This Internet SLA template is designed for use in Malaysia when establishing formal service level commitments for internet connectivity services. The document is essential for defining the relationship between internet service providers and their customers, incorporating requirements from Malaysian telecommunications regulations, particularly the Communications and Multimedia Act 1998 and MCMC guidelines. It includes comprehensive service definitions, performance metrics, support levels, and remedy mechanisms, making it suitable for both standard and high-availability internet service arrangements. The agreement is structured to protect both service provider and customer interests while ensuring compliance with Malaysian legal requirements for service quality, consumer protection, and data privacy. This template is particularly valuable when establishing enterprise-grade internet services that require specific performance guarantees and support commitments.
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1. Parties: Identification of the service provider and customer, including registration details and addresses
2. Background: Context of the agreement and brief description of the services being provided
3. Definitions: Detailed definitions of technical terms, service metrics, and other key terminology used in the agreement
4. Service Description: Comprehensive description of the internet services being provided, including bandwidth, connectivity type, and technical specifications
5. Service Levels: Specific performance metrics, including uptime guarantees, network availability, latency, and packet loss commitments
6. Service Credits: Compensation mechanism for service level failures, including calculation methods and claim procedures
7. Support Services: Details of technical support, including response times, escalation procedures, and maintenance windows
8. Customer Obligations: Customer responsibilities, including access requirements and acceptable use policies
9. Charges and Payment: Pricing, payment terms, and billing procedures
10. Term and Termination: Duration of the agreement, renewal terms, and termination conditions
11. Confidentiality: Protection of confidential information and data security requirements
12. Limitation of Liability: Limits on liability and exclusions in accordance with Malaysian law
13. Force Majeure: Provisions for circumstances beyond reasonable control
14. Governing Law: Specification of Malaysian law as governing law and jurisdiction
1. Data Protection: Detailed section on data handling and compliance with PDPA 2010, required when personal data processing is involved
2. Security Requirements: Specific security protocols and requirements, needed for clients with enhanced security needs
3. Disaster Recovery: Detailed disaster recovery and business continuity procedures, important for enterprise clients
4. Service Migration: Procedures for service migration and transition, relevant when dealing with enterprise clients or complex setups
5. Intellectual Property: IP rights and licensing terms, needed when proprietary technology or software is involved
6. Insurance: Insurance requirements and coverage details, important for high-value contracts
7. Anti-corruption: Anti-corruption and compliance provisions, particularly important for government or corporate clients
1. Schedule A - Service Specifications: Detailed technical specifications of the internet services, including bandwidth tiers and technical parameters
2. Schedule B - Service Level Metrics: Comprehensive listing of all service level metrics and measurement methodologies
3. Schedule C - Price List: Detailed pricing structure, including all service tiers and additional services
4. Schedule D - Support Procedures: Detailed support procedures, contact information, and escalation matrix
5. Schedule E - Acceptable Use Policy: Detailed acceptable use policy and service restrictions
6. Appendix 1 - Network Infrastructure: Technical details of network infrastructure and connection points
7. Appendix 2 - Service Credit Calculations: Detailed formulas and examples for service credit calculations
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