The Guaranteed Uptime SLA is essential for businesses operating in Malaysia that rely on consistent access to technology services or infrastructure. This agreement type is commonly used when a service provider commits to maintaining specific levels of service availability, typically expressed as a percentage of total time (e.g., 99.9% uptime). The document is structured according to Malaysian legal requirements, particularly the Contracts Act 1950 and Electronic Commerce Act 2006, and includes detailed technical specifications, monitoring mechanisms, and service credit calculations. It's particularly relevant for cloud services, data centers, telecommunications, and critical business applications where service interruptions can have significant operational and financial impacts. The agreement provides legal protection for both parties by clearly defining service standards, measurement methods, and remedies for non-compliance.
Your data doesn't train Genie's AI
You keep IP ownership聽of your information
Thank you! Your submission has been received!
Oops! Something went wrong while submitting the form.
OR
Let tiktok成人版's market-leading legal AI identify missing terms, unusual language, compliance issues and more - in just seconds.
1. Parties: Identification of the service provider and customer, including full legal names and registered addresses
2. Background: Context of the agreement, including the nature of services being provided and the purpose of the SLA
3. Definitions: Detailed definitions of technical terms, metrics, and key concepts used throughout the agreement
4. Service Description: Detailed description of the services covered by the SLA
5. Service Level Commitments: Specific uptime guarantees, performance metrics, and service availability commitments
6. Measurement and Monitoring: Methods and tools used to measure and monitor service availability and performance
7. Service Credits and Penalties: Compensation structure for failing to meet guaranteed service levels
8. Exclusions and Force Majeure: Circumstances under which service level guarantees do not apply
9. Reporting and Review: Frequency and format of service level reports and review meetings
10. Support and Response Times: Support levels, response times, and escalation procedures
11. Term and Termination: Duration of the agreement and conditions for termination
12. General Provisions: Standard legal clauses including governing law, notices, and dispute resolution
1. Disaster Recovery: Details of disaster recovery procedures and commitments, included when specific DR requirements exist
2. Security Requirements: Specific security standards and compliance requirements, included for sensitive operations
3. Data Protection: Specific data protection and privacy commitments, included when personal data is processed
4. Change Management: Procedures for implementing changes to services or service levels, included for complex service arrangements
5. Transition Services: Procedures for service transition at start and end of agreement, included for complex implementations
6. Multi-location Services: Specific provisions for services delivered across multiple locations, included for global or multi-site services
1. Schedule 1 - Technical Specifications: Detailed technical specifications of the services and systems covered
2. Schedule 2 - Service Level Metrics: Detailed definitions and calculations of all service level metrics
3. Schedule 3 - Service Credit Calculations: Detailed formulas and examples for calculating service credits
4. Schedule 4 - Reporting Format: Templates and formats for regular service level reports
5. Schedule 5 - Escalation Matrix: Contact details and procedures for support escalation
6. Schedule 6 - Pricing and Fees: Detailed pricing structure including base fees and any variable components
7. Appendix A - Maintenance Windows: Scheduled maintenance windows and notification procedures
Authors
Relevant legal definitions
Clauses
Relevant Industries
Information Technology
Telecommunications
Financial Services
Healthcare
E-commerce
Cloud Computing
Data Center Services
Manufacturing
Government Services
Education
Retail
Professional Services
Relevant Teams
Legal
Information Technology
Operations
Procurement
Risk Management
Compliance
Service Delivery
Infrastructure
Cloud Services
Business Development
Contract Management
Technical Support
Relevant Roles
Chief Technology Officer
IT Director
Service Delivery Manager
Operations Manager
Contract Manager
Legal Counsel
Procurement Manager
Infrastructure Manager
Cloud Services Manager
Business Development Manager
Risk Manager
Compliance Officer
Technical Account Manager
Service Level Manager
IT Operations Manager
Find the exact document you need
Incident Resolution Time SLA
A Malaysian law-governed agreement defining incident resolution time commitments and service level requirements between service providers and their clients.
find out more
Ecommerce SLA
Malaysian-law governed Service Level Agreement for e-commerce operations, defining performance metrics and service standards under Malaysian regulations.
find out more
SLA Type
A Malaysian-law governed Service Level Agreement defining service standards, performance metrics, and delivery commitments between service provider and recipient.
find out more
SLA Telecom
A Malaysian law-governed telecommunications Service Level Agreement defining service standards, performance metrics, and regulatory compliance requirements for telecommunications services.
find out more
SLA Site
A Malaysian-law governed Site Service Level Agreement defining service standards and performance metrics for site-specific services.
find out more
SLA For Problem Management
A Malaysian law-governed Service Level Agreement defining problem management processes, response times, and resolution targets for IT services.
find out more
Managed Services Service Level Agreement
A Malaysian law-governed Service Level Agreement defining performance standards and operational requirements for managed services arrangements.
find out more
Defect Resolution SLA
A Malaysian law-governed Service Level Agreement specifying defect resolution requirements, timelines, and remediation procedures for technical systems.
find out more
Average SLA
A Malaysian-law governed Service Level Agreement defining service standards, performance metrics, and remedies between service provider and customer.
