In today's digital business environment, organizations require reliable and secure data storage solutions with clearly defined service levels and performance guarantees. This Storage SLA, governed by Malaysian law, serves as a crucial contract between storage service providers and their clients, establishing measurable service standards, security requirements, and accountability mechanisms. The document is essential for businesses operating in Malaysia that need to ensure their data storage services meet specific performance metrics while complying with local regulations, particularly the Personal Data Protection Act 2010. It provides comprehensive coverage of service definitions, technical specifications, security protocols, and remedy mechanisms, making it suitable for both cloud-based and traditional storage solutions.
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1. Parties: Identification of the service provider and customer, including full legal names and registered addresses
2. Background: Context of the agreement and brief description of the storage services being provided
3. Definitions: Detailed definitions of technical terms, service metrics, and other key terms used throughout the agreement
4. Service Description: Detailed description of the storage services, including types of storage, capacity, and technical specifications
5. Service Levels: Specific performance metrics, including availability, response times, and reliability standards
6. Service Credits: Compensation mechanism for service level failures, including calculation methods and claim procedures
7. Security Requirements: Security measures, protocols, and compliance requirements for data storage and protection
8. Data Protection: Obligations regarding data privacy, protection, and compliance with Malaysian PDPA requirements
9. Support Services: Details of technical support, maintenance, and customer service provisions
10. Charges and Payment: Pricing structure, payment terms, and billing procedures
11. Term and Termination: Duration of the agreement, renewal terms, and termination conditions
12. Liability and Indemnification: Limitations of liability, indemnification obligations, and risk allocation
13. Force Majeure: Provisions for unforeseen circumstances affecting service delivery
14. 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 enterprise-level services
2. Data Migration: Procedures for importing and exporting data, recommended when dealing with large data volumes or complex systems
3. Multi-tenant Provisions: Specific provisions for shared infrastructure environments, needed for multi-tenant storage solutions
4. Compliance Requirements: Industry-specific compliance requirements, necessary for regulated industries like healthcare or financial services
5. Environmental Standards: Green energy and environmental compliance requirements, relevant for environmentally conscious clients
6. Insurance Requirements: Specific insurance coverage requirements, recommended for high-value storage services
7. Third-Party Service Integration: Terms governing integration with third-party services, needed when storage services interface with other providers
1. Schedule 1 - Service Level Specifications: Detailed technical specifications of service levels and performance metrics
2. Schedule 2 - Pricing and Payment Terms: Detailed pricing structure, rates, and payment terms
3. Schedule 3 - Support Services Details: Comprehensive description of support services, including contact details and escalation procedures
4. Schedule 4 - Security Protocols: Detailed security measures, protocols, and compliance requirements
5. Schedule 5 - Service Credit Calculations: Detailed methodology for calculating service credits and compensation
6. Appendix A - Technical Requirements: Technical specifications for storage infrastructure and connectivity
7. Appendix B - Incident Response Procedures: Step-by-step procedures for handling various types of service incidents
Relevant legal definitions
Clauses
Relevant Industries
Information Technology
Financial Services
Healthcare
E-commerce
Manufacturing
Education
Government
Telecommunications
Legal Services
Media and Entertainment
Retail
Relevant Teams
Legal
Information Technology
Procurement
Information Security
Operations
Infrastructure
Compliance
Risk Management
Service Delivery
Vendor Management
Relevant Roles
Chief Technology Officer
IT Director
Data Center Manager
Cloud Services Manager
Procurement Manager
Legal Counsel
Information Security Officer
Operations Manager
Infrastructure Manager
Compliance Officer
Contract Manager
Service Delivery Manager
Storage Administrator
IT Procurement Specialist
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