This Maintenance SLA template is designed for use in Malaysia when establishing a formal agreement for the provision of maintenance services. It is particularly relevant when organizations need to define clear service levels, response times, and performance metrics for maintenance work. The document incorporates requirements under Malaysian law, including the Contracts Act 1950 and relevant industry regulations, making it suitable for both business-to-business and business-to-consumer arrangements. The agreement covers essential aspects such as scope of services, service level specifications, pricing, liability provisions, and termination rights, while allowing for customization based on specific maintenance requirements and industry standards.
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1. Parties: Identification and details of the service provider and customer
2. Background: Context of the agreement and brief description of the maintenance services to be provided
3. Definitions: Definitions of key terms used throughout the agreement
4. Scope of Services: Detailed description of maintenance services covered under the agreement
5. Service Levels: Specific performance metrics, response times, and service standards
6. Duration and Renewal: Term of the agreement and renewal provisions
7. Fees and Payment: Pricing, payment terms, and invoicing procedures
8. Service Provider Obligations: Key responsibilities and commitments of the maintenance provider
9. Customer Obligations: Customer's responsibilities and requirements for facilitating the services
10. Reporting and Performance Monitoring: Requirements for service level reporting and performance tracking
11. Confidentiality: Protection of confidential information and trade secrets
12. Liability and Indemnification: Limitation of liability and indemnification provisions
13. Termination: Conditions and procedures for contract termination
14. General Provisions: Standard legal provisions including governing law, notices, and assignment
1. Emergency Services: Additional provisions for emergency maintenance services outside normal scope
2. Disaster Recovery: Procedures and obligations in case of disaster scenarios
3. Security Requirements: Specific security protocols and requirements, particularly relevant for IT maintenance
4. Intellectual Property: IP rights and protections, particularly relevant when maintenance involves software or proprietary systems
5. Insurance: Specific insurance requirements beyond standard coverage
6. Personnel Requirements: Specific qualifications or clearances required for maintenance staff
7. Change Management: Procedures for handling changes to service scope or requirements
8. Subcontracting: Terms governing the use of subcontractors for maintenance services
1. Schedule 1 - Service Level Specifications: Detailed technical specifications of service levels and performance metrics
2. Schedule 2 - Fee Schedule: Detailed breakdown of fees, charges, and payment terms
3. Schedule 3 - Maintenance Procedures: Detailed procedures for routine and preventive maintenance
4. Schedule 4 - Response Time Matrix: Detailed breakdown of response times for different types of maintenance issues
5. Schedule 5 - Contact Details: List of key contacts and escalation procedures
6. Schedule 6 - Equipment/Assets List: Inventory of equipment or assets covered under the maintenance agreement
7. Appendix A - Service Report Templates: Standard templates for maintenance reports and documentation
8. Appendix B - Incident Classification: Classification system for maintenance issues and priorities
Relevant legal definitions
Agreement
Business Day
Commencement Date
Confidential Information
Critical Failure
Customer
Customer Equipment
Defect
Emergency Maintenance
Equipment Location
Fees
Force Majeure Event
Maintenance Hours
Maintenance Log
Maintenance Period
Maintenance Schedule
Maintenance Services
Major Maintenance
Minor Maintenance
Normal Business Hours
Notice
Planned Maintenance
Preventive Maintenance
Response Time
Resolution Time
Service Credits
Service Level
Service Level Failure
Service Provider
Service Provider Personnel
Service Report
Site
SLA Metrics
Spare Parts
Support Hours
Support Request
System
Term
Territory
Unplanned Maintenance
Warranty Period
Work Order
Business Day
Commencement Date
Confidential Information
Critical Failure
Customer
Customer Equipment
Defect
Emergency Maintenance
Equipment Location
Fees
Force Majeure Event
Maintenance Hours
Maintenance Log
Maintenance Period
Maintenance Schedule
Maintenance Services
Major Maintenance
Minor Maintenance
Normal Business Hours
Notice
Planned Maintenance
Preventive Maintenance
Response Time
Resolution Time
Service Credits
Service Level
Service Level Failure
Service Provider
Service Provider Personnel
Service Report
Site
SLA Metrics
Spare Parts
Support Hours
Support Request
System
Term
Territory
Unplanned Maintenance
Warranty Period
Work Order
Clauses
Definitions
Scope of Services
Service Levels
Performance Standards
Response Times
Maintenance Schedule
Preventive Maintenance
Emergency Services
Equipment Access
Health and Safety
Quality Assurance
Reporting Requirements
Personnel Requirements
Fees and Payment
Service Credits
Warranties
Customer Obligations
Provider Obligations
Intellectual Property
Confidentiality
Data Protection
Force Majeure
Liability
Indemnification
Insurance
Term and Termination
Dispute Resolution
Governing Law
Assignment
Subcontracting
Notices
Amendments
Entire Agreement
Severability
Scope of Services
Service Levels
Performance Standards
Response Times
Maintenance Schedule
Preventive Maintenance
Emergency Services
Equipment Access
Health and Safety
Quality Assurance
Reporting Requirements
Personnel Requirements
Fees and Payment
Service Credits
Warranties
Customer Obligations
Provider Obligations
Intellectual Property
Confidentiality
Data Protection
Force Majeure
Liability
Indemnification
Insurance
Term and Termination
Dispute Resolution
Governing Law
Assignment
Subcontracting
Notices
Amendments
Entire Agreement
Severability
Relevant Industries
Information Technology
Manufacturing
Real Estate
Healthcare
Telecommunications
Industrial
Commercial Property
Facilities Management
Infrastructure
Energy
Transportation
Data Centers
Relevant Teams
Operations
Facilities Management
Procurement
Legal
Technical Services
Maintenance
Quality Assurance
Contract Management
Service Delivery
Risk Management
Compliance
Finance
Relevant Roles
Facilities Manager
Operations Director
Maintenance Manager
Technical Services Manager
Chief Operating Officer
Procurement Manager
Contract Manager
Service Delivery Manager
Property Manager
Asset Manager
IT Infrastructure Manager
Head of Operations
Maintenance Supervisor
Quality Assurance Manager
Legal Counsel
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