The Service Level Guarantee (SLG) is essential in the Malaysian business environment where service providers need to make firm commitments about their service quality and performance. This document is particularly relevant when organizations require legally enforceable guarantees about service delivery standards, typically in technology, telecommunications, or professional services contexts. The SLG should be used when specific, measurable service levels need to be guaranteed and when consequences for non-performance must be clearly defined. It includes detailed performance metrics, measurement methodologies, reporting requirements, and remedy mechanisms, all tailored to comply with Malaysian law, including the Contracts Act 1950 and relevant industry regulations. The document is especially important for critical services where service disruption could significantly impact business operations.
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: Identification of the service provider and service recipient, including full legal names and registration details
2. Background: Context of the agreement, brief description of the services, and purpose of the SLG
3. Definitions: Detailed definitions of technical terms, service metrics, and key concepts used throughout the agreement
4. Service Description: Comprehensive description of the services covered by the guarantee
5. Service Level Commitments: Specific, measurable service levels that the provider guarantees to meet
6. Measurement and Monitoring: Methods and tools used to measure service level performance
7. Reporting Requirements: Frequency, format, and content of service level performance reports
8. Service Credits and Penalties: Compensation or remedies if service levels are not met
9. Exceptions and Force Majeure: Circumstances under which the provider is excused from meeting service levels
10. Term and Termination: Duration of the SLG and conditions for termination
11. General Provisions: Standard legal clauses including governing law, notices, and amendments
1. Change Management: Procedures for modifying service levels or service scope - include when services are likely to evolve
2. Disaster Recovery: Recovery procedures and alternative service levels during disasters - include for critical services
3. Security Requirements: Specific security standards and requirements - include when handling sensitive data
4. Continuous Improvement: Processes for regular review and enhancement of service levels - include in long-term agreements
5. Customer Obligations: Customer responsibilities to enable service delivery - include when customer action is required
6. Dispute Resolution: Detailed dispute resolution procedures - include for high-value or complex services
7. Transition Services: Procedures for service transition at start and end - include for complex service implementations
1. Schedule 1 - Service Descriptions: Detailed technical specifications of each service covered
2. Schedule 2 - Service Level Metrics: Detailed definitions and calculations of each service level metric
3. Schedule 3 - Rate Card: Pricing, service credits, and penalty calculations
4. Schedule 4 - Report Templates: Templates and formats for regular service level reporting
5. Schedule 5 - Escalation Matrix: Contact details and procedures for issue escalation
6. Schedule 6 - Technical Requirements: Technical specifications and requirements for service delivery
7. Appendix A - Service Level History: Historical service level performance data (if applicable for existing services)
Authors
Relevant legal definitions
Clauses
Relevant Industries
Information Technology
Telecommunications
Cloud Services
Managed Services
Healthcare
Financial Services
Logistics
Facilities Management
Professional Services
Utilities
Data Center Operations
Business Process Outsourcing
Relevant Teams
Legal
Operations
Service Delivery
Procurement
Risk and Compliance
Quality Assurance
Technical Operations
Commercial
Customer Success
Project Management
Performance Management
Contract Administration
Relevant Roles
Chief Information Officer
Service Delivery Manager
Operations Director
Contract Manager
Legal Counsel
Procurement Manager
Quality Assurance Manager
Technical Operations Manager
Compliance Officer
Risk Manager
Commercial Director
Service Level Manager
Account Executive
Project Manager
Performance Analyst
Find the exact document you need
Supply Agreement Draft
A Malaysian law-governed agreement establishing terms and conditions for supply of goods between parties, incorporating local commercial law requirements.
find out more
Website Design Agreement
A Malaysian law-governed agreement between a website designer and client establishing terms for website development services and deliverables.
find out more
Service Level Guarantee
A Malaysian law-governed agreement that establishes guaranteed service performance levels and remedies for non-compliance.
find out more
Notarial Contract
A Malaysian notarial contract authenticated by a licensed notary public, providing official verification of documents or statements under Malaysian law.
find out more
Distance Contract
A Malaysian law-governed agreement for remote transactions, establishing terms for goods/services sold without physical presence of parties.
find out more
Client Confidentiality Policy
A Malaysian law-compliant internal policy document establishing standards and procedures for protecting client confidential information.
find out more
Labor Agreement
A Malaysian law-compliant employment agreement establishing terms and conditions between employer and employee.
find out more
Virtual Contract
Malaysian-law compliant Virtual Contract template for electronic agreements and digital transactions.
find out more
House Share Agreement
A Malaysian law-governed agreement establishing terms and conditions for shared residential property arrangements between multiple occupants.
