Vendor Service Level Agreement

Between [Novex tenant — "Client"] and [Vendor — legal name + CR number].

1. Scope of service

The Vendor shall provide [service category — e.g. catering, AV, transport, security] for events confirmed via Novex purchase orders. Each PO defines the event-specific scope, headcount, venue, and date.

2. Service levels

2.1 Response times

• Quotation requests: within 24 hours (business days)
• Change-order acknowledgement: within 4 hours during execution week
• Incident response on event day: within 15 minutes

2.2 Quality

• Staff on site at least 90 minutes before the published gate-open time
• Branded uniforms, valid Saudi food-handling certificates (catering only)
• All equipment tested at venue handover

2.3 Documentation

• VAT-compliant invoices within 5 business days of event end
• Signed delivery notes from the Novex floor manager before invoicing

3. Penalties

The Client may apply the following deductions to the next invoice:

Breach	Deduction
Late arrival 30–60 min	5% of PO value
Late arrival 60+ min or no-show	25% of PO value + replacement at cost
Failed quality check at handover	10% of PO value, capped per incident
Late invoice (> 5 business days)	2% of PO value

4. Compliance

The Vendor warrants that it holds a valid Commercial Registration, Zakat & VAT certificate, and any sector-specific licences (e.g. Saudi Food and Drug Authority). Expired documents may trigger immediate suspension.

5. Indemnity and insurance

The Vendor maintains public liability cover of at least SAR 1,000,000 per event. The Vendor indemnifies the Client against third-party claims arising from the Vendor's negligence.

6. Personal data

Attendee contact data shared during execution remains the Client's property. The Vendor shall not retain, resell, or repurpose it. PDPL applies.

7. Term and termination

Initial term 12 months, auto-renewing for further 12-month periods unless terminated with 30 days' notice. Material breach allows immediate termination.

8. Governing law

Kingdom of Saudi Arabia. Disputes referred to the competent commercial court in [city].

Client: ____________________
Vendor: ____________________