This SLA Server Uptime agreement is designed for use in Malaysia when establishing contractual commitments for server availability and performance between service providers and their clients. The document is essential for organizations requiring guaranteed server uptime and clear accountability measures for their critical IT infrastructure. It incorporates provisions compliant with Malaysian legislation, including the Personal Data Protection Act 2010, Electronic Commerce Act 2006, and Communications and Multimedia Act 1998. The agreement typically becomes necessary when organizations deploy mission-critical applications, host customer-facing services, or require specific performance guarantees for their server infrastructure. It includes detailed technical specifications, service level metrics, monitoring procedures, incident response protocols, and compensation mechanisms for service disruptions.
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1. Parties: Identifies and provides details of the service provider and customer entering into the SLA
2. Background: Explains the context and purpose of the agreement
3. Definitions: Defines key terms used throughout the agreement, including technical terminology
4. Service Description: Detailed description of the server services being provided
5. Service Level Commitments: Specifies the guaranteed uptime percentage and performance metrics
6. Measurement and Monitoring: Details how uptime and performance will be measured and monitored
7. Service Credits and Penalties: Describes compensation or credits for failing to meet SLA commitments
8. Exclusions and Force Majeure: Specifies circumstances not covered by the SLA guarantees
9. Response and Resolution Times: Defines timeframes for responding to and resolving various types of incidents
10. Maintenance Windows: Specifies scheduled maintenance periods and notification requirements
11. Reporting: Details the performance reports to be provided and their frequency
12. Term and Termination: Specifies the duration of the agreement and termination conditions
13. General Provisions: Standard legal clauses including governing law, notices, and amendments
1. Data Protection and Privacy: Additional provisions for handling personal data when the service involves data processing
2. Disaster Recovery: Specific provisions for disaster recovery procedures when enhanced business continuity is required
3. Security Requirements: Detailed security obligations when handling sensitive data or systems
4. Customer Obligations: Specific customer responsibilities when the service requires significant customer cooperation
5. Service Level Reviews: Provisions for periodic review and adjustment of service levels for long-term contracts
6. Compliance Requirements: Additional compliance obligations for regulated industries
7. Multi-jurisdiction Services: Special provisions when services are provided across multiple jurisdictions
1. Schedule 1 - Technical Specifications: Detailed technical specifications of the servers and infrastructure
2. Schedule 2 - Service Level Metrics: Detailed breakdown of service level calculations and measurement methodologies
3. Schedule 3 - Fee Schedule: Pricing details and service credit calculations
4. Schedule 4 - Support Services: Detailed description of support services and escalation procedures
5. Schedule 5 - Security Standards: Specific security standards and compliance requirements
6. Appendix A - Incident Priority Levels: Classification and definitions of different incident priority levels
7. Appendix B - Contact Information: Key contacts and escalation points for both parties
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