asis #ased on the rele&ant PPP -ontract. >

Service Level Agreement

%1

<PPP Project Name>

6"N"%AL P%&-$S$&NS
<This section o the A!reement encompasses standard terms and pro&isions +hich shall #e included in each A!reement and are not su#"ect to chan!e. )a* 'e&era#ility. , any pro&ision o this A!reement is declared #y a court o competent "urisdiction to #e in&alid or unen orcea#le, such determination shall not a ect the &alidity or en orcea#ility o any other pro&ision hereo . )#* >ntire A!reement. This A!reement, to!ether +ith the PPP -ontract, represents the entire a!reement o the parties +ith respect to the su#"ect matter hereo and any other pre&ious understandin!, commitments, or a!reement, oral or +ritten, #et+een the A!ency and the Pri&ate Partner +ith respect to the su#"ect matter hereo . )c* Notices. Any notices !i&en hereunder shall #e !i&en pursuant to and as pro&ided in the PPP -ontract. )d* 6ai&er. No ailure #y either party to insist upon the strict per ormance o any co&enant, term or condition o this A!reement, or to e3ercise any ri!ht or remedy, shall constitute a +ai&er o such ri!ht or remedy on any su#se/uent occasion. )e* %o&ernin! (a+. The &alidity, construction, scope and per ormance o this A!reement shall #e !o&erned #y the la+s o the Din!dom o 'audi Ara#ia, e3clusi&e o its choice o la+ pro&isions. ) * Amendments. This A!reement may not #e amended e3cept in +ritin! e3ecuted #y duly authoriEed representati&es o #oth the A!ency and the Pri&ate Partner. )!* Assi!nment. This A!reement may not #e assi!ned #y either party e3cept in connection +ith and under the circumstances permitted under the PPP -ontract. 'u#"ect to the ore!oin!, this A!reement +ill #e #indin! on the parties and their respecti&e successors and permitted assi!ns. )h* -ounterparts. This A!reement may #e si!ned in one or more counterpart copies, all o +hich to!ether shall constitute one A!reement and each o +hich shall constitute an ori!inal.>

Service Level Agreement

%2

<PPP Project Name>

A6%""#"N

APP%&-AL

<This section is the last section o the A!reement and it includes the si!natories and date or each si!natory.> "xample FFFFFFFFFFFFFFFFFFFFFFFFFF A!ency deputy FFFFFFFFFFFFFFFFFFFFF Date

FFFFFFFFFFFFFFFFFFFFFFFFFF Pri&ate Partner deputy

FFFFFFFFFFFFFFFFFFFFF Date

Service Level Agreement

%3