The IT Department SLA serves as a critical internal governance document for organizations operating in Malaysia, establishing the formal relationship between the IT Department and other business units. This document becomes necessary when organizations need to standardize their IT service delivery, ensure consistent support levels, and maintain clear accountability measures. The SLA includes detailed service descriptions, performance metrics, response times, and compliance requirements aligned with Malaysian regulations such as the Personal Data Protection Act 2010 and the Communications and Multimedia Act 1998. It is particularly relevant for organizations seeking to professionalize their IT service delivery, implement ITIL practices, or establish clear service expectations across different business functions.
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: Identifies the service provider (IT Department) and service recipient (business units or organization)
2. Background: Explains the context and purpose of the SLA, including the IT Department's role and general service scope
3. Definitions: Defines key terms used throughout the agreement, including technical terminology and service-related concepts
4. Service Scope: Details the specific IT services covered under the agreement
5. Service Hours and Availability: Specifies operating hours, maintenance windows, and availability commitments
6. Response and Resolution Times: Defines incident priority levels and corresponding response/resolution timeframes
7. Performance Metrics: Establishes KPIs and service level targets
8. Roles and Responsibilities: Outlines duties of both IT Department and service recipients
9. Security and Compliance: Details security measures and compliance requirements under Malaysian law
10. Incident Management: Describes processes for reporting, escalating, and resolving service issues
11. Reporting and Review: Specifies performance reporting frequency and review procedures
12. Term and Termination: States agreement duration and termination conditions
13. General Provisions: Includes standard legal clauses required under Malaysian law
1. Disaster Recovery: Include when specific disaster recovery services are part of the IT Department's responsibilities
2. Change Management: Add when formal change management procedures need to be documented
3. Cost Allocation: Include if IT services are charged back to business units
4. Third-Party Vendor Management: Add when IT Department manages external vendor relationships
5. Data Protection and Privacy: Include detailed section when handling sensitive personal data under PDPA
6. Training and Support: Add when specific user training obligations are part of the service
7. Innovation and Continuous Improvement: Include when there's a formal commitment to service enhancement
8. Business Continuity: Add when specific business continuity services are provided
1. Schedule 1 - Service Descriptions: Detailed descriptions of each IT service provided
2. Schedule 2 - Service Level Metrics: Comprehensive list of all service levels and measurement methods
3. Schedule 3 - Escalation Matrix: Contact details and escalation procedures for different types of incidents
4. Schedule 4 - Technical Requirements: Technical specifications and requirements for service delivery
5. Schedule 5 - Security Protocols: Detailed security procedures and requirements
6. Appendix A - Incident Priority Definitions: Detailed criteria for categorizing incident priorities
7. Appendix B - Service Request Catalog: List of standard service requests and their fulfillment targets
8. Appendix C - Reporting Templates: Standard formats for service level reporting
Relevant legal definitions
Clauses
Relevant Industries
Technology
Banking and Finance
Healthcare
Manufacturing
Education
Government
Telecommunications
Retail
Professional Services
Insurance
Energy and Utilities
Relevant Teams
Information Technology
Service Desk
Infrastructure and Operations
Application Support
Network Operations
Information Security
Business Operations
Legal
Compliance
Risk Management
Quality Assurance
Project Management Office
Relevant Roles
Chief Information Officer
IT Director
Service Delivery Manager
IT Operations Manager
Business Unit Manager
Department Head
Compliance Officer
Legal Counsel
Risk Manager
Service Desk Manager
IT Support Specialist
Systems Administrator
Network Administrator
Information Security Manager
Project Manager
Quality Assurance 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)