This document template is specifically designed for creating High Availability SLAs in the Malaysian market, where ensuring continuous service availability is crucial for business operations. It should be used when establishing service level commitments for critical systems and services that require near-continuous availability and robust performance guarantees. The agreement incorporates Malaysian legal requirements, including provisions from the Contracts Act 1950, Communications and Multimedia Act 1998, and relevant data protection regulations. The High Availability SLA includes detailed specifications for service levels, performance metrics, monitoring mechanisms, escalation procedures, and compensation frameworks, making it suitable for mission-critical services where downtime must be minimized and strictly managed.
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1. Parties: Identification of service provider and customer, including registration details and addresses
2. Background: Context of the agreement and brief description of the services being provided
3. Definitions: Detailed definitions of technical terms, service levels, and other key concepts used in the agreement
4. Service Scope: Detailed description of services covered under the SLA
5. Service Levels: Specific performance metrics, availability targets, and measurement methodologies
6. Service Credits and Penalties: Compensation mechanism for service level failures and calculation methods
7. Monitoring and Reporting: Procedures for monitoring service levels and reporting requirements
8. Response and Resolution Times: Timeframes for responding to and resolving various categories of issues
9. Maintenance and Support: Planned maintenance procedures and support services details
10. Force Majeure: Circumstances under which service levels may be excused
11. Term and Termination: Duration of agreement and termination conditions
12. Confidentiality: Protection of confidential information and data security requirements
13. Dispute Resolution: Procedures for resolving disputes under Malaysian law
14. General Provisions: Standard legal provisions including governing law, notices, and amendments
1. Data Protection: Detailed data handling requirements - include when personal data is processed
2. Disaster Recovery: Specific disaster recovery procedures - include for critical systems
3. Security Requirements: Detailed security protocols - include for sensitive operations
4. Change Management: Procedures for service changes - include for complex technical services
5. Customer Obligations: Customer responsibilities - include when customer input significantly affects service levels
6. Compliance Requirements: Industry-specific compliance obligations - include for regulated industries
7. Multi-vendor Management: Coordination with other service providers - include when multiple vendors are involved
1. Schedule 1 - Service Level Specifications: Detailed technical specifications of service levels and measurement methods
2. Schedule 2 - Service Credit Calculations: Detailed formulas and examples for calculating service credits
3. Schedule 3 - Technical Infrastructure: Description of technical infrastructure and architecture
4. Schedule 4 - Operational Procedures: Detailed procedures for routine operations and maintenance
5. Schedule 5 - Escalation Matrix: Contact details and escalation procedures for various scenarios
6. Schedule 6 - Report Templates: Templates for various required service reports
7. Appendix A - Service Level Measurement Tools: Description of tools and methods used for measuring service levels
8. Appendix B - Historical Performance Baseline: Baseline performance metrics for reference
Relevant legal definitions
Availability
Service Hours
Scheduled Maintenance
Emergency Maintenance
Downtime
Response Time
Resolution Time
Service Credits
Service Level
Performance Metrics
Measurement Period
Monitoring System
Critical Incident
Major Incident
Minor Incident
Business Day
Business Hours
Escalation Path
Root Cause Analysis
Service Recovery
System Component
Infrastructure
Backup System
Failover
Redundancy
Service Window
Support Level
Technical Support
Uptime
Mean Time Between Failures
Mean Time To Repair
Service Level Objective
Service Level Target
Baseline Performance
Peak Period
Change Request
Service Degradation
Performance Report
Incident Log
Recovery Point Objective
Recovery Time Objective
Service Hours
Scheduled Maintenance
Emergency Maintenance
Downtime
Response Time
Resolution Time
Service Credits
Service Level
Performance Metrics
Measurement Period
Monitoring System
Critical Incident
Major Incident
Minor Incident
Business Day
Business Hours
Escalation Path
Root Cause Analysis
Service Recovery
System Component
Infrastructure
Backup System
Failover
Redundancy
Service Window
Support Level
Technical Support
Uptime
Mean Time Between Failures
Mean Time To Repair
Service Level Objective
Service Level Target
Baseline Performance
Peak Period
Change Request
Service Degradation
Performance Report
Incident Log
Recovery Point Objective
Recovery Time Objective
Clauses
Service Level Requirements
Performance Metrics
Monitoring and Reporting
Service Credits
Force Majeure
Termination
Liability
Indemnification
Confidentiality
Data Protection
Intellectual Property
Dispute Resolution
Maintenance Windows
Emergency Response
Disaster Recovery
Business Continuity
Security Requirements
Audit Rights
Change Management
Escalation Procedures
Service Support
Compliance
Insurance
Warranties
Assignment
Governing Law
Notice Requirements
Amendment Process
Entire Agreement
Severability
Performance Metrics
Monitoring and Reporting
Service Credits
Force Majeure
Termination
Liability
Indemnification
Confidentiality
Data Protection
Intellectual Property
Dispute Resolution
Maintenance Windows
Emergency Response
Disaster Recovery
Business Continuity
Security Requirements
Audit Rights
Change Management
Escalation Procedures
Service Support
Compliance
Insurance
Warranties
Assignment
Governing Law
Notice Requirements
Amendment Process
Entire Agreement
Severability
Relevant Industries
Information Technology
Banking and Financial Services
Healthcare
E-commerce
Telecommunications
Manufacturing
Government Services
Insurance
Media and Entertainment
Critical Infrastructure
Relevant Teams
Legal
Information Technology
Operations
Service Delivery
Infrastructure
Compliance
Risk Management
Procurement
Quality Assurance
Technical Support
Network Operations Center
Service Operations Center
Relevant Roles
Chief Technology Officer
IT Director
Service Delivery Manager
Operations Manager
Technical Account Manager
Legal Counsel
Compliance Officer
Infrastructure Manager
Network Engineer
System Administrator
Contract Manager
Risk Manager
Procurement Manager
Service Level Manager
Quality Assurance Manager
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