The Interdepartmental SLA is a essential document for organizations operating in Malaysia that need to formalize and manage internal service relationships between departments. This document type is particularly crucial in medium to large organizations where clear service standards and accountability are required between different functional units. The agreement typically includes detailed service specifications, performance metrics, operational procedures, and governance frameworks, all aligned with Malaysian legal requirements and business practices. It serves both as a operational guide and a binding internal agreement, ensuring departments maintain professional service standards while adhering to local regulatory requirements including the Personal Data Protection Act 2010 and relevant industry-specific regulations. The Interdepartmental SLA is particularly valuable when departments need to establish clear expectations, measure performance, and maintain consistent service quality across organizational boundaries.
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1. Parties: Identification of the service provider department and recipient department
2. Background: Context of the agreement and relationship between departments
3. Definitions: Clear definitions of technical terms, key phrases, and abbreviations used in the agreement
4. Scope of Services: Detailed description of services to be provided between departments
5. Service Levels: Specific, measurable performance standards and metrics
6. Roles and Responsibilities: Clear delineation of each department's duties and obligations
7. Operating Hours and Service Availability: Specified times of service delivery and availability requirements
8. Performance Monitoring and Reporting: Methods and frequency of performance measurement and reporting
9. Communication Protocols: Procedures for routine communications and escalation paths
10. Data Protection and Confidentiality: Requirements for handling sensitive information and compliance with PDPA
11. Resource Allocation: Personnel, equipment, and resources committed to service delivery
12. Problem Resolution: Process for identifying and resolving service issues
13. Review and Amendment Process: Procedures for periodic review and modification of the SLA
14. Term and Termination: Duration of the agreement and conditions for termination
1. Budget and Cost Allocation: Include when there are internal charging mechanisms or budget transfers between departments
2. Disaster Recovery: Include when services are critical and require specific business continuity measures
3. Security Requirements: Include when handling classified or highly sensitive information
4. Training and Knowledge Transfer: Include when service delivery requires specific training or knowledge sharing
5. Transition Arrangements: Include when there are specific requirements for service transition or handover
6. Third Party Dependencies: Include when external vendors or systems are involved in service delivery
7. Compliance Requirements: Include when specific regulatory or policy compliance needs to be addressed
1. Schedule 1: Detailed Service Specifications: Technical details of services, including processes, procedures, and standards
2. Schedule 2: Performance Metrics and KPIs: Detailed metrics, measurement methods, and reporting templates
3. Schedule 3: Service Level Targets: Specific performance targets and associated penalties or remediation measures
4. Schedule 4: Escalation Matrix: Contact details and procedures for different levels of escalation
5. Schedule 5: Reporting Templates: Standard formats for various required reports
6. Schedule 6: Operating Procedures: Detailed operational procedures and workflows
7. Appendix A: Contact Information: Key personnel and contact details for both departments
8. Appendix B: Technical Infrastructure: Details of systems, tools, and infrastructure used in service delivery
Authors
Relevant legal definitions
Clauses
Relevant Industries
Government and Public Sector
Financial Services
Healthcare
Education
Telecommunications
Manufacturing
Energy and Utilities
Technology
Professional Services
Transportation and Logistics
Relevant Teams
Operations
Service Delivery
Quality Assurance
Legal
Compliance
Risk Management
Internal Audit
Performance Management
Business Operations
Process Management
Information Technology
Human Resources
Finance
Customer Service
Facilities Management
Relevant Roles
Chief Operating Officer
Department Director
Head of Operations
Service Delivery Manager
Performance Manager
Quality Assurance Manager
Business Unit Head
Process Owner
Department Manager
Operations Coordinator
Service Level Manager
Compliance Officer
Risk Manager
Legal Counsel
Internal Audit Manager
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