Professional Documents
Culture Documents
• A communication tool.
• A conflict resolution tool.
• A living document.
• A method for gauging service effectiveness.
This Agreement is made between [specify name of Private Partner], duly organized
under the laws of --- under Commercial Registration No. ----, (hereinafter referred to
as “the Private Partner”) of [specify address of Private Partner], and [specify name of
Agency] (hereinafter referred to as “the Agency” of [specify address of Agency
Example:
2.4 Representatives
Agency Name and Company Name nominates the following representatives responsible for the
monitoring and
Maintenance of the service agreement:
•
• Agency Name: • Acxiom MENA •
• Company Name: • Agency
Representative
•
3.Service Level Agreement – Detail
Here are the conditions from the Conditions of Contract which have been left for the Authority
to decide the detail.
Record below any agreements reached regarding extended hours. In addition you should
record the details of how the supplier can be contacted outside of these hours, the services
available and the response times that will be encountered outside of the standard business
hours identified above.
3.2 TRAINING
Amplify and improve, to the benefit of the Authority or the Consortium, the provisions in these
Conditions of Contract concerning training and development for each Agency Worker
This section of the Agreement shall establish the response by the Private Partner to the Agency
based on an request submitted by the Agency. Reference to the service support policies,
processes and related procedures may be included. Specific incident and/or request
parameters, thresholds and/or samples may be inserted here for additional clarification
Example:
In support of services outlined in this Agreement, the Private Partner will respond to service
related incidents and/or requests submitted by the Agency within the following time frames:
• One (1) hour (during business hours) for issues classified as Critical.
• Two (2) hours (during business hours) for issues classified as High
priority.
• Four (4) hours (during business hours) for issues classified as Medium
priority.
• Eight (8) hours (during business hours) for issues classified as Low
priority.
• Twenty Four (24) hours (during business hours) for a general service
Request.
5. Termination
This section of the Agreement addresses provisions to define the events that will trigger
termination, other than termination of the Contract in accordance.
For example:
Persistent failure to meet the service levels over a period of time will give rise to a right of
termination. It is common for services contracts to include a right of termination for "material"
breach,
A "material breach" is subjective and will depend upon the terms and duration of the
agreement, the nature and consequences of the breach and the factual background. This will
need to be negotiated on a case by case basis based on the relevant Contract.
6.GENERAL PROVISIONS
This section of the Agreement encompasses standard terms and provisions which shall be
included in each Agreement and are not subject to change.
2. Notices. Any notices given hereunder shall be given pursuant to and as provided in the
Contract.
3. Waiver. No failure by either party to insist upon the strict performance of any covenant,
term or condition of this Agreement, or to exercise any right or remedy, shall constitute a
waiver of such right or remedy on any subsequent occasion.
4. Governing Law. The validity, construction, scope and performance of this Agreement shall
be governed by the laws of the Kingdom of Saudi Arabia, exclusive of its choice of law
provisions.
5. Amendments. This Agreement may not be amended except in writing executed by duly
authorized representatives of both the Agency and the Private Partner.
6. Assignment. This Agreement may not be assigned by either party except in connection
with and under the circumstances permitted under the Contract. Subject to the foregoing,
this Agreement will be binding on the parties and their respective successors and
permitted assigns.
7. Counterparts. This Agreement may be signed in one or more counterpart copies, all of
which together shall constitute one Agreement and each of which shall constitute an
original.
7.Agreement Approval
This section is the last section of the Agreement and it includes the signatories and date for
each signatory.
__________________________ _____________________
__________________________ _____________________