This Availability SLA template is designed for use in the Malaysian jurisdiction where service providers need to establish clear, measurable commitments for system uptime and service availability. The document is particularly relevant for technology services, cloud infrastructure, and digital platform providers operating under Malaysian law. The Availability SLA includes essential elements such as availability calculations, excluded events, measurement methodologies, and service credit mechanisms, while ensuring compliance with Malaysian electronic commerce and contract laws. It's typically used when organizations need to formalize their service delivery commitments and establish clear accountability for system performance, incorporating both technical and legal requirements specific to the Malaysian business environment.
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1. Parties: Identification of the service provider and customer, including full legal names and addresses
2. Background: Context of the agreement, brief description of the services, and purpose of the SLA
3. Definitions: Detailed definitions of technical terms, availability metrics, and other key concepts used in the agreement
4. Service Availability Commitment: Core availability targets, measurement periods, and calculation methods
5. Service Level Measurement: Methodology for measuring and monitoring service availability, including tools and reporting mechanisms
6. Exclusions and Exceptions: Planned maintenance, force majeure events, and other circumstances not counting towards downtime
7. Service Credits and Remedies: Compensation structure for failing to meet availability targets, including calculation methods
8. Reporting and Review: Regular reporting requirements, review meetings, and performance evaluation procedures
9. Term and Termination: Duration of the agreement, renewal terms, and termination conditions
10. General Terms: Standard legal provisions including governing law, notices, and dispute resolution
1. Change Management: Procedures for modifying service levels or technical specifications, used when frequent updates are expected
2. Security Requirements: Specific security standards and compliance requirements, included when handling sensitive data
3. Disaster Recovery: Recovery time objectives and procedures, included for critical services
4. Customer Obligations: Specific customer responsibilities and prerequisites, included when customer action is required for service delivery
5. Performance Optimization: Continuous improvement commitments and procedures, included for long-term strategic relationships
6. Multi-tenant Services: Specific provisions for shared service environments, included when service is delivered via shared infrastructure
1. Technical Specifications: Detailed technical parameters of the service, including infrastructure specifications and monitoring points
2. Service Level Metrics: Detailed breakdown of availability calculations, measurement methods, and specific targets
3. Service Credit Calculation: Detailed formulas and examples for calculating service credits
4. Escalation Matrix: Contact details and procedures for different types of issues and severity levels
5. Reporting Ƶ: Standard formats for availability reports and performance metrics
6. Maintenance Windows: Scheduled maintenance periods and notification procedures
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