This Service Level Agreement Level 1 template is specifically designed for use in Malaysia, providing a standardized framework for establishing service delivery commitments and performance standards. It is particularly suitable for straightforward service arrangements where clear, measurable outcomes are required but complex service levels are unnecessary. The SLA Level 1 includes essential elements such as service descriptions, basic performance metrics, standard response times, and simple remedy mechanisms, while ensuring compliance with Malaysian legislation including the Contracts Act 1950 and relevant electronic commerce laws. This document is commonly used for standard operational services, basic IT support, facilities management, or other services where straightforward performance tracking and reporting are sufficient.

1. Parties: Identification of service provider and customer with full legal names and addresses

2. Background: Context of the agreement and brief description of the services to be provided

3. Definitions: Definitions of technical terms, service metrics, and other key terms used throughout the agreement

4. Service Description: Detailed description of services covered by the agreement

5. Service Level Commitments: Specific, measurable performance targets and service levels the provider commits to maintain

6. Service Availability: Guaranteed uptime percentages, maintenance windows, and planned downtime provisions

7. Response and Resolution Times: Timeframes for responding to and resolving different categories of issues

8. Performance Monitoring: Methods and tools used to measure and report service performance

9. Support Services: Description of support levels, hours of operation, and contact procedures

10. Customer Obligations: Customer responsibilities and requirements for service delivery

11. Service Credits and Penalties: Compensation structure for service level failures

12. Reporting: Regular reporting requirements, formats, and frequencies

13. Dispute Resolution: Procedures for handling disagreements and escalation paths

14. Term and Termination: Duration of agreement, renewal terms, and termination conditions

15. General Provisions: Standard legal clauses including governing law, notices, and amendments