The Enterprise SLA serves as a critical governance document for service relationships between corporate entities in Malaysia, establishing clear performance standards and accountability mechanisms. This document is essential when implementing major service arrangements, particularly in technology, outsourcing, or managed services contexts. It should be used when establishing new service relationships or formalizing existing ones at an enterprise level, ensuring compliance with Malaysian legislation including the Contracts Act 1950, Electronic Commerce Act 2006, and Personal Data Protection Act 2010. The Enterprise SLA includes comprehensive service definitions, performance metrics, reporting requirements, remediation procedures, and commercial terms, providing a robust framework for managing service delivery and vendor relationships.
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1. Parties: Identification and details of the service provider and customer, including registered addresses and company registration numbers
2. Background: Context of the agreement, brief description of the services, and the business relationship
3. Definitions: Detailed definitions of technical terms, service-related terminology, and other key terms used throughout the agreement
4. Service Description: Comprehensive description of services to be provided, including scope and exclusions
5. Service Levels: Detailed performance metrics, measurement methods, and reporting requirements
6. Performance Monitoring: Procedures for monitoring and reporting service performance
7. Service Credits: Calculation and application of service credits for performance failures
8. Support Services: Description of support levels, response times, and escalation procedures
9. Customer Obligations: Customer responsibilities and requirements for service delivery
10. Charges and Payment: Pricing, payment terms, and billing procedures
11. Term and Termination: Duration of agreement, renewal terms, and termination rights
12. Liability and Indemnities: Limitation of liability, indemnification obligations, and insurance requirements
13. General Provisions: Standard legal provisions including governing law, notices, and dispute resolution
1. Data Protection: Detailed data handling and protection requirements, required when personal data processing is involved
2. Disaster Recovery: Disaster recovery and business continuity procedures, important for critical services
3. Security Requirements: Specific security standards and procedures, essential for services involving sensitive data or systems
4. Change Management: Procedures for implementing service or configuration changes, useful for complex technical services
5. Transition Services: Services related to implementation or exit transition, important for complex service arrangements
6. Intellectual Property Rights: Detailed IP provisions, necessary when service involves software or proprietary technology
7. Compliance Requirements: Industry-specific compliance obligations, needed for regulated industries
1. Service Level Specifications: Detailed technical specifications of service levels and measurement methodologies
2. Price Schedule: Detailed pricing structure, including base fees, variable charges, and service credit calculations
3. Support Procedures: Detailed support processes, including contact details and escalation procedures
4. Technical Requirements: Technical specifications and requirements for service delivery
5. Reporting Requirements: Templates and specifications for regular service performance reports
6. Operational Level Agreement: Detailed operational procedures and responsibilities
7. Business Continuity Plan: Detailed disaster recovery and business continuity procedures
8. Security Standards: Detailed security requirements and compliance standards
Authors
Relevant legal definitions
Clauses
Relevant Industries
Information Technology
Telecommunications
Financial Services
Healthcare
Manufacturing
Professional Services
Cloud Services
Data Center Services
Business Process Outsourcing
Enterprise Software
Managed Services
Digital Infrastructure
Relevant Teams
Legal
Information Technology
Procurement
Operations
Service Delivery
Vendor Management
Risk and Compliance
Technical Services
Commercial
Business Operations
Relevant Roles
Chief Information Officer
IT Director
Service Delivery Manager
Procurement Manager
Contract Manager
Legal Counsel
Operations Director
Technical Services Manager
Vendor Management Officer
Risk Manager
Compliance Officer
Chief Technology Officer
Business Relationship Manager
Commercial Manager
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