SCHOLARIX
IT GLOBAL CONSULTANTS
Connaught Palace Hotel Dubai
Abu Baker Al Siddique St, Entrance 1, 5th level #501 - Deira - Dubai, UAE
📧 info@scholarixglobal.com | 📱 +971 54 342 3029 | 🌐 www.scholarixglobal.com
SERVICE LEVEL AGREEMENT
CUSTOMER INFORMATION
Company Name:
Contact Person:
Position:
Address:
Email:
Phone:
SERVICE PROVIDER
Company:
Scholarix Global Consultants
Contact Person:
Position:
Address:
Email:
info@scholarixglobal.com
Phone:
+971 54 342 3029
DATE OF ENGAGEMENT
Agreement Date:
[AGREEMENT_DATE]
Effective Date:
[EFFECTIVE_DATE]
Project Duration:
[PROJECT_DURATION]
Expected Completion:
[COMPLETION_DATE]
Agreement ID:
SLA/[PROJECT_CODE]/[YEAR]
Scope of Work & Service Tiers
PRICING TIERS & DISCOUNT ADJUSTMENT POLICY
Service levels and deliverables are directly tied to investment level:
- Premium Tier (90-100% of quoted price): Full scope, priority support, extended warranty
- Standard Tier (70-89% of quoted price): Core deliverables, standard timeline, basic warranty
- Essential Tier (50-69% of quoted price): Minimum viable scope, extended timeline, limited support
- Below 50%: Separate negotiation required with significant scope reduction
PROJECT TYPE
PREMIUM TIER SERVICES (90-100% Investment)
STANDARD TIER SERVICES (70-89% Investment)
ESSENTIAL TIER SERVICES (50-69% Investment)
EXCLUDED SERVICES (Require Separate Agreement)
DISCOUNT POLICY & SCOPE ADJUSTMENT
- Service tier automatically adjusts based on final agreed price
- All customizations quoted separately at hourly rates regardless of tier
- Written approval required before any additional work begins
- Minimum billing: 4 hours for development, 2 hours for consulting
- Custom work and tier downgrades may extend project timeline by 20-50%
- Additional costs payable before work commencement
- Timeline extensions due to budget constraints are non-negotiable
Project Timeline
PHASE 1: DISCOVERY & ANALYSIS
Duration: [X] weeks
Deliverables: Requirements document, project plan, system design
Client Dependencies: Stakeholder availability, data access, requirements approval
PHASE 2: SYSTEM CONFIGURATION
Duration: [X] weeks
Deliverables: Configured system, test environment setup
Client Dependencies: Regular feedback, test data provision, design approvals
PHASE 3: DATA MIGRATION & TESTING
Duration: [X] weeks
Deliverables: Migrated data, tested system, user acceptance testing
Client Dependencies: Data validation, testing participation, issue feedback
PHASE 4: TRAINING & GO-LIVE
Duration: [X] weeks
Deliverables: Trained users, live system, operational procedures
Client Dependencies: User participation, change management, system adoption
PHASE 5: POST-IMPLEMENTATION SUPPORT
Duration: [X] weeks
Deliverables: Stabilized system, resolved issues, final documentation
Client Dependencies: Issue reporting, user feedback, operational data
TIMELINE CONDITIONS & BUDGET IMPACT
- Timeline assumes client dependencies are met as scheduled
- Delays caused by client actions may extend project duration
- Scope changes will impact timeline and require written approval
- Discounted projects automatically receive extended timelines (20-50% longer)
- Essential tier projects are deprioritized during peak periods
- Force majeure events may necessitate timeline adjustments
- Weekly progress reports provided to track milestone completion
RESOURCE ALLOCATION BY TIER
- Premium Tier: Senior team members, priority scheduling, dedicated resources
- Standard Tier: Mixed team experience, standard scheduling, shared resources
- Essential Tier: Junior team members, flexible scheduling, shared resources
- Team composition directly impacts deliverable quality and timeline
CLIENT RESPONSIBILITIES (Critical for Timeline)
Assign dedicated project manager with decision-making authority
Provide timely approvals and feedback (within 3-5 business days)
Ensure stakeholder availability for meetings and reviews
Provide clean, complete data in agreed formats on schedule
Grant necessary system access and security permissions
Participate actively in testing and training sessions
Communicate changes or issues promptly
Complete user acceptance testing according to provided scripts
Confidentiality & Data Protection
MUTUAL NON-DISCLOSURE AGREEMENT
Both parties agree to maintain strict confidentiality regarding:
- Business strategies, processes, and proprietary information
- Technical data, system configurations, and implementations
- Financial information, pricing, and commercial terms
- Customer data, user information, and business records
- Any information marked or reasonably considered confidential
PROVIDER COMMITMENTS
Implement appropriate technical and administrative safeguards
Limit access to authorized personnel with signed confidentiality agreements
Use client data solely for agreed service delivery purposes
Return or securely destroy confidential information upon project completion
Comply with UAE data protection laws and international standards
Maintain encrypted data transmission and secure storage protocols
Provide immediate notification of any suspected data breaches
CLIENT COMMITMENTS
Protect Provider's methodologies, tools, and proprietary processes
Not disclose Provider's pricing, techniques, or business information
Ensure internal team members sign confidentiality agreements
Maintain appropriate security measures for shared information
INTELLECTUAL PROPERTY RIGHTS
- Provider retains rights to pre-existing IP, methodologies, and standard tools
- Client retains rights to their data, business processes, and custom configurations
- Custom developments become client property upon FULL payment only
- Discounted projects: Provider retains rights to reusable components
- Essential tier: Provider may reuse all custom configurations for other clients
- Both parties may use general knowledge gained for future projects
- Provider may reference project in marketing materials and case studies
- Neither party may use the other's trademarks without written permission
DATA SECURITY MEASURES
- 256-bit SSL encryption for data transmission
- AES-256 encryption for data storage
- Regular security assessments and updates
- Secure development and testing environments
- Staff background checks and confidentiality training
CONFIDENTIALITY TERM: These obligations survive for 5 years after project completion or agreement termination.
