The Average SLA serves as a fundamental agreement for establishing and maintaining service standards in business relationships under Malaysian jurisdiction. This document type is typically used when organizations need to formalize their service delivery commitments and establish clear performance metrics with their service providers or customers. The Average SLA includes essential elements such as service definitions, performance metrics, measurement methodologies, reporting requirements, and remedy mechanisms, all structured in compliance with Malaysian legal requirements, particularly the Contracts Act 1950 and related commercial regulations. It is designed to provide a balanced approach to service level management, incorporating industry standard practices while maintaining flexibility for customization based on specific service requirements and business needs.
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1. Parties: Identification and details of the service provider and customer, including registration numbers and registered addresses
2. Background: Context of the agreement, brief description of the services, and the parties' intention to enter into an SLA
3. Definitions: Detailed definitions of technical terms, service metrics, and other key terms used throughout the agreement
4. Service Description: Comprehensive description of the services to be provided, including scope and exclusions
5. Service Level Metrics: Specific, measurable performance targets and service levels that the provider commits to achieve
6. Measurement and Reporting: Methods for measuring service levels, reporting frequency, and format of performance reports
7. Service Credits and Penalties: Calculation and application of service credits or other remedies for failure to meet service levels
8. Response and Resolution Times: Timeframes for responding to and resolving different categories of issues
9. Support Services: Details of support services, including hours of operation and contact procedures
10. Term and Termination: Duration of the agreement, renewal terms, and termination provisions
11. Payment Terms: Fee structure, payment schedule, and any adjustments based on service performance
12. Governing Law and Jurisdiction: Specification of Malaysian law as governing law and jurisdiction for dispute resolution
1. Disaster Recovery: Procedures and commitments for service continuity in case of major incidents or disasters
2. Data Protection: Specific provisions for handling personal data in compliance with PDPA 2010, required if personal data is processed
3. Security Requirements: Detailed security measures and compliance requirements, important for IT or sensitive services
4. Change Management: Procedures for implementing changes to services or service levels
5. Third-Party Contractors: Terms governing the use of subcontractors or third-party service providers
6. Service Level Review: Procedures for periodic review and adjustment of service levels
7. Innovation and Continuous Improvement: Commitments to service enhancement and technological improvements
8. Exit Management: Detailed procedures for service transition at contract end, important for complex services
1. Schedule 1 - Service Definitions: Detailed technical specifications of each service component
2. Schedule 2 - Service Level Targets: Comprehensive table of all service level metrics and their target values
3. Schedule 3 - Service Credit Calculations: Detailed formulas and examples for calculating service credits
4. Schedule 4 - Escalation Matrix: Contact details and procedures for different levels of issue escalation
5. Schedule 5 - Fee Schedule: Detailed breakdown of fees, charges, and payment terms
6. Schedule 6 - Service Reports: Ƶ and specifications for regular service performance reports
7. Appendix A - Technical Requirements: Detailed technical specifications and requirements
8. Appendix B - Support Procedures: Step-by-step procedures for support services and issue resolution
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