This Supplier SLA template is designed for use in the Malaysian jurisdiction when establishing formal service level commitments between a supplier and their clients. The document is particularly relevant when organizations need to formalize service delivery standards, performance metrics, and accountability measures with their suppliers. It incorporates requirements from Malaysian contract law and commercial regulations, making it suitable for both domestic and international service arrangements. The Supplier SLA includes comprehensive sections on service definitions, performance metrics, reporting requirements, remedial actions, and dispute resolution mechanisms, all aligned with Malaysian legal framework and business practices. This template is adaptable across various industries while maintaining compliance with local regulatory requirements.
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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 services to be provided
3. Definitions: Detailed definitions of terms used throughout the agreement
4. Services Overview: High-level description of the services to be provided
5. Service Levels and Performance Metrics: Detailed service level requirements and performance standards
6. Monitoring and Reporting: Procedures for monitoring service levels and reporting requirements
7. Service Credits and Penalties: Consequences of failing to meet service levels
8. Support and Response Times: Support service details and response time commitments
9. Responsibilities: Specific obligations of both supplier and customer
10. Term and Termination: Duration of agreement and termination provisions
11. Payment Terms: Pricing, payment schedule, and related terms
12. Confidentiality: Protection of confidential information
13. General Provisions: Standard legal clauses including governing law, notices, and dispute resolution
1. Data Protection: Required when services involve processing personal data
2. Disaster Recovery: Needed for critical services requiring business continuity planning
3. Security Requirements: Important for IT services or handling sensitive information
4. Change Management: Useful for complex services requiring formal change processes
5. Intellectual Property Rights: Required when services involve creation or use of IP
6. Insurance Requirements: Important for high-risk services or regulatory compliance
7. Transition Services: Needed when complex service handover is required
8. Compliance with Standards: Required for regulated industries or specific certifications
1. Schedule 1 - Service Specifications: Detailed technical specifications of services
2. Schedule 2 - Service Level Requirements: Detailed KPIs and performance metrics
3. Schedule 3 - Pricing and Payment Schedule: Detailed pricing structure and payment terms
4. Schedule 4 - Support Services: Detailed support procedures and escalation matrix
5. Schedule 5 - Report Formats: Templates and formats for required reports
6. Appendix A - Contact Details: Key personnel and contact information
7. Appendix B - Technical Requirements: Specific technical requirements and standards
8. Appendix C - Service Credit Calculations: Detailed method for calculating service credits
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