Financial Terms & Payment
PROJECT INVESTMENT
Base Quote Value:
[BASE_AMOUNT] AED
Final Agreed Value:
[FINAL_AMOUNT] AED
Service Tier:
[PREMIUM/STANDARD/ESSENTIAL]
Currency:
UAE Dirhams (AED)
VAT:
5% (if applicable under UAE VAT law)
Discount Percentage:
[X]%
PAYMENT STRUCTURE
OPTION A - MILESTONE PAYMENTS
OPTION B - UPFRONT + BALANCE
OPTION C - MONTHLY INSTALLMENTS
CUSTOMIZATION RATES (Separate Billing)
| Role | Rate per Hour |
|---|---|
| Senior Consultant | [RATE] AED |
| Technical Developer | [RATE] AED |
| Project Manager | [RATE] AED |
| Training Specialist | [RATE] AED |
Minimum billing: 4 hours for development, 2 hours for consulting
PAYMENT TERMS
- Payment Due: 15 days from invoice date
- Late Payment: 1.5% per month after 30 days
- Accepted Methods: Bank transfer, company check, credit card
- Bank Details: [TO BE PROVIDED UPON AGREEMENT]
- All payments in agreed currency
- Client responsible for bank transfer fees
CHANGE ORDER PROCESS
Client requests additional work in writing
Provider provides written estimate within 2 business days
Client approves estimate and timeline impact
Formal change order issued and signed
Payment terms agreed before work begins
No additional work without written approval
REFUND & TERMINATION POLICY
- Down payments non-refundable after work commences
- Refunds calculated based on work completed if terminated early
- No refunds for client-caused project cancellation
- Discounted projects: 30-day notice required for termination
- Essential tier projects: No refunds after 50% completion
- Early termination fee: 15% of remaining contract value
- All work products remain property of Provider until full payment
- Dispute resolution through agreed procedures
Performance Standards
SERVICE LEVEL COMMITMENTS
PREMIUM TIER PERFORMANCE STANDARDS
On-time milestone delivery: ≥95% (excluding client delays)
User acceptance test pass rate: ≥98%
System uptime post go-live: ≥99.5% during business hours
User training satisfaction: ≥4.5/5.0 rating
Issue resolution within agreed timeframes
Dedicated project manager and senior consultants
STANDARD TIER PERFORMANCE STANDARDS
On-time milestone delivery: ≥85% (excluding client delays)
User acceptance test pass rate: ≥95%
System uptime post go-live: ≥99% during business hours
User training satisfaction: ≥4.0/5.0 rating
Issue resolution within standard timeframes
ESSENTIAL TIER PERFORMANCE STANDARDS
On-time milestone delivery: ≥75% (excluding client delays)
User acceptance test pass rate: ≥90%
System uptime post go-live: ≥97% during business hours
User training satisfaction: ≥3.5/5.0 rating
Best-effort issue resolution
TIER-BASED SUPPORT RESPONSE TIMES
| Priority Level | Premium Tier | Standard Tier | Essential Tier |
|---|---|---|---|
| Critical (System Down) | 1 hour / 4 hours | 2 hours / 8 hours | 4 hours / 24 hours |
| High (Major Function) | 2 hours / 12 hours | 4 hours / 24 hours | 8 hours / 3 days |
| Medium (Minor Issues) | 4 hours / 1 day | 8 hours / 3 days | 24 hours / 5 days |
| Low (General Inquiries) | 8 hours / 2 days | 24 hours / 5 days | 48 hours / 10 days |
Format: Response Time / Resolution Time
COMMUNICATION STANDARDS
Weekly progress reports during implementation
Immediate notification of any project risks or delays
Regular stakeholder meetings as agreed
48-hour response to client communications
Dedicated project manager throughout engagement
WARRANTY PERIOD
- 90 days post go-live for implementation defects
- Free bug fixes and system stabilization included
- Additional support available under separate agreement
- Training support for 30 days post go-live
PERFORMANCE REMEDIES
If service levels not met due to Provider fault:
- Service credits applied to final invoice
- Extended warranty period at no cost
- Additional support hours at no charge
- Remediation plan with timeline for resolution
Risk Allocation
PROVIDER RESPONSIBILITIES & RISKS
Technical implementation according to specifications
Professional service delivery by qualified staff
Project management and timeline coordination
Quality assurance and testing procedures
Knowledge transfer and documentation
Compliance with agreed service levels
Data security during project execution
CLIENT RESPONSIBILITIES & RISKS
Business process decisions and change management
Data accuracy, completeness, and preparation
User adoption and organizational change
Infrastructure readiness and system access
Timely decision making and approvals
