This Cloud Service Level Agreement is essential for organizations engaging cloud service providers in Malaysia, establishing clear, measurable service standards and performance metrics. It is particularly relevant given Malaysia's Digital Economy Blueprint (MyDIGITAL) initiative and the increasing adoption of cloud services across various sectors. The document ensures compliance with Malaysian regulations, including the Personal Data Protection Act 2010 and the Communications and Multimedia Act 1998, while providing comprehensive coverage of service availability, performance guarantees, security requirements, and remedial measures. This agreement is crucial for businesses seeking to formalize their cloud service arrangements with proper legal protection and clear operational parameters under Malaysian jurisdiction.
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1. Parties: Identification of the cloud service provider and the customer, including full legal names and registered addresses
2. Background: Context of the agreement, brief description of the cloud services being provided, and the purpose of the SLA
3. Definitions: Detailed definitions of technical terms, service metrics, and other key terms used throughout the agreement
4. Service Description: Comprehensive description of the cloud services being provided, including specific features and functionalities
5. Service Level Commitments: Specific, measurable commitments regarding service availability, performance, and quality metrics
6. Service Monitoring and Reporting: Methods and frequency of service level measurement and reporting procedures
7. Support and Maintenance: Details of technical support services, maintenance windows, and response times
8. Data Protection and Security: Security measures, data handling procedures, and compliance with privacy laws
9. Disaster Recovery and Business Continuity: Procedures for handling service disruptions and ensuring business continuity
10. Fees and Payment Terms: Pricing structure, payment schedules, and billing procedures
11. Service Credits and Penalties: Compensation mechanism for service level failures and calculation methods
12. Term and Termination: Duration of the agreement, renewal terms, and termination conditions
13. General Provisions: Standard legal clauses including governing law, dispute resolution, and force majeure
1. Multi-Cloud Services: Required when services involve multiple cloud providers or platforms
2. Professional Services: Include when additional consulting or implementation services are part of the agreement
3. Data Migration: Necessary when the agreement covers data migration services
4. Industry-Specific Compliance: Required for regulated industries with specific compliance requirements
5. Custom Development: Include when the service includes customization or development work
6. Training and Support: Add when comprehensive training and support packages are included
7. Third-Party Integration: Required when the service integrates with third-party applications
1. Schedule A - Service Level Metrics: Detailed technical specifications of service level measurements and targets
2. Schedule B - Support Services: Detailed description of support tiers, response times, and escalation procedures
3. Schedule C - Security Requirements: Comprehensive security protocols, certifications, and compliance requirements
4. Schedule D - Pricing and Service Credits: Detailed pricing structure and service credit calculations
5. Schedule E - Technical Specifications: Detailed technical specifications of the cloud infrastructure and services
6. Appendix 1 - Incident Response Plan: Detailed procedures for handling and responding to service incidents
7. Appendix 2 - Data Processing Agreement: Specific terms for personal data processing in compliance with privacy laws
Relevant legal definitions
Agreement
Authorized Users
Business Day
Cloud Services
Confidential Information
Credit Period
Data Center
Data Protection Laws
Disaster Recovery Plan
Documentation
Downtime
Emergency Maintenance
Force Majeure Event
Incident
Intellectual Property Rights
Maintenance Window
Malicious Code
Monthly Service Fee
Performance Report
Personal Data
Platform
Response Time
Scheduled Maintenance
Security Breach
Service Credits
Service Hours
Service Level Failure
Service Levels
Service Period
Support Services
System
Third Party Provider
Uptime
User Authentication
Working Hours
Authorized Users
Business Day
Cloud Services
Confidential Information
Credit Period
Data Center
Data Protection Laws
Disaster Recovery Plan
Documentation
Downtime
Emergency Maintenance
Force Majeure Event
Incident
Intellectual Property Rights
Maintenance Window
Malicious Code
Monthly Service Fee
Performance Report
Personal Data
Platform
Response Time
Scheduled Maintenance
Security Breach
Service Credits
Service Hours
Service Level Failure
Service Levels
Service Period
Support Services
System
Third Party Provider
Uptime
User Authentication
Working Hours
Clauses
Service Availability
Performance Metrics
Data Protection
Data Security
Confidentiality
Service Credits
Support Services
Disaster Recovery
Business Continuity
Force Majeure
Liability Limitation
Intellectual Property
Payment Terms
Service Monitoring
Reporting
Audit Rights
Maintenance
Term and Termination
Data Migration
Compliance
Dispute Resolution
Indemnification
Insurance
Subcontracting
Assignment
Notice
Governing Law
Amendment
Severability
Entire Agreement
Performance Metrics
Data Protection
Data Security
Confidentiality
Service Credits
Support Services
Disaster Recovery
Business Continuity
Force Majeure
Liability Limitation
Intellectual Property
Payment Terms
Service Monitoring
Reporting
Audit Rights
Maintenance
Term and Termination
Data Migration
Compliance
Dispute Resolution
Indemnification
Insurance
Subcontracting
Assignment
Notice
Governing Law
Amendment
Severability
Entire Agreement
Relevant Industries
Information Technology
Financial Services
Healthcare
E-commerce
Manufacturing
Education
Government Services
Telecommunications
Professional Services
Retail
Insurance
Banking
Relevant Teams
Legal
Information Technology
Information Security
Procurement
Compliance
Risk Management
Operations
Infrastructure
Service Delivery
Contract Management
Technical Operations
Cloud Operations
Data Protection
Relevant Roles
Chief Information Officer
Chief Technology Officer
IT Director
Cloud Services Manager
Information Security Manager
Legal Counsel
Compliance Officer
Procurement Manager
Technical Operations Manager
Service Delivery Manager
Contract Manager
Risk Manager
Digital Transformation Director
Infrastructure Manager
Data Protection Officer
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