The Service Level Agreement In CRM is a critical document used when establishing a formal relationship between a CRM service provider and a client organization in Malaysia. This agreement is essential for businesses implementing or maintaining CRM systems, as it defines the expected service quality, performance metrics, and operational standards. The document ensures compliance with Malaysian legislation, including the Personal Data Protection Act 2010, Electronic Commerce Act 2006, and other relevant regulations. It typically includes detailed specifications for system availability, response times, support services, data security measures, and performance reporting requirements. The agreement is particularly important in the Malaysian business context, where digital transformation and customer relationship management are becoming increasingly crucial for business success.
Thank you! Your submission has been received!
Oops! Something went wrong while submitting the form.
Your data doesn't train Genie's AI
You keep IP ownership of your docs
1. Parties: Identification and details of the service provider and client organization
2. Background: Context of the agreement and brief description of the CRM services to be provided
3. Definitions: Detailed definitions of technical terms, service metrics, and key concepts used throughout the agreement
4. Service Description: Comprehensive description of CRM services, features, and functionalities to be provided
5. Service Levels and Performance Metrics: Specific, measurable performance standards, including uptime, response times, and quality metrics
6. Service Provider Obligations: Detailed responsibilities and commitments of the service provider
7. Client Obligations: Client responsibilities and requirements for enabling service delivery
8. Data Protection and Security: Compliance with PDPA 2010 and security measures for protecting customer data
9. Monitoring and Reporting: Procedures for tracking, measuring, and reporting service performance
10. Service Credits and Penalties: Compensation mechanism for service level failures and breach remedies
11. Term and Termination: Duration of agreement, renewal terms, and termination conditions
12. Dispute Resolution: Procedures for handling disagreements and escalation protocols
13. General Provisions: Standard legal clauses including governing law, notices, and entire agreement
1. Disaster Recovery and Business Continuity: Include for enterprise-level services or when handling critical business data
2. Third-Party Integration Services: Required when the CRM system needs to interface with other software or systems
3. Training and Support Services: Include when comprehensive training and ongoing support are part of the service offering
4. Change Management Procedures: Necessary for complex implementations or when frequent system changes are anticipated
5. Compliance with Industry Standards: Include for regulated industries or when specific certifications are required
6. Data Migration Services: Include when initial data migration from existing systems is part of the service
7. Custom Development Services: Required when bespoke CRM features or modifications are part of the agreement
1. Schedule A - Service Level Specifications: Detailed technical specifications of service levels, including specific metrics and measurement methods
2. Schedule B - Pricing and Payment Terms: Detailed fee structure, payment schedules, and service credit calculations
3. Schedule C - Support Services Details: Comprehensive support procedures, contact information, and escalation matrix
4. Schedule D - Technical Requirements: Specific technical requirements, including hardware, software, and network specifications
5. Schedule E - Data Processing Agreement: Detailed procedures for handling personal data in compliance with PDPA 2010
6. Schedule F - Service Implementation Plan: Detailed timeline and milestones for service implementation
7. Appendix 1 - Security Policies: Detailed security protocols and compliance requirements
8. Appendix 2 - Report Ƶ: Standard formats for performance reports and service level measurements
Find the exact document you need
Incident Resolution Time SLA
A Malaysian law-governed agreement defining incident resolution time commitments and service level requirements between service providers and their clients.
Download
Ecommerce SLA
Malaysian-law governed Service Level Agreement for e-commerce operations, defining performance metrics and service standards under Malaysian regulations.
Download
SLA Type
A Malaysian-law governed Service Level Agreement defining service standards, performance metrics, and delivery commitments between service provider and recipient.
Download
SLA Telecom
A Malaysian law-governed telecommunications Service Level Agreement defining service standards, performance metrics, and regulatory compliance requirements for telecommunications services.
Download
SLA Site
A Malaysian-law governed Site Service Level Agreement defining service standards and performance metrics for site-specific services.
Download
SLA For Problem Management
A Malaysian law-governed Service Level Agreement defining problem management processes, response times, and resolution targets for IT services.
Download
Managed Services Service Level Agreement
A Malaysian law-governed Service Level Agreement defining performance standards and operational requirements for managed services arrangements.
Download
Defect Resolution SLA
A Malaysian law-governed Service Level Agreement specifying defect resolution requirements, timelines, and remediation procedures for technical systems.
Download
Average SLA
A Malaysian-law governed Service Level Agreement defining service standards, performance metrics, and remedies between service provider and customer.
Download
SLA Delivery Time
A Malaysian law-governed Service Level Agreement establishing delivery time commitments, performance metrics, and remedies for logistics services.
