This document is essential for organizations requiring the highest level of technical support and expertise for their critical systems and infrastructure. A Tier 3 SLA is specifically designed for complex technical environments where standard support levels are insufficient. The agreement, governed by Malaysian law, establishes comprehensive service standards, response times, and resolution procedures for the most challenging technical issues. It includes detailed provisions for expert-level support, proactive problem prevention, and strategic technical consultation. This document is particularly crucial for organizations operating mission-critical systems where system downtime or technical issues could have significant operational or financial impacts.
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1. Parties: Identification of service provider and service recipient with full legal names and registration details
2. Background: Context of the agreement and brief description of the services to be provided
3. Definitions: Detailed definitions of technical terms, service levels, and key concepts used throughout the agreement
4. Service Description: Comprehensive description of Tier 3 support services, including scope and limitations
5. Service Level Specifications: Detailed metrics and standards for service delivery, including response times, resolution times, and availability
6. Performance Monitoring: Methods and tools for measuring and reporting service performance
7. Escalation Procedures: Process for escalating issues and engaging senior technical resources
8. Problem Resolution Process: Detailed procedures for addressing complex technical issues
9. Service Provider Obligations: Specific responsibilities and commitments of the service provider
10. Customer Obligations: Requirements and responsibilities of the customer
11. Reports and Reviews: Reporting requirements and service review procedures
12. Service Credits and Penalties: Compensation structure for service level failures
13. Term and Termination: Duration of agreement and termination provisions
14. Confidentiality: Protection of confidential information and trade secrets
15. Data Protection: Compliance with Malaysian Personal Data Protection Act and data handling procedures
16. Liability and Indemnification: Limitations of liability and indemnification provisions
17. Force Majeure: Provisions for unforeseen circumstances and service interruptions
18. Dispute Resolution: Procedures for resolving disputes under Malaysian law
19. General Provisions: Standard boilerplate clauses including notices, amendments, and governing law
1. Disaster Recovery: Include when services require specific disaster recovery procedures and commitments
2. Security Requirements: Add when handling sensitive data or requiring specific security protocols
3. Compliance with Industry Standards: Include when specific industry certifications or standards must be maintained
4. Knowledge Transfer: Add when service includes training or knowledge sharing requirements
5. Transition Services: Include when specific provisions for service transition in/out are needed
6. Multi-language Provisions: Add when agreement needs to be executed in multiple languages
7. Shariah Compliance: Include when parties require compliance with Islamic banking/finance principles
1. Schedule A - Service Level Metrics: Detailed technical specifications of service levels and measurement criteria
2. Schedule B - Pricing and Service Credits: Detailed pricing structure and service credit calculations
3. Schedule C - Technical Support Procedures: Detailed procedures for technical support and problem resolution
4. Schedule D - Escalation Matrix: Contact details and escalation hierarchy for different types of issues
5. Schedule E - Report Templates: Standard formats for performance reports and reviews
6. Schedule F - Security Protocols: Detailed security requirements and procedures
7. Appendix 1 - Technical Infrastructure: Description of technical infrastructure and systems covered
8. Appendix 2 - Contact Information: Key personnel and contact details for both parties
Relevant legal definitions
Clauses
Relevant Industries
Information Technology
Banking and Finance
Healthcare
Telecommunications
E-commerce
Manufacturing
Government and Public Sector
Education
Insurance
Logistics and Supply Chain
Relevant Teams
Legal
Information Technology
Operations
Procurement
Risk Management
Compliance
Service Delivery
Technical Support
Infrastructure
Security
Relevant Roles
Chief Technology Officer
IT Director
Service Delivery Manager
Technical Support Manager
Solutions Architect
Senior Systems Engineer
Infrastructure Manager
Operations Manager
Procurement Manager
Contract Manager
Legal Counsel
Risk Management Officer
Compliance Officer
Technical Account Manager
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