find out more
Training Agreement Between Company And Trainer
A Malaysian law-governed agreement between a company and trainer establishing terms for professional training services delivery.
find out more
Service Bond Agreement
A Malaysian law-governed agreement binding an employee to serve an organization for a specified period in return for training or educational investment.
find out more
Reservation Contract
A Malaysian law-governed agreement establishing terms for property reservation, including reservation fee and period details.
find out more
Public Service Agreement
A Malaysian law-governed agreement establishing terms and conditions for public service employment within the Malaysian government framework.
find out more
Operation And Maintenance Contract
Malaysian-law governed agreement for operation and maintenance services, defining service provider and facility owner obligations, performance standards, and compliance requirements.
find out more
Framework Contract In Procurement
A Malaysian law-governed framework agreement establishing terms and procedures for ongoing procurement of goods, services, or works between procuring authorities and suppliers.
find out more
Facility Letter
A Malaysian banking document that outlines the terms and conditions of a credit facility or loan, serving as a legally binding agreement between lender and borrower under Malaysian law.
find out more
Exclusive Buyer Brokerage Agreement
A Malaysian law-governed agreement establishing exclusive representation rights between a real estate broker and property buyer.
find out more
Enterprise Subscription Agreement
Malaysian-law governed agreement for enterprise-level subscription services, defining terms between service providers and enterprise customers.
find out more
Development Services Agreement
A Malaysian law-governed agreement for software development and digital solution services, establishing terms, deliverables, and responsibilities between service providers and clients.
find out more
Customer Protection Agreement
A legal agreement establishing consumer protection standards and business obligations under Malaysian law, ensuring comprehensive customer rights and safeguards.
find out more
Clearing Agreement
A Malaysian law-governed agreement establishing the relationship between a clearing house and its members, setting out clearing services terms and regulatory compliance requirements.
find out more
Admission Agreement
A Malaysian-law governed agreement between an educational institution and student establishing terms of admission and enrollment.
find out more
Administrative Contract
A Malaysian law-governed contract for administrative arrangements between government entities and private parties, following public sector requirements.
find out more
Shared Services Agreement
A Malaysian law-governed agreement establishing shared services arrangements between corporate entities, defining service scope, standards, and operational framework.
find out more
Payment Settlement Agreement
A Malaysian law-governed agreement that formalizes debt settlement arrangements between creditors and debtors, outlining payment terms and conditions.
find out more
Web Development Agreement
A Malaysian-law governed agreement for website development services, outlining project scope, deliverables, and mutual obligations.
find out more
Dispatcher Agreement
A Malaysian law-compliant agreement governing the engagement of dispatchers, outlining service terms, operational procedures, and compliance requirements.
find out more
Staffing Agreement
A Malaysian law-governed agreement between staffing agencies and client companies for the provision and management of temporary or contract workers.
find out more
Personal Services Contract
Malaysian-law governed Personal Services Contract for professional service arrangements, establishing terms between service providers and clients.
find out more
Staff Contract
A Malaysian law-governed employment agreement establishing terms and conditions between employer and employee.
find out more
Volunteer Agreement
A Malaysian law-governed agreement establishing the terms and conditions between an organization and a volunteer, defining roles and responsibilities while protecting both parties' interests.
find out more
Home Construction Contract
Malaysian-law governed agreement for residential property construction, establishing terms between property owner and contractor with compliance to local housing development regulations.
find out more
Home Repair Contract
Malaysian-law governed agreement for home repair services between property owners and contractors, ensuring compliance with local regulations and protecting both parties' interests.
find out more
Truck Driver Contract Agreement
A Malaysian law-governed employment agreement for professional truck drivers, establishing key terms and conditions while ensuring compliance with local transportation and employment regulations.
find out more
Real Estate Purchase Contract
A Malaysian law-governed agreement for the sale and purchase of real estate property, detailing terms of transfer and parties' obligations.
find out more
Data Processing Agreement
Malaysian law-compliant agreement governing the processing of personal data between a controller and processor under PDPA 2010.
find out more
Landscape Contract
A Malaysian law-governed contract for landscape construction and maintenance services, defining scope, terms, and obligations for landscaping works.
find out more
Graphic Design Contract
A Malaysian law-governed agreement between a graphic designer and client establishing terms for design services, deliverables, and intellectual property rights.
find out more
Guarantee Contract
A Malaysian law-governed agreement where a guarantor undertakes to fulfill another party's obligations to a creditor upon default.
find out more
House Rental Form
A Malaysian law-compliant agreement establishing terms and conditions for residential property rental between landlord and tenant.
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)