In today's digital business environment, maintaining reliable system operations is crucial for business continuity and success. This System Availability SLA, governed by Malaysian law, serves as a critical agreement between service providers and customers to ensure consistent system performance and availability. The document establishes clear metrics for system uptime, defines measurement methodologies, and outlines consequences for service level breaches. It incorporates requirements from Malaysian legislation, including electronic commerce laws and data protection regulations, while providing a framework for monitoring, reporting, and managing system availability commitments. This agreement is particularly vital for businesses operating critical systems in Malaysia where service disruptions could have significant operational and financial impacts.
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1. Parties: Identifies and provides details of the service provider and customer entering into the SLA
2. Background: Contextual information about the system, services, and purpose of the agreement
3. Definitions: Defines key terms used throughout the agreement, including technical terms and measurement metrics
4. Service Availability Commitment: Specifies the guaranteed system uptime percentage and availability standards
5. Service Level Measurements: Details how system availability is measured, including measurement periods and monitoring methods
6. Exclusions and Planned Maintenance: Defines circumstances not counted as downtime, including scheduled maintenance windows
7. Response and Resolution Times: Specifies timeframes for responding to and resolving different categories of incidents
8. Service Credits and Penalties: Details the compensation mechanism when service levels are not met
9. Reporting and Review: Outlines the frequency and format of service level reporting and review meetings
10. Force Majeure: Defines circumstances beyond reasonable control that excuse performance
11. Term and Termination: Specifies the duration of the agreement and termination conditions
12. Governing Law and Jurisdiction: Confirms Malaysian law applies and specifies jurisdiction for disputes
1. Data Protection and Privacy: Required when the system processes personal data, ensuring compliance with PDPA 2010
2. Disaster Recovery: Detailed recovery procedures for catastrophic failures, recommended for critical systems
3. Security Requirements: Specific security standards and protocols, important for systems handling sensitive data
4. Customer Obligations: Specific responsibilities of the customer, important when system availability depends on customer actions
5. Third-Party Dependencies: Required when system availability relies on third-party services or integrations
6. Change Management: Procedures for implementing system changes, recommended for complex systems
7. Exit Management: Transition arrangements at contract end, important for business-critical systems
1. Service Level Specifications: Detailed technical specifications of availability targets and measurement methodologies
2. Service Credit Calculations: Detailed formulas and examples for calculating service credits
3. Incident Priority Matrix: Classification of incidents and corresponding response times
4. Contact Details and Escalation Procedures: List of key contacts and escalation paths for both parties
5. System Architecture Overview: Technical description of system components covered by the SLA
6. Maintenance Schedule: Planned maintenance windows and procedures
7. Report Templates: Standard formats for service level reports and reviews
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