This SLA Uptime agreement is designed for use in the Malaysian jurisdiction when establishing formal service availability commitments between service providers and their clients. The document is particularly relevant when providing critical digital services, cloud infrastructure, or platform solutions where system availability is essential to the client's operations. It includes detailed specifications for measuring and monitoring uptime, defines acceptable downtime parameters, and establishes clear remedies for breach of service levels. The agreement complies with Malaysian electronic commerce and consumer protection legislation while incorporating international best practices for service level management. This type of agreement is essential when clients require guaranteed system availability and clear accountability for service performance.
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1. Parties: Identifies and provides details of the service provider and customer entering into the agreement
2. Background: Outlines the context and purpose of the agreement, including the nature of services being provided
3. Definitions: Defines key terms used throughout the agreement, including technical terminology specific to uptime and service levels
4. Service Levels: Specifies the guaranteed uptime percentage and service availability commitments
5. Measurement and Monitoring: Details how uptime will be measured, monitored, and reported
6. Exclusions: Specifies planned maintenance windows and circumstances not counted as downtime
7. Service Credits: Defines compensation or credits provided for failure to meet service levels
8. Reporting: Outlines the frequency and format of service level performance reports
9. Problem Resolution: Details the process for addressing and resolving service issues
10. Term and Termination: Specifies the duration of the agreement and conditions for termination
11. General Provisions: Standard legal clauses including governing law, notices, and entire agreement
1. Disaster Recovery: Details disaster recovery procedures and commitments when required for critical services
2. Security Requirements: Specifies security standards and protocols when handling sensitive data
3. Change Management: Outlines procedures for implementing changes to services or service levels when flexibility is needed
4. Customer Obligations: Defines customer responsibilities when specific customer actions are required for service delivery
5. Premium Support: Details enhanced support options when offering tiered service levels
6. Data Processing: Includes data handling requirements when personal or sensitive data is involved
1. Schedule 1 - Service Level Specifications: Detailed technical specifications of service levels and measurement methodologies
2. Schedule 2 - Service Credit Calculations: Detailed formulas and examples for calculating service credits
3. Schedule 3 - Support Procedures: Detailed support processes, contact information, and escalation procedures
4. Schedule 4 - Technical Requirements: Technical specifications and requirements for service delivery
5. Schedule 5 - Service Level Reports: Templates and examples of service level reports
6. Appendix A - Incident Classification: Definitions and categories of various incident types and their priority levels
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