This Standard Uptime SLA template is designed for use in Malaysian business environments where consistent service availability is crucial to operations. The document is particularly relevant when establishing formal service commitments between technology service providers and their customers, whether for cloud services, hosted solutions, or managed infrastructure. It incorporates key elements required under Malaysian law, including the Contracts Act 1950 and Electronic Commerce Act 2006, while providing comprehensive coverage of service level measurements, reporting requirements, and remedy mechanisms. The Standard Uptime SLA includes specific provisions for service credit calculations, excluded events, and support obligations, making it suitable for both domestic and international service arrangements subject to Malaysian jurisdiction.
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1. Parties: Identification of service provider and customer, including registered addresses and company details
2. Background: Context of the agreement and brief description of the services being provided
3. Definitions: Detailed definitions of technical terms, service metrics, and other key terminology used in the agreement
4. Service Levels: Detailed description of the guaranteed uptime percentage and service availability commitments
5. Service Level Measurement: Methodology for measuring and calculating uptime, including monitoring tools and reporting periods
6. Service Credits: Calculation and application of service credits or other remedies for failing to meet SLAs
7. Excluded Events: Events and circumstances that are excluded from SLA calculations (force majeure, planned maintenance, etc.)
8. Reporting: Frequency and format of service level reports and performance metrics
9. Support Services: Description of support levels, response times, and escalation procedures
10. Term and Termination: Duration of the agreement and conditions for termination
11. General Provisions: Standard contractual clauses including governing law, notices, and entire agreement
1. Data Protection: Required if the service involves processing personal data under PDPA 2010
2. Disaster Recovery: Optional section for critical services requiring specific disaster recovery commitments
3. Security Requirements: Required for services handling sensitive data or critical infrastructure
4. Change Management: Optional section for services requiring formal change control procedures
5. Customer Obligations: Required if customer has specific responsibilities to enable service delivery
6. Compliance Requirements: Required for regulated industries or services subject to specific compliance requirements
1. Schedule 1 - Service Description: Detailed technical specifications of the services covered by the SLA
2. Schedule 2 - Service Level Metrics: Detailed breakdown of all service level metrics, calculations, and thresholds
3. Schedule 3 - Service Credit Calculations: Detailed formula and examples for calculating service credits
4. Schedule 4 - Support Procedures: Detailed support procedures, contact information, and escalation matrix
5. Schedule 5 - Pricing and Fees: Pricing structure and payment terms
6. Appendix A - Technical Requirements: Technical requirements and specifications for service delivery
7. Appendix B - Report Templates: Templates for service level reports and performance monitoring
Relevant legal definitions
Clauses
Relevant Industries
Information Technology
Telecommunications
Banking and Financial Services
Healthcare
E-commerce
Education
Government Services
Manufacturing
Cloud Computing
Data Center Services
Digital Infrastructure
Professional Services
Relevant Teams
Legal
Information Technology
Operations
Service Delivery
Procurement
Compliance
Infrastructure
Cloud Services
Risk Management
Vendor Management
Technical Support
Service Management
Relevant Roles
Chief Technology Officer
IT Director
Service Delivery Manager
Contract Manager
Operations Manager
Technical Account Manager
Procurement Manager
Legal Counsel
Compliance Officer
Infrastructure Manager
Cloud Services Manager
Service Level Manager
System Administrator
IT Operations Manager
Risk Manager
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