find out more
SLA Delivery Time
A Malaysian law-governed Service Level Agreement establishing delivery time commitments, performance metrics, and remedies for logistics services.
find out more
SLA Enterprise
Malaysian-compliant enterprise Service Level Agreement template establishing service commitments and performance metrics between service providers and enterprise customers.
find out more
Maintenance SLA
A Malaysian law-governed agreement setting out terms and performance standards for maintenance services, including service levels, responsibilities, and remedies.
find out more
Tier 3 SLA
Malaysian-law governed Tier 3 SLA defining expert-level technical support services and performance standards for mission-critical systems.
find out more
SLA Uptime
A Malaysian law-governed Service Level Agreement defining uptime commitments, measurement methods, and compensation mechanisms for service interruptions.
find out more
Task SLA
A Malaysian-law governed agreement defining performance metrics and service standards for specific operational tasks, including measurement criteria and compliance requirements.
find out more
SLA Storage
A Malaysian-law governed Service Level Agreement for storage services, defining performance metrics and obligations between storage providers and clients.
find out more
SLA Server Uptime
A Malaysian law-governed Service Level Agreement defining server uptime commitments, performance metrics, and compensation mechanisms for service disruptions.
find out more
SLA Level 1
Malaysian law-compliant Service Level Agreement template establishing basic service delivery commitments and performance metrics between provider and customer.
find out more
SLA In System Design
A Malaysian-law governed Service Level Agreement defining performance metrics and standards for system design services, ensuring compliance with local digital service regulations.
find out more
SLA 99.999 Downtime
A Malaysian law-governed Service Level Agreement (SLA) ensuring 99.999% service availability with strict uptime requirements and compliance measures.
find out more
SLA 8x5
A Malaysian law-governed Service Level Agreement for 8x5 business hours support, defining service standards and performance metrics.
find out more
ShIPping SLA
Malaysian law-compliant Service Level Agreement template for shipping services, defining performance standards and operational requirements for maritime transportation.
find out more
Service Level Agreement In Crm
A Malaysian law-governed agreement defining service levels and performance standards for CRM system services, including compliance with local data protection regulations.
find out more
Service Level Agreement Graphic Design
Malaysian-law governed Service Level Agreement for graphic design services, outlining service standards, deliverables, and performance metrics.
find out more
Security Level Agreement
A Malaysian law-governed agreement establishing security standards and compliance requirements between parties, including data protection and cybersecurity measures.
find out more
Quality SLA
A Malaysian law-governed Quality Service Level Agreement defining service standards, metrics, and compliance requirements between service provider and recipient.
find out more
Performance SLA
A Malaysian-law governed agreement defining service performance standards, metrics, and compliance requirements between service providers and recipients.
find out more
Office SLA
A Malaysian-law governed Service Level Agreement defining performance standards and operational requirements for office services delivery.
find out more
Latency SLA
A Malaysian law-governed Service Level Agreement specifying latency commitments, measurement methods, and remedies for digital service performance.
find out more
Finance SLA
A Malaysian law-governed Service Level Agreement defining performance standards and operational requirements for financial services delivery, aligned with local financial regulations.
find out more
Email SLA
A Malaysian-compliant Service Level Agreement defining performance standards and obligations for email services, governed by Malaysian law.
find out more
Downtime SLA
A Malaysian law-governed Service Level Agreement defining system availability commitments, downtime limits, and remedies for service disruptions.
find out more
Development SLA
A Malaysian-law governed agreement setting performance standards and deliverables for software development services, combining SLA metrics with development requirements.
find out more
Demo SLA
A Malaysian law-governed Service Level Agreement defining service standards, performance metrics, and accountability measures between service provider and customer.
find out more
Monthly SLA
Malaysian-compliant monthly Service Level Agreement template establishing service standards and performance metrics between providers and clients.
find out more
Manage SLA
A Malaysian-compliant contract for managing service level agreements, including performance metrics and reporting requirements under Malaysian law.
find out more
Delivery SLA
A Malaysian law-governed agreement setting delivery service levels between logistics providers and customers, including performance metrics and quality standards.
find out more
Data Slas
A Malaysian law-governed agreement defining service levels and requirements for data-related services, ensuring compliance with local data protection regulations.
find out more
Daily SLA
A Malaysian-law governed agreement establishing daily service performance standards, metrics, and compliance requirements between service providers and recipients.
find out more
Cloud Storage SLA
A Malaysian-compliant Service Level Agreement for cloud storage services, defining performance metrics and data protection standards.
find out more
骋别苍颈别鈥檚 Security Promise
Genie is the safest place to draft. Here鈥檚 how we prioritise your privacy and security.
Your documents are private:
We do not train on your data; 骋别苍颈别鈥檚 AI improves independently
All data stored on Genie is private to your organisation
Your documents are protected:
Your documents are protected by ultra-secure 256-bit encryption
We are ISO27001 certified, so your data is secure
Organizational security:
You retain IP ownership of your documents and their information
You have full control over your data and who gets to see it
.png)