This Current SLA template is designed for use in the Malaysian business environment, providing a comprehensive framework for managing service relationships between providers and recipients. The document is essential when establishing or maintaining ongoing service arrangements that require specific performance standards, measurement criteria, and accountability mechanisms. It incorporates requirements under Malaysian law, including compliance with the Contracts Act 1950, Consumer Protection Act 1999, and Personal Data Protection Act 2010. The agreement is particularly valuable for technology services, outsourcing arrangements, and managed services relationships where clear service standards and performance metrics are crucial for business operations.
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1. Parties: Identification and details of the service provider and service recipient
2. Background: Context of the agreement and relationship between the parties
3. Definitions: Detailed definitions of technical terms and key concepts used throughout the agreement
4. Service Description: Detailed description of services to be provided
5. Service Levels: Specific, measurable performance standards and metrics
6. Performance Monitoring: Methods and frequency of service level measurement and reporting
7. Service Credits and Penalties: Compensation mechanism for service level failures
8. Support and Maintenance: Details of support services, maintenance windows, and response times
9. Duration and Termination: Contract term, renewal provisions, and termination conditions
10. Charges and Payment: Pricing, payment terms, and invoicing procedures
11. Governance: Management structure, escalation procedures, and review meetings
12. Confidentiality: Protection of confidential information and trade secrets
13. Data Protection: Compliance with PDPA 2010 and data handling requirements
14. Force Majeure: Provisions for unforeseen circumstances and service interruptions
15. General Provisions: Standard legal clauses including notices, amendments, and governing law
1. Disaster Recovery: Include when services are critical and require specific recovery procedures
2. Security Requirements: Add for services involving sensitive data or systems
3. Transition Services: Include when complex service handover is required at start or end
4. Third Party Providers: Add when subcontractors or third-party services are involved
5. Intellectual Property Rights: Include when services involve creation or use of IP
6. Change Management: Add for services requiring frequent modifications or updates
7. Business Continuity: Include for critical services requiring continuous operation
8. Environmental Requirements: Add when services have environmental impact or compliance needs
1. Schedule 1 - Service Definitions: Detailed technical specifications of services
2. Schedule 2 - Service Level Metrics: Specific performance indicators and measurement criteria
3. Schedule 3 - Pricing and Charging: Detailed fee structure and calculation methods
4. Schedule 4 - Support Procedures: Detailed support processes and escalation procedures
5. Schedule 5 - Reporting Requirements: Templates and specifications for service reports
6. Schedule 6 - Contact Details: Key personnel and contact information for both parties
7. Schedule 7 - Service Credits Calculation: Detailed methodology for calculating service credits
8. Appendix A - Technical Infrastructure: Technical environment and infrastructure specifications
9. Appendix B - Security Standards: Detailed security requirements and compliance standards
Relevant legal definitions
Clauses
Relevant Industries
Information Technology
Telecommunications
Financial Services
Healthcare
Manufacturing
Retail
Education
Professional Services
Logistics
E-commerce
Banking
Insurance
Public Sector
Relevant Teams
Legal
Information Technology
Operations
Procurement
Compliance
Risk Management
Service Delivery
Vendor Management
Quality Assurance
Contract Administration
Project Management Office
Business Operations
Relevant Roles
Chief Information Officer
IT Director
Service Delivery Manager
Contract Manager
Procurement Manager
Operations Manager
Legal Counsel
Compliance Officer
Project Manager
Vendor Manager
Technology Manager
Business Relationship Manager
Service Level Manager
Quality Assurance Manager
Risk Manager
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