IT Managed Services & Service Level Agreement
- Value
- 4,850,000Excluding VAT
- Term
- 3 years2026-11-01 – 2029-10-311448-05-21 – 1451-06-23 AH
- Owner
- Noura Al-QahtaniHead of Legal Affairs
- Signature & renewal
- Advanced via NafathRenews on approval90 days’ notice
- Draft2026-08-19
- Review2026-09-10
- Approval2026-10-07
- Signing2026-10-12
- Active
- Expiring
- Renew or end
Term starts in 18 days
Next step
Waiting for Abdulaziz Al-Rashed to sign
Elm signed through Nafath today at 09:42; the CEO opened the document at 10:12 but has not signed. The request expires on 26 October and the term starts on 1 November.
- Eng. Bandar Al-HarthiSigned · Today 09:42
- Abdulaziz Al-RashedOpened, not signed · Today 10:12
4 open tasks
Waqqa AI assistant
Executive summary
Elm Information Security will operate and manage Horizon Tech's IT infrastructure around the clock for 3 years from 1 November 2026, for a total of SAR 4,850,000 paid in quarterly instalments, net 30 days from invoice. Elm commits to 99.9% availability and a 15-minute response time for critical incidents, with service credits of up to 10% of the instalment on SLA breach. Note that clause 14.2 caps the supplier's liability at 12 months of fees, and the data-protection clause requires all data to be hosted inside the Kingdom.
Summarised from 18 pages — check the source before relying on it.
Automated suggestion — a human makes the final call
Key terms
Extracted by the AI from the text — each value linked to its clause
- CounterpartyElm Information Security Company — CR verified through Wathq
- Total valueSAR 4,850,000 excl. VAT
- Term3 years: 1 November 2026 to 31 October 2029
- Payment terms12 quarterly instalments, net 30, each after the SLA report is accepted
- Availability99.9% monthly for critical systems
- Response time15 minutes for critical incidents, 4 hours for normal
- Service creditsUp to 10% of the quarterly instalment
- Performance bond5% of value (SAR 242,500) within 14 days of signature
- Liability cap12 months of fees — the playbook asks for 24
- Data hostingInside the Kingdom, per NCA controls and the PDPL
- Renewal & noticeBy written agreement, with 90 days’ notice
- Governing law & disputesSaudi law — arbitration at the Saudi Center for Commercial Arbitration
Risks
Liability cap of only 12 months
Below our playbook position (24 months). Accepted this cycle in exchange for 10% service credits.
HighSubcontracting on notice only
Elm need only notify us before outsourcing the DR site — we prefer prior consent.
MediumService credits capped at 10%
Credits will not cover real loss in a long outage; termination after 3 consecutive breaches remains.
Low
Key dates
Draft created
2026-08-196 Rabiʻ I 1448 AH56 days ago
Sent for signature
2026-10-121 Jumada I 1448 AH2 days ago
- Next up
Signing request expires
2026-10-2615 Jumada I 1448 AHin 12 days
Performance bond due
2026-10-2817 Jumada I 1448 AHin 14 days
Effective date
2026-11-0121 Jumada I 1448 AHin 18 days
First SLA report
2027-02-0528 Shaʻban 1448 AHin 114 days
First instalment
2027-03-0223 Ramadan 1448 AHin 139 days
Notice deadline
2029-08-0221 Rabiʻ I 1451 AHin 1,023 days
End date
2029-10-3123 Jumada II 1451 AHin 1,113 days
Related
- Counterparty profileElm Information Security Company
- Renews the previous cycleCTR-2023-0118Expiring soon
Visible to the owning department and Legal