The Service Level Agreement Website is a critical document used in Malaysia when establishing a formal relationship between a website service provider and a client organization. This agreement is essential when a business requires professional website hosting, maintenance, and support services with specific performance guarantees. The document is structured to comply with Malaysian legislation, including the Communications and Multimedia Act 1998 and Personal Data Protection Act 2010, while incorporating international best practices for digital service delivery. It becomes particularly important when organizations need to ensure consistent website performance, define clear service expectations, and establish accountability measures. The SLA typically includes detailed performance metrics, support procedures, security requirements, and remedy mechanisms for service failures.
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1. Parties: Identification of the service provider and client, including full legal names, registration numbers, and registered addresses
2. Background: Context of the agreement, including brief description of the website services to be provided
3. Definitions: Detailed definitions of technical terms, service-related terminology, and other key concepts used in the agreement
4. Service Description: Detailed description of the website services, including hosting, maintenance, and support services
5. Service Levels: Specific performance metrics, including uptime guarantees, response times, and maintenance windows
6. Performance Monitoring: Methods and tools used to measure and report service levels
7. Support Services: Details of technical support, including hours of operation, contact methods, and response times
8. Security Requirements: Security measures, data protection protocols, and compliance requirements
9. Data Protection: Obligations under PDPA 2010 and data handling procedures
10. Fees and Payment: Service fees, payment terms, and billing procedures
11. Term and Termination: Duration of agreement, renewal terms, and termination conditions
12. Liability and Indemnities: Limitations of liability and indemnification obligations
13. Force Majeure: Provisions for unforeseen circumstances and service interruptions
14. Governing Law: Specification of Malaysian law as governing law and jurisdiction
1. Disaster Recovery: Details of disaster recovery procedures and business continuity plans - include for mission-critical websites
2. Change Management: Procedures for requesting and implementing changes to the website - include for complex websites requiring frequent updates
3. Service Credits: Compensation mechanism for service level failures - include when specific performance guarantees are crucial
4. Third-Party Services: Terms relating to third-party integrations and services - include when external services are part of the solution
5. Intellectual Property: Detailed IP rights and ownership provisions - include when custom development or content creation is involved
6. Training and Documentation: Provisions for user training and system documentation - include for complex systems requiring user training
1. Service Level Specifications: Detailed technical specifications of service levels and performance metrics
2. Fee Schedule: Detailed breakdown of all fees, charges, and payment terms
3. Support Procedures: Detailed procedures for requesting and receiving technical support
4. Security Protocols: Detailed security requirements and compliance procedures
5. Acceptable Use Policy: Terms and conditions for acceptable use of the website services
6. Data Processing Agreement: Detailed terms for handling personal data in compliance with PDPA 2010
Authors
Relevant legal definitions
Clauses
Relevant Industries
Information Technology
E-commerce
Digital Services
Retail
Financial Services
Healthcare
Education
Manufacturing
Professional Services
Media and Entertainment
Relevant Teams
Legal
Information Technology
Operations
Procurement
Compliance
Digital Operations
Technical Services
Contract Management
Risk Management
Relevant Roles
IT Director
Chief Technology Officer
Digital Operations Manager
Procurement Manager
Legal Counsel
Website Manager
IT Service Manager
Operations Director
Compliance Officer
Contract Manager
Technical Services Manager
Digital Project Manager
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