The Service Level Agreement Uptime document is essential for businesses operating in Malaysia that rely on consistent system availability and performance. This agreement type is particularly crucial in the current digital business environment where system uptime directly impacts business operations and customer satisfaction. The document is structured to comply with Malaysian legislation, including the Electronic Commerce Act 2006 and the Contracts Act 1950, while providing clear metrics for service availability, response times, and compensation mechanisms. It is commonly used when establishing formal commitments for system availability between service providers and their clients, ensuring clear accountability and performance standards.
Your data doesn't train Genie's AI
You keep IP ownership of your information
Thank you! Your submission has been received!
Oops! Something went wrong while submitting the form.
OR
Let Genie AI's market-leading legal AI identify missing terms, unusual language, compliance issues and more - in just seconds.
Upload your Doc
1. Parties: Identification of the service provider and service recipient, including full legal names and registered addresses
2. Background: Context of the agreement, brief description of the services, and purpose of the SLA
3. Definitions: Detailed definitions of technical terms, including 'Uptime', 'Downtime', 'Scheduled Maintenance', 'Service Hours', and other relevant terminology
4. Service Description: Detailed description of the services covered by the SLA
5. Service Availability Commitments: Specific uptime commitments, including percentage guarantees and calculation methods
6. Performance Measurement: Methods and tools used to measure and monitor service availability
7. Service Credits and Penalties: Compensation structure for failure to meet SLA commitments
8. Incident Response and Resolution: Response times, escalation procedures, and resolution commitments
9. Maintenance and Support: Scheduled maintenance windows, support hours, and contact procedures
10. Reporting and Review: Regular reporting requirements and review procedures
11. Term and Termination: Duration of the agreement and termination provisions
12. General Provisions: Standard legal clauses including governing law, notices, and amendments
1. Disaster Recovery: Detailed disaster recovery procedures and commitments, recommended for critical services
2. Security Requirements: Specific security standards and compliance requirements, important for services handling sensitive data
3. Change Management: Procedures for implementing changes to services or SLA terms, useful for complex services
4. Service Migration: Procedures for service transition at start and end of contract, relevant for complex technical services
5. Customer Obligations: Specific requirements from the customer to enable service delivery, important for interdependent services
6. Compliance and Audit: Specific compliance requirements and audit rights, necessary for regulated industries
1. Schedule 1 - Service Specifications: Detailed technical specifications of the services
2. Schedule 2 - Service Level Metrics: Detailed metrics, calculation methods, and measurement periods
3. Schedule 3 - Service Credit Calculations: Detailed formulas and examples for calculating service credits
4. Schedule 4 - Escalation Matrix: Contact details and escalation procedures for different types of incidents
5. Schedule 5 - Report Templates: Standard formats for service level reports
6. Appendix A - Technical Requirements: Detailed technical requirements and configurations
7. Appendix B - Incident Categories: Classification and definitions of different types of incidents
Relevant legal definitions
Agreement
Service Hours
Business Day
Uptime
Downtime
Scheduled Maintenance
Emergency Maintenance
Service Level
Service Credit
Service Availability
Monthly Service Fee
Measurement Period
Response Time
Resolution Time
Critical Incident
Major Incident
Minor Incident
Monitoring System
Performance Report
Service Platform
System Infrastructure
Maintenance Window
Base Service Level
Service Recovery Time
Incident Notification
Support Hours
Escalation Process
Service Dashboard
Root Cause Analysis
Service Degradation
Peak Hours
Off-Peak Hours
Service Components
Technical Support
Incident Log
Service Restoration
Performance Metrics
Measurement Tools
Reporting Period
Service Level Breach
Service Hours
Business Day
Uptime
Downtime
Scheduled Maintenance
Emergency Maintenance
Service Level
Service Credit
Service Availability
Monthly Service Fee
Measurement Period
Response Time
Resolution Time
Critical Incident
Major Incident
Minor Incident
Monitoring System
Performance Report
Service Platform
System Infrastructure
Maintenance Window
Base Service Level
Service Recovery Time
Incident Notification