Testing participation and feedback provision
Post-implementation system administration
SHARED RISKS
- External system integration complexities
- Third-party software limitations or changes
- Unforeseen technical discoveries during implementation
- Force majeure events affecting project execution
LIABILITY LIMITATIONS (UAE Law Compliant)
- Total liability limited to total contract value
- No liability for indirect, consequential, or punitive damages
- Exceptions for gross negligence, willful misconduct, or IP infringement
- Both parties maintain appropriate professional insurance
- Liability limitations don't affect indemnification obligations
FORCE MAJEURE
Neither party liable for delays due to circumstances beyond reasonable control:
- Natural disasters, pandemics, government actions
- Infrastructure failures, cyber attacks, utility outages
- Strikes, labor disputes, or material shortages
- Changes in applicable laws or regulations
Dispute Resolution
DISPUTE RESOLUTION PROCESS (UAE Jurisdiction)
STEP 1: DIRECT NEGOTIATION (30 Days)
- Good faith discussions between project managers
- Escalation to senior management if needed
- Documentation of issues and proposed solutions
- Attempt to reach mutually acceptable resolution
STEP 2: MEDIATION (30 Days)
- Non-binding mediation through Dubai International Arbitration Centre (DIAC)
- Mutually agreed mediator or DIAC appointment
- Shared mediation costs
- Confidential proceedings
STEP 3: ARBITRATION (Final Resolution)
- Binding arbitration under DIAC Arbitration Rules
- Single arbitrator unless parties agree otherwise
- Proceedings in English language
- Seat of arbitration: Dubai, UAE
- Applicable law: UAE Federal Law and Dubai Local Law
- Arbitrator's decision final and enforceable
LEGAL FRAMEWORK
- Governed by UAE Federal Law No. 5 of 1985 (Civil Code)
- Dubai Courts jurisdiction for enforcement
- UAE Commercial Companies Law applicable
- International arbitration treaties honored
- No class action participation
INTERIM RELIEF
Either party may seek urgent interim relief from Dubai Courts for:
- Intellectual property protection
- Confidentiality enforcement
- Payment collection
- Prevention of irreparable harm
Summary
PROJECT OVERVIEW
Client: [CLIENT_NAME]
Service: [PROJECT_TYPE]
Duration: [PROJECT_DURATION]
Investment: [TOTAL_AMOUNT] AED
Payment: [PAYMENT_STRUCTURE]
PROVIDER COMMITMENTS
Professional implementation according to specifications
Qualified team with appropriate expertise
Regular communication and progress reporting
Quality assurance and testing procedures
90-day warranty on implementation
Confidentiality and data security compliance
UAE law compliance in all activities
CLIENT COMMITMENTS
Timely payments according to agreed schedule
Dedicated project stakeholder with authority
Prompt feedback and decision making
Active participation in testing and training
Data provision and system access as needed
Change management and user adoption support
MUTUAL UNDERSTANDING
Both parties acknowledge:
- Project success depends on mutual cooperation
- Timeline assumes client dependencies are met
- Scope changes require written approval and may affect cost/timeline
- This agreement represents complete understanding between parties
- Disputes will be resolved through UAE legal framework
- Confidentiality obligations survive agreement termination
RISK MITIGATION
- Clear scope definition prevents misunderstandings
- Defined payment structure protects both parties
- Regular communication ensures alignment
- Warranty period provides implementation assurance
- Dispute resolution process offers fair conflict resolution
Signatures
By signing below, both parties acknowledge they have read, understood, and agree to be bound by all terms and conditions of this Service Level Agreement.
CLIENT ACCEPTANCE
[CLIENT_COMPANY_NAME]
Signature
Print Name
Title
Date
Company Seal:
SERVICE PROVIDER
SCHOLARIX GLOBAL CONSULTANTS
Signature
Print Name
Title
Date
Company Seal:
WITNESS (Optional)
Signature
Print Name
Date
Signature
Print Name
Date
Document Control
| Document Title: | Service Level Agreement Template |
| Version: | 1.0 |
| Created By: | Scholarix Global Consultants |
| Date: | [CURRENT_DATE] |
| Review Date: | [REVIEW_DATE] |
| Approved By: | [APPROVER_NAME] |
| Classification: | CONFIDENTIAL |
This document contains proprietary and confidential information.
Unauthorized reproduction or distribution is prohibited.