This Email SLA template is designed for use in Malaysia when establishing formal service level commitments for email services between providers and client organizations. The document incorporates requirements from Malaysian legislation, including the Electronic Commerce Act 2006, Personal Data Protection Act 2010, and Communications and Multimedia Act 1998. It is particularly relevant when organizations need to establish clear, measurable service standards for email availability, performance, security, and support. The agreement includes comprehensive service level metrics, security protocols, data protection measures, and remedy mechanisms, making it suitable for both small-scale implementations and enterprise-level email service arrangements. This template ensures compliance with Malaysian regulatory requirements while providing flexibility to accommodate specific business needs and technical requirements.
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1. Parties: Identification of the service provider and the client organization
2. Background: Context of the agreement and brief description of the email services to be provided
3. Definitions: Detailed definitions of technical terms, service metrics, and other key terms used in the agreement
4. Service Description: Comprehensive description of the email services covered by the agreement
5. Service Levels: Specific performance metrics, availability targets, and measurement methods
6. Support Services: Details of technical support, including response times and escalation procedures
7. Security Requirements: Security measures, protocols, and compliance requirements for email services
8. Data Protection: Obligations regarding data privacy, protection, and compliance with relevant regulations
9. Performance Monitoring: Methods and tools for monitoring service performance and generating reports
10. Service Credits: Compensation mechanism for service level failures and calculation methods
11. Term and Termination: Duration of the agreement and conditions for termination
12. Force Majeure: Circumstances under which service levels may be suspended due to events beyond reasonable control
13. Governing Law: Specification of Malaysian law as the governing law and jurisdiction
1. Disaster Recovery: Specific procedures for service restoration in case of major outages or disasters
2. Data Migration: Procedures for migrating email data from previous systems or to new systems
3. Custom Integration: Requirements for integration with client's existing systems or applications
4. Additional Services: Description of optional add-on services like archiving or advanced security features
5. Training: Provisions for user training and documentation if required
6. Multi-language Support: Details of support services in multiple languages if required
7. Compliance Requirements: Specific industry or regulatory compliance requirements beyond standard obligations
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 service credit calculations
3. Schedule 3 - Technical Requirements: Specific technical requirements, supported platforms, and configurations
4. Schedule 4 - Support Procedures: Detailed support procedures, contact information, and escalation matrix
5. Schedule 5 - Security Protocols: Detailed security measures, encryption standards, and security monitoring procedures
6. Appendix A - Incident Response Plan: Step-by-step procedures for handling various types of service incidents
7. Appendix B - Report Templates: Templates for various service reports and performance measurements
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