What proves poor performance?
Reports, tickets, KPI records, acceptance or rejection emails and customer complaints. Without these, a claim of poor service is difficult to prove. Start recording now.
Can fees be withheld?
Only in line with the contract and with notice. Withholding without a basis can put you in breach. Service credits or penalties in the agreement may be the proper route.
When can I terminate?
When the contract allows, after notice and an opportunity to cure, and when the failure is serious enough. Check step-in and transition clauses. See wrongful termination.
Documents to have ready
- Service agreement and SLA
- Performance reports and tickets
- Invoices and payments
- Complaint correspondence
- Termination notices
Send us the documentsA short message and the key papers are enough for a first assessment.
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What if there is no written service level?
Then reasonable standards and the parties' course of dealing are examined.
Can I claim for business lost due to poor service?
If proven and caused by the breach, subject to limitation clauses.
More on supplier & performance disputes
This page is general information based on UAE and Dubai legislation as we understand it at the date of drafting. It is not legal advice. Laws are amended, and the right step depends on your documents and facts. Outcomes are never guaranteed.