Download
SLA Enterprise
Malaysian-compliant enterprise Service Level Agreement template establishing service commitments and performance metrics between service providers and enterprise customers.
Download
Maintenance SLA
A Malaysian law-governed agreement setting out terms and performance standards for maintenance services, including service levels, responsibilities, and remedies.
Download
Tier 3 SLA
Malaysian-law governed Tier 3 SLA defining expert-level technical support services and performance standards for mission-critical systems.
Download
SLA Uptime
A Malaysian law-governed Service Level Agreement defining uptime commitments, measurement methods, and compensation mechanisms for service interruptions.
Download
Task SLA
A Malaysian-law governed agreement defining performance metrics and service standards for specific operational tasks, including measurement criteria and compliance requirements.
Download
SLA Storage
A Malaysian-law governed Service Level Agreement for storage services, defining performance metrics and obligations between storage providers and clients.
Download
SLA Server Uptime
A Malaysian law-governed Service Level Agreement defining server uptime commitments, performance metrics, and compensation mechanisms for service disruptions.
Download
SLA Level 1
Malaysian law-compliant Service Level Agreement template establishing basic service delivery commitments and performance metrics between provider and customer.
Download
SLA In System Design
A Malaysian-law governed Service Level Agreement defining performance metrics and standards for system design services, ensuring compliance with local digital service regulations.
Download
SLA 99.999 Downtime
A Malaysian law-governed Service Level Agreement (SLA) ensuring 99.999% service availability with strict uptime requirements and compliance measures.
Download
SLA 8x5
A Malaysian law-governed Service Level Agreement for 8x5 business hours support, defining service standards and performance metrics.
Download
ShIPping SLA
Malaysian law-compliant Service Level Agreement template for shipping services, defining performance standards and operational requirements for maritime transportation.
Download
Service Level Agreement In Crm
A Malaysian law-governed agreement defining service levels and performance standards for CRM system services, including compliance with local data protection regulations.
Download
Service Level Agreement Graphic Design
Malaysian-law governed Service Level Agreement for graphic design services, outlining service standards, deliverables, and performance metrics.
Download
Security Level Agreement
A Malaysian law-governed agreement establishing security standards and compliance requirements between parties, including data protection and cybersecurity measures.
Download
Quality SLA
A Malaysian law-governed Quality Service Level Agreement defining service standards, metrics, and compliance requirements between service provider and recipient.
Download
Performance SLA
A Malaysian-law governed agreement defining service performance standards, metrics, and compliance requirements between service providers and recipients.
Download
Office SLA
A Malaysian-law governed Service Level Agreement defining performance standards and operational requirements for office services delivery.
Download
Latency SLA
A Malaysian law-governed Service Level Agreement specifying latency commitments, measurement methods, and remedies for digital service performance.
Download
Finance SLA
A Malaysian law-governed Service Level Agreement defining performance standards and operational requirements for financial services delivery, aligned with local financial regulations.
Download
Email SLA
A Malaysian-compliant Service Level Agreement defining performance standards and obligations for email services, governed by Malaysian law.
Download
Downtime SLA
A Malaysian law-governed Service Level Agreement defining system availability commitments, downtime limits, and remedies for service disruptions.
Download
Development SLA
A Malaysian-law governed agreement setting performance standards and deliverables for software development services, combining SLA metrics with development requirements.
Download
Demo SLA
A Malaysian law-governed Service Level Agreement defining service standards, performance metrics, and accountability measures between service provider and customer.
Download
Monthly SLA
Malaysian-compliant monthly Service Level Agreement template establishing service standards and performance metrics between providers and clients.
Download
Manage SLA
A Malaysian-compliant contract for managing service level agreements, including performance metrics and reporting requirements under Malaysian law.
Download
Delivery SLA
A Malaysian law-governed agreement setting delivery service levels between logistics providers and customers, including performance metrics and quality standards.
Download
Data Slas
A Malaysian law-governed agreement defining service levels and requirements for data-related services, ensuring compliance with local data protection regulations.
Download
Daily SLA
A Malaysian-law governed agreement establishing daily service performance standards, metrics, and compliance requirements between service providers and recipients.
Download
Cloud Storage SLA
A Malaysian-compliant Service Level Agreement for cloud storage services, defining performance metrics and data protection standards.
Download
ұԾ’s Security Promise
Genie is the safest place to draft. Here’s how we prioritise your privacy and security.
Your documents are private:
We do not train on your data; ұԾ’s AI improves independently
All data stored on Genie is private to your organisation
Your documents are protected:
Your documents are protected by ultra-secure 256-bit encryption
We are ISO27001 certified, so your data is secure
Organizational security:
You retain IP ownership of your documents and their information
You have full control over your data and who gets to see it
.png)