Data SLAs are essential documents in today's digital business environment, particularly in Malaysia where data protection and service quality are heavily regulated. This document is typically used when organizations engage external providers for data-related services, requiring specific performance levels and compliance with Malaysian regulations. The agreement sets clear expectations for service delivery, data handling, and performance metrics, while ensuring compliance with the Personal Data Protection Act 2010 and other relevant Malaysian legislation. It's particularly crucial for businesses handling sensitive data or requiring guaranteed service levels for their data operations. The Data SLA includes comprehensive details about service metrics, reporting requirements, compliance obligations, and remedies for service failures, making it a critical tool for managing data service relationships and ensuring regulatory compliance.
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1. Parties: Identification of the service provider and customer, including registration details and addresses
2. Background: Context of the agreement, relationship between parties, and purpose of the SLA
3. Definitions: Detailed definitions of technical terms, service metrics, and key concepts used throughout the agreement
4. Service Description: Detailed description of the data services being provided
5. Service Level Requirements: Specific, measurable service levels including availability, performance metrics, and response times
6. Data Protection and Security: Obligations regarding data protection, security measures, and compliance with PDPA 2010
7. Monitoring and Reporting: Methods and frequency of service level monitoring and reporting
8. Performance Credits and Penalties: Consequences of failing to meet service levels, including calculation of credits or penalties
9. Business Continuity and Disaster Recovery: Requirements for backup, disaster recovery, and business continuity
10. Term and Termination: Duration of agreement, renewal terms, and termination provisions
11. Dispute Resolution: Process for handling disputes and escalation procedures
12. General Provisions: Standard contractual provisions including governing law, notices, and amendments
1. Data Migration: Terms for transferring data to or from other service providers, used when data migration services are part of the agreement
2. Third-Party Service Providers: Provisions regarding subcontractors or third-party service providers, included when external providers are involved
3. Compliance with Industry Standards: Specific industry compliance requirements, included for regulated industries
4. Training and Support: Details of training and support services, included when these are part of the service offering
5. Intellectual Property Rights: Specific IP provisions, included when the services involve creation or use of intellectual property
6. Data Analytics Services: Terms for additional data analysis services, included when analytics are part of the service offering
1. Schedule 1 - Service Level Metrics: Detailed technical specifications of service level measurements and targets
2. Schedule 2 - Pricing and Payment Terms: Detailed pricing structure, payment terms, and calculation of service credits
3. Schedule 3 - Technical Requirements: Technical specifications, system requirements, and integration details
4. Schedule 4 - Security Standards: Detailed security protocols, standards, and compliance requirements
5. Schedule 5 - Operational Procedures: Day-to-day operational procedures, escalation paths, and contact details
6. Schedule 6 - Data Processing Agreement: Detailed terms for processing personal data in compliance with PDPA 2010
7. Schedule 7 - Business Continuity Plan: Detailed procedures for backup, disaster recovery, and business continuity
8. Appendix A - Service Level Report Template: Template for regular service level reporting
9. Appendix B - Incident Response Plan: Procedures and protocols for handling service incidents and data breaches
Relevant legal definitions
Agreement
Authorized Personnel
Business Day
Confidential Information
Customer Data
Data Breach
Data Center
Data Processing
Data Protection Laws
Data Subject
Disaster Recovery Plan
Downtime
Force Majeure
Incident
Information Security
Intellectual Property Rights
Maintenance Window
Performance Credits
Personal Data
Response Time
Service Credits
Service Hours
Service Level Metrics
Service Level Requirements
Service Provider
Service Availability
System
Technical Standards
Third Party Provider
Uptime
Usage Data
User Authentication
Working Hours
Business Continuity Plan
Compliance Requirements
Data Backup
Data Storage
Emergency Maintenance
Key Performance Indicators
Monitoring Tools
Network Infrastructure
Reporting Period
Resolution Time
Security Incident
Service Levels
Support Services
Authorized Personnel
Business Day
Confidential Information
Customer Data
Data Breach
Data Center
Data Processing
Data Protection Laws
Data Subject
Disaster Recovery Plan
Downtime
Force Majeure
Incident
Information Security
Intellectual Property Rights
Maintenance Window
Performance Credits
Personal Data
Response Time
Service Credits
Service Hours
Service Level Metrics
Service Level Requirements
Service Provider
Service Availability
System
Technical Standards
Third Party Provider
Uptime
Usage Data
User Authentication
Working Hours
Business Continuity Plan
Compliance Requirements
Data Backup
Data Storage
Emergency Maintenance
Key Performance Indicators
Monitoring Tools
Network Infrastructure
Reporting Period
Resolution Time
Security Incident
Service Levels
Support Services
Clauses
Service Levels
Data Protection
Confidentiality
Performance Monitoring
Service Credits
Security Requirements
Disaster Recovery
Business Continuity
Liability
Force Majeure
Termination
Dispute Resolution
Data Processing
Access Rights
Reporting
Audit Rights
Compliance
Service Support
Change Management
Subcontracting
Insurance
Intellectual Property
Notice
Assignment
Governing Law
Indemnification
Amendment
Severability
Entire Agreement
Data Backup
System Maintenance
Emergency Response
Service Availability
Performance Credits
Data Migration
Technical Support
Data Protection
Confidentiality
Performance Monitoring
Service Credits
Security Requirements
Disaster Recovery
Business Continuity
Liability
Force Majeure
Termination
Dispute Resolution
Data Processing
Access Rights
Reporting
Audit Rights
Compliance
Service Support
Change Management
Subcontracting
Insurance
Intellectual Property
Notice
Assignment
Governing Law
Indemnification
Amendment
Severability
Entire Agreement
Data Backup
System Maintenance
Emergency Response
Service Availability
Performance Credits
Data Migration
Technical Support
Relevant Industries
Technology
Financial Services
Healthcare
E-commerce
Telecommunications
Manufacturing
Education
Government Services
Retail
Insurance
Banking
Professional Services
Relevant Teams
Information Technology
Legal
Compliance
Information Security
Risk Management
Operations
Data Protection
Service Delivery
Technical Operations
Vendor Management
Contract Administration
Relevant Roles
Chief Information Officer
IT Director
Data Protection Officer
Compliance Manager
Service Delivery Manager
IT Operations Manager
Chief Technology Officer
Legal Counsel
Privacy Officer
Information Security Manager
Contract Manager
Risk Manager
Technical Operations Director
Cloud Services Manager
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