This document serves as a comprehensive Service Level Agreement (SLA) with 99.9% Uptime guarantee, specifically drafted under Malaysian law. It is designed for use when establishing formal service commitments for critical technology infrastructure, cloud services, or digital platforms where high availability is essential. The agreement incorporates requirements from Malaysian legislation, including the Electronic Commerce Act 2006, Contracts Act 1950, and relevant data protection laws. It provides detailed specifications for service levels, measurement methodologies, reporting requirements, and compensation mechanisms for service failures. This template is particularly suitable for technology service providers operating in Malaysia who need to establish clear, legally-compliant service commitments with their customers while ensuring alignment with international service delivery standards.
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1. Parties: Identification of service provider and customer with full legal names and addresses
2. Background: Context of the agreement and brief description of services to be provided
3. Definitions: Detailed definitions of technical terms, metrics, and key concepts used in the agreement
4. Service Description: Comprehensive description of services covered under the agreement
5. Service Level Commitments: Detailed specification of the 99.9% uptime guarantee and other service levels
6. Service Measurement and Reporting: Methods for measuring service availability and performance metrics
7. Incident Management: Procedures for reporting, responding to, and resolving service incidents
8. Service Credits and Penalties: Compensation mechanism for service level failures
9. Support Services: Description of support levels, response times, and escalation procedures
10. Customer Obligations: Customer responsibilities and requirements for service delivery
11. Force Majeure: Circumstances beyond reasonable control affecting service delivery
12. Term and Termination: Duration of agreement and conditions for termination
13. General Provisions: Standard legal clauses including governing law, notices, and amendments
1. Data Protection and Privacy: Required when service involves processing personal data or sensitive information
2. Disaster Recovery: Include when business continuity is critical for the service
3. Security Requirements: Add when service involves sensitive systems or data
4. Change Management: Include for services requiring frequent modifications or updates
5. Compliance and Audit: Required for regulated industries or when regular audits are needed
6. Service Migration: Include when future service transition might be needed
7. Intellectual Property Rights: Add when service involves custom development or licensed materials
1. Schedule 1: Technical Specifications: Detailed technical requirements and service architecture
2. Schedule 2: Service Level Metrics: Detailed breakdown of service level calculations and measurements
3. Schedule 3: Support Procedures: Detailed support processes, contact information, and escalation paths
4. Schedule 4: Fee Schedule: Pricing, payment terms, and service credit calculations
5. Schedule 5: Service Reports: Templates and specifications for service performance reports
6. Appendix A: Incident Priority Matrix: Classification and response times for different types of incidents
7. Appendix B: Technical Contact Details: List of technical contacts from both parties
Relevant legal definitions
Clauses
Relevant Industries
Information Technology
Financial Services
Healthcare
E-commerce
Telecommunications
Manufacturing
Cloud Services
Digital Infrastructure
Banking
Insurance
Government Services
Education
Retail
Relevant Teams
Legal
Information Technology
Operations
Service Delivery
Compliance
Risk Management
Procurement
Technical Support
Infrastructure
Cloud Operations
Service Management
Contract Management
Relevant Roles
Chief Technology Officer
IT Director
Service Delivery Manager
Legal Counsel
Contract Manager
Operations Manager
Technical Account Manager
Compliance Officer
Risk Manager
Procurement Manager
Infrastructure Manager
Cloud Services Manager
Service Level Manager
IT Operations Manager
Systems Administrator
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