In today's digital business environment, organizations increasingly rely on external providers for critical application services. This Application SLA serves as a crucial legal framework under Malaysian jurisdiction for defining and managing the service delivery relationship between application service providers and their clients. The document establishes clear, measurable service levels, outlines support and maintenance obligations, defines performance metrics and remedies, and ensures compliance with Malaysian regulations including the Personal Data Protection Act 2010 and Communications and Multimedia Act 1998. It is essential for protecting both service providers and customers by setting clear expectations and accountability measures for application service delivery, availability, and performance.
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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 application service being provided
3. Definitions: Detailed definitions of technical terms, service levels, and other key concepts used in the agreement
4. Service Description: Detailed description of the application service, its features, and functionality
5. Service Level Commitments: Specific, measurable service levels including availability, performance metrics, and response times
6. Support Services: Details of technical support, maintenance windows, and incident response procedures
7. Performance Monitoring: Methods and tools for measuring and reporting service level performance
8. Service Credits: Calculation and application of credits for service level failures
9. Customer Obligations: Customer responsibilities and requirements for proper service usage
10. Security Requirements: Security standards, protocols, and responsibilities of both parties
11. Fees and Payment: Pricing, payment terms, and billing procedures
12. Term and Termination: Duration of agreement, renewal terms, and termination rights
13. General Provisions: Standard legal clauses including governing law, notices, and dispute resolution
1. Data Protection: Detailed provisions for personal data handling and PDPA compliance, required if personal data is processed
2. Disaster Recovery: Disaster recovery and business continuity procedures, recommended for critical applications
3. Change Management: Procedures for implementing changes to the service, recommended for complex applications
4. Third Party Dependencies: Management of third-party services and dependencies, needed if external services are involved
5. Service Tiers: Different service level tiers and corresponding commitments, useful for multi-tiered service offerings
6. Compliance Requirements: Specific regulatory compliance obligations, needed for regulated industries
7. Hardware Requirements: Specifications for required hardware or infrastructure, needed if hardware is part of the service
1. Service Level Specifications: Detailed technical specifications of service levels and performance metrics
2. Service Credit Calculations: Detailed formulas and examples for calculating service credits
3. Technical Support Procedures: Detailed support processes, escalation procedures, and contact information
4. Security Standards: Detailed security requirements, protocols, and compliance standards
5. Pricing Schedule: Detailed pricing information, including any variable or usage-based charges
6. Service Acceptance Criteria: Specific criteria for accepting the service as operational
7. Report Formats: Templates and formats for various service level reports
Relevant legal definitions
Acceptance Criteria
Application
Authorized User
Availability
Business Day
Change Request
Confidential Information
Critical Incident
Data Center
Disaster Recovery
Documentation
Downtime
Emergency Maintenance
Error
Force Majeure
Help Desk
Incident
Implementation Date
Initial Term
Intellectual Property Rights
Maintenance Window
Mean Time to Repair
Mean Time to Respond
Monitoring System
Operating Environment
Performance Metrics
Personal Data
Planned Maintenance
Platform
Priority Level
Recovery Point Objective
Recovery Time Objective
Resolution Time
Response Time
Service Credits
Service Hours
Service Level Failure
Service Levels
Service Provider
Service Requests
Software
Support Services
System
Third Party Software
Uptime
User Authentication
Virus
Application
Authorized User
Availability
Business Day
Change Request
Confidential Information
Critical Incident
Data Center
Disaster Recovery
Documentation
Downtime
Emergency Maintenance
Error
Force Majeure
Help Desk
Incident
Implementation Date
Initial Term
Intellectual Property Rights
Maintenance Window
Mean Time to Repair
Mean Time to Respond
Monitoring System
Operating Environment
Performance Metrics
Personal Data
Planned Maintenance
Platform
Priority Level
Recovery Point Objective
Recovery Time Objective
Resolution Time
Response Time
Service Credits
Service Hours
Service Level Failure
Service Levels
Service Provider
Service Requests
Software
Support Services
System
Third Party Software
Uptime
User Authentication
Virus
Clauses
Service Levels
Performance Standards
Availability
Support Services
Maintenance
Service Credits
Data Protection
Confidentiality
Intellectual Property
Warranties
Liability
Force Majeure
Term and Termination
Payment Terms
Dispute Resolution
Security Requirements
Change Management
Disaster Recovery
Audit Rights
Compliance
Insurance
Assignment
Subcontracting
Notice Requirements
Entire Agreement
Governing Law
Service Reporting
Access Rights
Customer Obligations
Business Continuity
Performance Standards
Availability
Support Services
Maintenance
Service Credits
Data Protection
Confidentiality
Intellectual Property
Warranties
Liability
Force Majeure
Term and Termination
Payment Terms
Dispute Resolution
Security Requirements
Change Management
Disaster Recovery
Audit Rights
Compliance
Insurance
Assignment
Subcontracting
Notice Requirements
Entire Agreement
Governing Law
Service Reporting
Access Rights
Customer Obligations
Business Continuity
Relevant Industries
Information Technology
Financial Services
Healthcare
E-commerce
Manufacturing
Telecommunications
Professional Services
Education
Government
Retail
Logistics
Insurance
Relevant Teams
Legal
Information Technology
Procurement
Operations
Risk Management
Compliance
Service Delivery
Infrastructure
Security
Vendor Management
Technical Support
Solution Architecture
Relevant Roles
Chief Information Officer
IT Director
Service Delivery Manager
Applications Manager
Legal Counsel
Procurement Manager
IT Operations Manager
Contract Manager
Technical Account Manager
Risk Management Officer
Compliance Officer
Solutions Architect
Service Level Manager
IT Security Manager
Operations Director
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