This document serves as a critical agreement for organizations requiring near-perfect service availability in Malaysia. The SLA 99.999 Downtime agreement is specifically designed for mission-critical services where service interruptions could have severe operational or financial implications. It is commonly used in sectors such as banking, healthcare, telecommunications, and emergency services, where system availability is paramount. The agreement incorporates Malaysian regulatory requirements, particularly from the Communications and Multimedia Act 1998 and the Consumer Protection Act 1999, while establishing clear technical specifications, monitoring mechanisms, and compensation structures. This type of SLA is particularly relevant when establishing relationships with critical service providers, ensuring that services meet the highest availability standards of 99.999% uptime, effectively limiting acceptable downtime to just over 5 minutes per year.
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1. Parties: Identification of the service provider and customer, including registration details and addresses
2. Background: Context of the agreement and brief description of the services being provided
3. Definitions: Detailed definitions of technical terms, service metrics, and key concepts including 'uptime', 'downtime', 'scheduled maintenance', and 'service levels'
4. Service Description: Detailed description of the services covered under the SLA
5. Service Level Commitments: Specific commitments to 99.999% uptime, including measurement methodology and calculation periods
6. Service Level Monitoring: Methods and tools used to monitor and measure service availability
7. Incident Response and Resolution: Response times, escalation procedures, and resolution commitments for different severity levels
8. Maintenance and Updates: Procedures for scheduled maintenance, including notice periods and excluded downtime
9. Service Credits and Penalties: Compensation structure for failing to meet SLA commitments
10. Force Majeure: Circumstances beyond reasonable control that excuse performance
11. Termination: Conditions and procedures for agreement termination
12. Governing Law and Jurisdiction: Specification of Malaysian law as governing law and jurisdiction for disputes
1. Disaster Recovery: Detailed procedures for disaster recovery and business continuity, recommended for critical services
2. Security Requirements: Specific security standards and compliance requirements, necessary if handling sensitive data
3. Data Protection: Compliance with PDPA 2010, required if personal data is processed
4. Multi-location Service Delivery: Special provisions for services delivered across multiple locations or data centers
5. Customer Obligations: Specific customer responsibilities required to maintain service levels, if applicable
6. Third-Party Dependencies: Management of third-party service providers or dependencies, if relevant
1. Schedule 1: Technical Specifications: Detailed technical specifications of the service infrastructure and components
2. Schedule 2: Service Level Metrics: Detailed metrics, measurement methodologies, and reporting formats
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: Maintenance Windows: Agreed maintenance windows and procedures
6. Appendix A: Incident Severity Definitions: Definitions and examples of different incident severity levels
7. Appendix B: Report Templates: Templates for regular service level reports and incident reports
Relevant legal definitions
Clauses
Relevant Industries
Information Technology
Telecommunications
Banking and Financial Services
Healthcare
Emergency Services
Defense
Critical Infrastructure
Cloud Services
Data Center Operations
Enterprise Software
Government Services
Aviation
Relevant Teams
Legal
Information Technology
Operations
Service Delivery
Infrastructure
Risk and Compliance
Procurement
Network Operations Center
Security Operations
Technical Support
Service Management
Quality Assurance
Vendor Management
Relevant Roles
Chief Technology Officer
IT Director
Service Delivery Manager
Operations Manager
Network Administrator
System Reliability Engineer
Cloud Infrastructure Manager
Legal Counsel
Procurement Manager
Risk Manager
Compliance Officer
Technical Account Manager
Service Level Manager
Infrastructure Architect
Information Security Manager
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