The Service Level Agreement Uptime document is essential for businesses operating in Malaysia that rely on consistent system availability and performance. This agreement type is particularly crucial in the current digital business environment where system uptime directly impacts business operations and customer satisfaction. The document is structured to comply with Malaysian legislation, including the Electronic Commerce Act 2006 and the Contracts Act 1950, while providing clear metrics for service availability, response times, and compensation mechanisms. It is commonly used when establishing formal commitments for system availability between service providers and their clients, ensuring clear accountability and performance standards.
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1. Parties: Identification of the service provider and service recipient, including full legal names and registered addresses
2. Background: Context of the agreement, brief description of the services, and purpose of the SLA
3. Definitions: Detailed definitions of technical terms, including 'Uptime', 'Downtime', 'Scheduled Maintenance', 'Service Hours', and other relevant terminology
4. Service Description: Detailed description of the services covered by the SLA
5. Service Availability Commitments: Specific uptime commitments, including percentage guarantees and calculation methods
6. Performance Measurement: Methods and tools used to measure and monitor service availability
7. Service Credits and Penalties: Compensation structure for failure to meet SLA commitments
8. Incident Response and Resolution: Response times, escalation procedures, and resolution commitments
9. Maintenance and Support: Scheduled maintenance windows, support hours, and contact procedures
10. Reporting and Review: Regular reporting requirements and review procedures
11. Term and Termination: Duration of the agreement and termination provisions
12. General Provisions: Standard legal clauses including governing law, notices, and amendments
1. Disaster Recovery: Detailed disaster recovery procedures and commitments, recommended for critical services
2. Security Requirements: Specific security standards and compliance requirements, important for services handling sensitive data
3. Change Management: Procedures for implementing changes to services or SLA terms, useful for complex services
4. Service Migration: Procedures for service transition at start and end of contract, relevant for complex technical services
5. Customer Obligations: Specific requirements from the customer to enable service delivery, important for interdependent services
6. Compliance and Audit: Specific compliance requirements and audit rights, necessary for regulated industries
1. Schedule 1 - Service Specifications: Detailed technical specifications of the services
2. Schedule 2 - Service Level Metrics: Detailed metrics, calculation methods, and measurement periods
3. Schedule 3 - Service Credit Calculations: Detailed formulas and examples for calculating service credits
4. Schedule 4 - Escalation Matrix: Contact details and escalation procedures for different types of incidents
5. Schedule 5 - Report Templates: Standard formats for service level reports
6. Appendix A - Technical Requirements: Detailed technical requirements and configurations
7. Appendix B - Incident Categories: Classification and definitions of different types of incidents
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