The Resolution SLA serves as a critical document in service relationships where prompt and effective issue resolution is essential for business operations. This agreement type is particularly relevant in the Malaysian business context, where it must comply with local contract law and digital service regulations. The document establishes clear metrics for issue resolution performance, defines priority levels for different types of incidents, and outlines the escalation procedures when service levels are not met. It includes specific provisions for service credits or other remedies when resolution commitments are not achieved, ensuring accountability in service delivery. The Resolution SLA is commonly used in technology services, managed services, and other business-critical service relationships where clear resolution commitments and procedures are essential for maintaining service quality and business continuity.
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1. Parties: Identification of the service provider and service recipient, including full legal names and registration details
2. Background: Context of the agreement and brief description of the services to be provided
3. Definitions: Detailed definitions of technical terms, service-related terminology, and other key concepts used in the agreement
4. Service Scope: Detailed description of the services covered under the agreement
5. Resolution Time Commitments: Specific timeframes for different types of issue resolution and priority levels
6. Service Hours: Defined operational hours and coverage periods for service delivery
7. Incident Classification: Categories of incidents and their priority levels
8. Response Procedures: Step-by-step procedures for handling and escalating service issues
9. Performance Metrics: Specific measurable targets and KPIs for service delivery
10. Reporting Requirements: Frequency and format of performance reports and service metrics
11. Service Credits: Compensation mechanism for failure to meet agreed service levels
12. Term and Termination: Duration of the agreement and conditions for termination
13. Force Majeure: Circumstances under which service levels may be excused
14. Governing Law: Specification of Malaysian law as the governing law and jurisdiction
1. Disaster Recovery: Include when services are critical and require specific disaster recovery procedures
2. Data Protection: Include when personal or sensitive data processing is involved, ensuring PDPA compliance
3. Security Requirements: Include when specific security protocols or standards must be maintained
4. Training and Support: Include when ongoing training or user support is part of the service offering
5. Change Management: Include when formal processes for service changes are required
6. Third-Party Dependencies: Include when service delivery relies on third-party providers or systems
1. Schedule 1 - Service Level Specifications: Detailed technical specifications of service levels and performance metrics
2. Schedule 2 - Pricing and Service Credits: Detailed breakdown of service costs and service credit calculations
3. Schedule 3 - Escalation Matrix: Contact details and procedures for different levels of escalation
4. Schedule 4 - Incident Priority Matrix: Detailed criteria for categorizing incident priorities
5. Schedule 5 - Report Templates: Standard formats for various required service reports
6. Appendix A - Technical Requirements: Specific technical requirements and standards for service delivery
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