Minimum Service Level Agreement Template for Malaysia

1. Data Protection and Privacy: Required when services involve processing personal data or confidential information

2. Business Continuity: Needed for critical services requiring disaster recovery and business continuity planning

3. Security Requirements: Important for services involving IT systems or sensitive data

4. Subcontractor Management: Required when service provider may use subcontractors

5. Innovation and Continuous Improvement: Useful for long-term agreements where service evolution is expected

6. Knowledge Transfer: Important for services requiring significant handover or training

7. Regulatory Compliance: Required for regulated industries or services

8. Exit Management: Important for complex services requiring detailed transition planning

1. Schedule 1 - Service Descriptions: Detailed technical specifications of each service

2. Schedule 2 - Service Level Metrics: Detailed measurement methodology and specific targets for each service level

3. Schedule 3 - Pricing and Service Credits: Detailed pricing structure and service credit calculations

4. Schedule 4 - Reporting Templates: Standard formats for performance reports and monitoring

5. Schedule 5 - Escalation Procedures: Contact details and procedures for issue escalation

6. Schedule 6 - Technical Requirements: Specific technical or operational requirements for service delivery

7. Appendix A - Key Personnel: List of key contacts and responsible personnel from both parties

8. Appendix B - Service Location: Details of locations where services will be provided or accessed