The Customer Based Service Level Agreement is essential for businesses operating in Malaysia that provide ongoing services to their customers. This document type is particularly crucial when service quality and performance metrics need to be clearly defined and measured. It establishes the framework for service delivery, performance standards, and remedies while ensuring compliance with Malaysian legislation, including the Contracts Act 1950 and Consumer Protection Act 1999. The agreement typically includes detailed service descriptions, performance metrics, monitoring procedures, reporting requirements, and remedy mechanisms for service failures. It's commonly used in technology, professional services, and managed services sectors where service quality and reliability are paramount to business operations.
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1. Parties: Identification of service provider and customer with full legal names and 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: Comprehensive description of services covered under the agreement
5. Service Level Commitments: Specific, measurable service levels and performance standards
6. Performance Monitoring: Methods and frequency of measuring and reporting service performance
7. Service Credits and Penalties: Compensation mechanism for service level failures
8. Customer Obligations: Customer responsibilities and requirements for service delivery
9. Communication and Reporting: Protocols for regular communication, reporting, and escalation procedures
10. Term and Termination: Duration of agreement, renewal terms, and termination conditions
11. Dispute Resolution: Process for handling disagreements and escalation procedures
12. Confidentiality: Protection of confidential information and data security requirements
13. Force Majeure: Circumstances under which service levels may be suspended
14. Governing Law: Specification of Malaysian law as governing law and jurisdiction
1. Data Protection and Privacy: Detailed section required when service involves processing personal data under PDPA 2010
2. Disaster Recovery: Include when service requires specific disaster recovery commitments
3. Security Requirements: Detailed security obligations when handling sensitive data or systems
4. Change Management: Process for managing service changes when frequent modifications are expected
5. Intellectual Property Rights: Include when service involves creation or use of intellectual property
6. Third-Party Service Providers: Required when subcontractors or third-party services are involved
7. Insurance Requirements: Include for high-risk or high-value services
8. Exit Management: Detailed transition procedures for complex services requiring handover
1. Schedule 1: Service Specifications: Detailed technical specifications of services
2. Schedule 2: Service Level Metrics: Detailed performance metrics, measurement methods, and thresholds
3. Schedule 3: Pricing and Service Credits: Detailed pricing structure and service credit calculations
4. Schedule 4: Escalation Matrix: Contact details and escalation procedures for various scenarios
5. Schedule 5: Report Templates: Standard formats for performance reports and communications
6. Schedule 6: Technical Requirements: Customer technical requirements and specifications
7. Appendix A: Service Request Procedures: Procedures for requesting changes or additional services
8. Appendix B: Incident Management Procedures: Detailed procedures for handling service incidents
Relevant legal definitions
Agreement
Service Hours
Business Day
Confidential Information
Customer
Service Provider
Services
Service Levels
Service Credits
Response Time
Resolution Time
Maintenance Window
Emergency Maintenance
Service Availability
Performance Metrics
Measurement Period
Downtime
Major Incident
Minor Incident
Critical Service
Support Request
Service Report
Authorized Representative
Service Location
Force Majeure
Intellectual Property Rights
Personal Data
Service Commencement Date
Term
Renewal Period
Service Level Failure
Escalation Procedure
Root Cause Analysis
Service Quality
Performance Standard
Remedial Action
Service Infrastructure
Monitoring System
Review Meeting
Service Modifications
Key Performance Indicators
Breach
Dispute
Default Notice
Exit Plan
Service Hours
Business Day
Confidential Information
Customer
Service Provider
Services
Service Levels
Service Credits
Response Time
Resolution Time
Maintenance Window
Emergency Maintenance
Service Availability
Performance Metrics
Measurement Period
Downtime
Major Incident
Minor Incident
Critical Service
Support Request
Service Report
Authorized Representative
Service Location
Force Majeure
Intellectual Property Rights
Personal Data
Service Commencement Date
Term
Renewal Period
Service Level Failure
Escalation Procedure
Root Cause Analysis
Service Quality
Performance Standard
Remedial Action
Service Infrastructure
Monitoring System
Review Meeting
Service Modifications
Key Performance Indicators
Breach
Dispute
Default Notice
Exit Plan
Clauses
Definitions
Service Scope
Service Levels
Performance Monitoring
Service Credits
Customer Obligations
Provider Obligations
Reporting
Communication
Term
Termination
Payment
Confidentiality
Data Protection
Intellectual Property
Force Majeure
Liability
Indemnification
Insurance
Dispute Resolution
Governing Law
Assignment
Notices
Entire Agreement
Amendment
Severability
Service Review
Escalation
Subcontracting
Audit Rights
Business Continuity
Exit Management
Warranties
Compliance
Security
Service Scope
Service Levels
Performance Monitoring
Service Credits
Customer Obligations
Provider Obligations
Reporting
Communication
Term
Termination
Payment
Confidentiality
Data Protection
Intellectual Property
Force Majeure
Liability
Indemnification
Insurance
Dispute Resolution
Governing Law
Assignment
Notices
Entire Agreement
Amendment
Severability
Service Review
Escalation
Subcontracting
Audit Rights
Business Continuity
Exit Management
Warranties
Compliance
Security
Relevant Industries
Information Technology
Telecommunications
Cloud Services
Managed Services
Professional Services
Business Process Outsourcing
Financial Services
Healthcare Services
Facilities Management
Logistics and Supply Chain
Data Center Services
Software as a Service
Security Services
Customer Support Services
Relevant Teams
Legal
Operations
Service Delivery
Customer Success
Account Management
Technical Support
Quality Assurance
Compliance
Risk Management
Contract Administration
Service Operations
Customer Relations
Project Management
Information Technology
Relevant Roles
Chief Technology Officer
Service Delivery Manager
Contract Manager
Legal Counsel
Operations Director
Account Manager
Customer Success Manager
Quality Assurance Manager
Compliance Officer
Technical Account Manager
Project Manager
Service Operations Manager
Risk Manager
Procurement Manager
IT Manager
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