Support Hours
Escalation Process
Service Dashboard
Root Cause Analysis
Service Degradation
Peak Hours
Off-Peak Hours
Service Components
Technical Support
Incident Log
Service Restoration
Performance Metrics
Measurement Tools
Reporting Period
Service Level Breach
Clauses
Definitions
Service Description
Service Levels
Performance Monitoring
Availability Requirements
Response Times
Measurement Methods
Service Credits
Maintenance Windows
Incident Management
Reporting Requirements
Support Services
Force Majeure
Confidentiality
Data Protection
Intellectual Property
Liability
Indemnification
Term and Termination
Dispute Resolution
Governing Law
Assignment
Subcontracting
Insurance
Notices
Amendments
Entire Agreement
Severability
Warranties
Audit Rights
Business Continuity
Security Requirements
Compliance
Service Description
Service Levels
Performance Monitoring
Availability Requirements
Response Times
Measurement Methods
Service Credits
Maintenance Windows
Incident Management
Reporting Requirements
Support Services
Force Majeure
Confidentiality
Data Protection
Intellectual Property
Liability
Indemnification
Term and Termination
Dispute Resolution
Governing Law
Assignment
Subcontracting
Insurance
Notices
Amendments
Entire Agreement
Severability
Warranties
Audit Rights
Business Continuity
Security Requirements
Compliance
Relevant Industries
Information Technology
Financial Services
Healthcare
E-commerce
Telecommunications
Cloud Services
Manufacturing
Logistics
Education
Government Services
Relevant Teams
Legal
Information Technology
Operations
Service Delivery
Procurement
Compliance
Infrastructure
Technical Support
Contract Management
Risk Management
Vendor Management
Relevant Roles
Chief Technology Officer
IT Director
Service Delivery Manager
Operations Manager
Technical Account Manager
Contract Manager
Procurement Manager
System Administrator
Network Engineer
Legal Counsel
Compliance Officer
Service Level Manager
Infrastructure Manager
Risk Manager
Business Relationship Manager
Find the exact document you need
Incident Resolution Time SLA
A Malaysian law-governed agreement defining incident resolution time commitments and service level requirements between service providers and their clients.
find out more
Ecommerce SLA
Malaysian-law governed Service Level Agreement for e-commerce operations, defining performance metrics and service standards under Malaysian regulations.
find out more
SLA Type
A Malaysian-law governed Service Level Agreement defining service standards, performance metrics, and delivery commitments between service provider and recipient.
find out more
SLA Telecom
A Malaysian law-governed telecommunications Service Level Agreement defining service standards, performance metrics, and regulatory compliance requirements for telecommunications services.
find out more
SLA Site
A Malaysian-law governed Site Service Level Agreement defining service standards and performance metrics for site-specific services.
find out more
SLA For Problem Management
A Malaysian law-governed Service Level Agreement defining problem management processes, response times, and resolution targets for IT services.
find out more
Managed Services Service Level Agreement
A Malaysian law-governed Service Level Agreement defining performance standards and operational requirements for managed services arrangements.
find out more
Defect Resolution SLA
A Malaysian law-governed Service Level Agreement specifying defect resolution requirements, timelines, and remediation procedures for technical systems.
find out more
Average SLA
A Malaysian-law governed Service Level Agreement defining service standards, performance metrics, and remedies between service provider and customer.
find out more
SLA Delivery Time
A Malaysian law-governed Service Level Agreement establishing delivery time commitments, performance metrics, and remedies for logistics services.
find out more
SLA Enterprise
Malaysian-compliant enterprise Service Level Agreement template establishing service commitments and performance metrics between service providers and enterprise customers.
find out more
Maintenance SLA
A Malaysian law-governed agreement setting out terms and performance standards for maintenance services, including service levels, responsibilities, and remedies.
find out more
Tier 3 SLA
Malaysian-law governed Tier 3 SLA defining expert-level technical support services and performance standards for mission-critical systems.
find out more
SLA Uptime
A Malaysian law-governed Service Level Agreement defining uptime commitments, measurement methods, and compensation mechanisms for service interruptions.
find out more
Task SLA
A Malaysian-law governed agreement defining performance metrics and service standards for specific operational tasks, including measurement criteria and compliance requirements.
