In today's digital business environment, organizations increasingly rely on cloud storage solutions for their data management needs. This Cloud Storage SLA is essential for establishing clear performance standards, security requirements, and service commitments between cloud service providers and their customers in Malaysia. The document addresses critical aspects such as data protection, service availability, disaster recovery, and compliance with Malaysian regulations including the Personal Data Protection Act 2010 and Cybersecurity Act 2018. It serves as a foundational agreement for organizations seeking to implement cloud storage solutions while maintaining regulatory compliance and ensuring service quality.
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1. Parties: Identification of the cloud service provider and customer, including registration details and addresses
2. Background: Context of the agreement and brief description of the cloud storage services being provided
3. Definitions: Definitions of technical terms, service metrics, and other key terms used in the agreement
4. Service Description: Detailed description of the cloud storage services, including basic features and functionalities
5. Service Level Commitments: Specific performance metrics, availability guarantees, and response times
6. Data Protection and Security: Obligations regarding data security, privacy, and compliance with Malaysian data protection laws
7. Customer Obligations: Customer responsibilities, acceptable use policies, and compliance requirements
8. Fees and Payment: Pricing structure, payment terms, and billing procedures
9. Term and Termination: Duration of agreement, renewal terms, and termination conditions
10. Liability and Indemnification: Limitations of liability, indemnification obligations, and force majeure provisions
11. Governing Law and Jurisdiction: Malaysian law as governing law and jurisdiction for dispute resolution
1. Disaster Recovery: Detailed disaster recovery procedures and commitments, recommended for enterprise clients
2. Service Credits: Compensation mechanism for service level failures, typically included for premium service tiers
3. Data Migration: Procedures for data migration in and out of the service, important for large-scale implementations
4. Audit Rights: Customer rights to audit service provider's compliance and security measures, relevant for regulated industries
5. Multi-jurisdiction Compliance: Additional compliance requirements for customers operating across multiple jurisdictions
6. Custom Service Levels: Tailored service level agreements for specific customer requirements
1. Schedule 1 - Service Level Specifications: Detailed technical specifications of service levels, metrics, and measurement methodologies
2. Schedule 2 - Security Standards and Procedures: Comprehensive security protocols, encryption standards, and security certifications
3. Schedule 3 - Pricing and Service Tiers: Detailed pricing structure, service tiers, and additional service fees
4. Schedule 4 - Technical Support Services: Support level definitions, response times, and escalation procedures
5. Schedule 5 - Data Processing Agreement: Specific terms for personal data processing in compliance with Malaysian PDPA
6. Appendix A - Service Credit Calculation: Detailed methodology for calculating service credits for SLA violations
7. Appendix B - Acceptable Use Policy: Detailed guidelines for acceptable use of the cloud storage service
Relevant legal definitions
Availability
Backup
Business Day
Cloud Storage
Confidential Information
Customer Data
Data Center
Data Protection Laws
Disaster Recovery
Downtime
Encryption
Force Majeure
Incident
Infrastructure
Intellectual Property Rights
Maintenance Window
Personal Data
Response Time
Service Credits
Service Level
Service Provider
Storage Capacity
System Administrator
Technical Support
Uptime
User Account
Usage Metrics
Virtual Machine
Vulnerability
Working Hours
Backup
Business Day
Cloud Storage
Confidential Information
Customer Data
Data Center
Data Protection Laws
Disaster Recovery
Downtime
Encryption
Force Majeure
Incident
Infrastructure
Intellectual Property Rights
Maintenance Window
Personal Data
Response Time
Service Credits
Service Level
Service Provider
Storage Capacity
System Administrator
Technical Support
Uptime
User Account
Usage Metrics
Virtual Machine
Vulnerability
Working Hours
Clauses
Service Level Commitments
Performance Metrics
Data Protection
Data Security
Confidentiality
Service Availability
Disaster Recovery
Technical Support
Maintenance
Backup and Recovery
Access Rights
Payment Terms
Service Credits
Liability
Indemnification
Force Majeure
Termination
Dispute Resolution
Compliance
Audit Rights
Insurance
Intellectual Property
Warranties
Amendment
Assignment
Notice
Severability
Performance Metrics
Data Protection
Data Security
Confidentiality
Service Availability
Disaster Recovery
Technical Support
Maintenance
Backup and Recovery
Access Rights
Payment Terms
Service Credits
Liability
Indemnification
Force Majeure
Termination
Dispute Resolution
Compliance
Audit Rights
Insurance
Intellectual Property
Warranties
Amendment
Assignment
Notice
Severability
Relevant Industries
Information Technology
Healthcare
Financial Services
Education
Manufacturing
Retail
Professional Services
Government
Telecommunications
E-commerce
Relevant Teams
Legal
Information Technology
Information Security
Compliance
Procurement
Risk Management
Infrastructure Operations
Data Management
Enterprise Architecture
Vendor Management
Relevant Roles
Chief Information Officer
IT Director
Cloud Infrastructure Manager
Legal Counsel
Compliance Officer
Information Security Manager
Procurement Manager
Enterprise Architect
Data Protection Officer
IT Operations Manager
Risk Manager
Technical Operations Director
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