This SLA Type document serves as a critical legal and operational framework for establishing and maintaining service delivery standards in Malaysia. It is essential when organizations need to formalize service commitments, quality standards, and performance metrics with their service providers or customers. The agreement integrates Malaysian legal requirements, including compliance with the Contracts Act 1950, Personal Data Protection Act 2010, and relevant industry regulations. It typically includes detailed service descriptions, performance metrics, reporting requirements, remediation processes, and financial implications for service level breaches. This document is particularly valuable for technology services, outsourcing arrangements, and any business relationship where service quality and performance measurement are crucial to success.
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1. Parties: Identification and details of the service provider and service recipient
2. Background: Context of the agreement and brief description of the services to be provided
3. Definitions: Detailed definitions of key terms used throughout the agreement
4. Service Description: Detailed description of services covered under the agreement
5. Service Levels: Specific, measurable performance targets and service standards
6. Performance Monitoring: Methods and frequency of service level measurement and reporting
7. Response and Resolution Times: Specified timeframes for addressing service issues and incidents
8. Service Credits: Compensation mechanism for failure to meet service levels
9. Term and Termination: Duration of the agreement and conditions for termination
10. Payment Terms: Fees, payment schedule, and related financial terms
11. Dispute Resolution: Process for handling disagreements and escalation procedures
1. Change Management: Procedures for implementing changes to services or service levels, recommended for complex service arrangements
2. Business Continuity: Disaster recovery and business continuity requirements, important for critical services
3. Security Requirements: Specific security standards and protocols, essential for services involving sensitive data
4. Data Protection: Specific provisions for handling personal data, required when personal data processing is involved
5. Subcontracting: Terms governing the use of subcontractors, relevant when service provider may need to delegate services
6. Intellectual Property: IP rights and obligations, important for technology or content-related services
7. Force Majeure: Provisions for handling unforeseen circumstances, recommended for critical services
1. Schedule 1 - Service Descriptions: Detailed technical specifications of services
2. Schedule 2 - Service Level Metrics: Detailed performance indicators and measurement criteria
3. Schedule 3 - Pricing and Payment Schedule: Detailed fee structure and payment terms
4. Schedule 4 - Escalation Matrix: Contact details and escalation procedures for various scenarios
5. Schedule 5 - Report Templates: Standard formats for performance reporting
6. Appendix A - Technical Requirements: Specific technical standards and requirements
7. Appendix B - Security Standards: Detailed security protocols and requirements
Authors
Relevant legal definitions
Clauses
Relevant Industries
Information Technology
Telecommunications
Business Process Outsourcing
Cloud Services
Managed Services
Professional Services
Healthcare
Financial Services
Manufacturing
Logistics
Relevant Teams
Legal
Information Technology
Operations
Procurement
Compliance
Service Delivery
Quality Assurance
Project Management
Account Management
Risk Management
Relevant Roles
Chief Information Officer
IT Director
Service Delivery Manager
Operations Manager
Contract Manager
Procurement Manager
Legal Counsel
Compliance Officer
Project Manager
Account Manager
Vendor Manager
Quality Assurance Manager
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