This document template is designed for businesses operating in Malaysia that require a structured service level agreement for business-hours support (SLA 8x5). It is particularly useful for services that don't require 24/7 coverage but need defined performance standards during regular business hours. The agreement incorporates Malaysian legal requirements, including provisions from the Contracts Act 1950, Electronic Commerce Act 2006, and where applicable, the Personal Data Protection Act 2010. The document establishes clear service metrics, response times, and remedies while aligning with Malaysian business practices and working hour regulations. It's commonly used for IT services, professional services, and business support functions where service availability during standard business hours (8 hours per day, 5 days per week) is sufficient for business operations.
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1. Parties: Identification of the service provider and customer with full legal names and registered addresses
2. Background: Context of the agreement and brief description of the services to be provided
3. Definitions: Detailed definitions of technical terms, service metrics, and other key terms used throughout the agreement
4. Service Description: Detailed description of services covered under the agreement, including scope and limitations
5. Service Hours and Availability: Specification of 8x5 service hours, including time zone, holidays, and planned maintenance windows
6. Service Level Metrics: Measurable service levels, response times, and performance indicators
7. Support and Response Times: Definition of incident priority levels and corresponding response/resolution times
8. Customer Responsibilities: Customer obligations necessary for service delivery and problem resolution
9. Service Provider Obligations: Provider's commitments, including reporting, maintenance, and communication requirements
10. Performance Monitoring: Methods and tools used to measure and report service performance
11. Service Credits and Penalties: Compensation mechanism for service level breaches
12. Payment Terms: Fees, payment schedule, and billing procedures
13. Term and Termination: Agreement duration, renewal terms, and termination conditions
14. General Provisions: Standard legal clauses including governing law, notices, and dispute resolution
1. Disaster Recovery: Include when service requires specific disaster recovery procedures and commitments
2. Data Protection: Required when personal data processing is involved, ensuring PDPA compliance
3. Security Requirements: Include for services involving sensitive data or systems
4. Change Management: Add when service may require significant modifications during the term
5. Transition Services: Include when complex service transition in or out is anticipated
6. Intellectual Property Rights: Required when service involves software, content, or other IP
7. Third-Party Service Providers: Include when subcontractors or third-party services are involved
8. Business Continuity: Add for critical services requiring specific continuity commitments
1. Schedule 1 - Service Specifications: Detailed technical specifications of services and delivery methods
2. Schedule 2 - Service Level Targets: Specific metrics, thresholds, and measurement methods for each service level
3. Schedule 3 - Rate Card: Detailed pricing, including standard rates and any variable charges
4. Schedule 4 - Escalation Matrix: Contact details and escalation procedures for various incident levels
5. Schedule 5 - Report Ƶ: Formats and templates for regular service performance reports
6. Schedule 6 - Service Hours Calendar: Detailed calendar showing business days, holidays, and maintenance windows
7. Appendix A - Incident Management Procedures: Detailed procedures for handling and resolving service incidents
8. Appendix B - Service Credit Calculations: Detailed methods for calculating service credits and penalties
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