find out more
SLA Storage
A Malaysian-law governed Service Level Agreement for storage services, defining performance metrics and obligations between storage providers and clients.
find out more
SLA Server Uptime
A Malaysian law-governed Service Level Agreement defining server uptime commitments, performance metrics, and compensation mechanisms for service disruptions.
find out more
SLA Level 1
Malaysian law-compliant Service Level Agreement template establishing basic service delivery commitments and performance metrics between provider and customer.
find out more
SLA In System Design
A Malaysian-law governed Service Level Agreement defining performance metrics and standards for system design services, ensuring compliance with local digital service regulations.
find out more
SLA 99.999 Downtime
A Malaysian law-governed Service Level Agreement (SLA) ensuring 99.999% service availability with strict uptime requirements and compliance measures.
find out more
SLA 8x5
A Malaysian law-governed Service Level Agreement for 8x5 business hours support, defining service standards and performance metrics.
find out more
ShIPping SLA
Malaysian law-compliant Service Level Agreement template for shipping services, defining performance standards and operational requirements for maritime transportation.
find out more
Service Level Agreement In Crm
A Malaysian law-governed agreement defining service levels and performance standards for CRM system services, including compliance with local data protection regulations.
find out more
Service Level Agreement Graphic Design
Malaysian-law governed Service Level Agreement for graphic design services, outlining service standards, deliverables, and performance metrics.
find out more
Security Level Agreement
A Malaysian law-governed agreement establishing security standards and compliance requirements between parties, including data protection and cybersecurity measures.
find out more
Quality SLA
A Malaysian law-governed Quality Service Level Agreement defining service standards, metrics, and compliance requirements between service provider and recipient.
find out more
Performance SLA
A Malaysian-law governed agreement defining service performance standards, metrics, and compliance requirements between service providers and recipients.
find out more
Office SLA
A Malaysian-law governed Service Level Agreement defining performance standards and operational requirements for office services delivery.
find out more
Latency SLA
A Malaysian law-governed Service Level Agreement specifying latency commitments, measurement methods, and remedies for digital service performance.
find out more
Finance SLA
A Malaysian law-governed Service Level Agreement defining performance standards and operational requirements for financial services delivery, aligned with local financial regulations.
find out more
Email SLA
A Malaysian-compliant Service Level Agreement defining performance standards and obligations for email services, governed by Malaysian law.
find out more
Downtime SLA
A Malaysian law-governed Service Level Agreement defining system availability commitments, downtime limits, and remedies for service disruptions.
find out more
Development SLA
A Malaysian-law governed agreement setting performance standards and deliverables for software development services, combining SLA metrics with development requirements.
find out more
Demo SLA
A Malaysian law-governed Service Level Agreement defining service standards, performance metrics, and accountability measures between service provider and customer.
find out more
Monthly SLA
Malaysian-compliant monthly Service Level Agreement template establishing service standards and performance metrics between providers and clients.
find out more
Manage SLA
A Malaysian-compliant contract for managing service level agreements, including performance metrics and reporting requirements under Malaysian law.
find out more
Delivery SLA
A Malaysian law-governed agreement setting delivery service levels between logistics providers and customers, including performance metrics and quality standards.
find out more
Data Slas
A Malaysian law-governed agreement defining service levels and requirements for data-related services, ensuring compliance with local data protection regulations.
find out more
Daily SLA
A Malaysian-law governed agreement establishing daily service performance standards, metrics, and compliance requirements between service providers and recipients.
find out more
Cloud Storage SLA
A Malaysian-compliant Service Level Agreement for cloud storage services, defining performance metrics and data protection standards.
find out more
Genie’s Security Promise
Genie is the safest place to draft. Here’s how we prioritise your privacy and security.
Your documents are private:
We do not train on your data; Genie’s AI improves independently
All data stored on Genie is private to your organisation
Your documents are protected:
Your documents are protected by ultra-secure 256-bit encryption
We are ISO27001 certified, so your data is secure
Organizational security:
You retain IP ownership of your documents and their information
You have full control over your data and who gets to see it
.png)
.png)