The Software Master Services Agreement serves as the primary contractual framework for organizations providing or receiving software services in Malaysia. This document is essential when establishing long-term software service relationships, particularly for complex service arrangements involving ongoing support, maintenance, or development. It ensures compliance with Malaysian legislation, including the Personal Data Protection Act 2010, Digital Signature Act 1997, and Electronic Commerce Act 2006. The agreement typically includes comprehensive terms for service delivery, performance metrics, data protection, intellectual property rights, and risk allocation, with flexibility to accommodate specific service requirements through schedules and appendices. It's particularly relevant for technology companies, enterprises implementing digital transformation, and organizations requiring sustained software service support.
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1. Parties: Identification of the contracting parties including full legal names, registration numbers, and registered addresses
2. Background: Context of the agreement and brief description of the parties' business relationship
3. Definitions: Detailed definitions of terms used throughout the agreement
4. Scope of Services: Overview of software services to be provided and general service obligations
5. Service Levels: Performance standards, metrics, and measurement methods
6. Charges and Payment: Pricing structure, payment terms, invoicing procedures, and late payment consequences
7. Intellectual Property Rights: Ownership and licensing of IP, including pre-existing IP and newly created materials
8. Data Protection and Security: Compliance with PDPA 2010 and data security requirements
9. Confidentiality: Protection of confidential information and trade secrets
10. Term and Termination: Duration of agreement, renewal terms, and termination rights
11. Warranties and Representations: Standard warranties regarding services, compliance with laws, and authority to contract
12. Limitation of Liability: Caps on liability and exclusions of certain types of damages
13. Indemnification: Mutual indemnification obligations for specific risks
14. Force Majeure: Events excusing performance and related procedures
15. Governing Law and Dispute Resolution: Malaysian law as governing law and dispute resolution procedures
16. General Provisions: Standard boilerplate clauses including notices, assignment, and entire agreement
1. Change Control: Procedures for requesting and implementing changes to services - include when services are likely to evolve
2. Disaster Recovery: DR and business continuity requirements - include for critical business services
3. Third Party Services: Terms governing subcontractor and third-party service provider use - include when subcontracting is anticipated
4. Training and Support: Terms for training and ongoing support services - include when significant user training is required
5. Software Development: Custom development terms and acceptance testing - include when custom development is part of services
6. Hardware Requirements: Specific hardware requirements or provisions - include when hardware is relevant to service delivery
7. Transition Services: Terms governing transition in and out - include for complex service arrangements
8. Compliance with Specific Regulations: Industry-specific compliance requirements - include for regulated industries
1. Schedule 1 - Services Description: Detailed description of each service offering and delivery requirements
2. Schedule 2 - Service Levels and KPIs: Detailed service level metrics, measurement methods, and remedies
3. Schedule 3 - Charges: Detailed pricing, including rate cards and payment milestones
4. Schedule 4 - Security Requirements: Specific security standards, protocols, and compliance requirements
5. Schedule 5 - Data Processing Agreement: Detailed data protection terms compliant with PDPA 2010
6. Schedule 6 - Support Services: Support level definitions, response times, and escalation procedures
7. Schedule 7 - Approved Subcontractors: List of approved third-party service providers and subcontractors
8. Appendix A - Technical Specifications: Detailed technical requirements and specifications
9. Appendix B - Change Request Form: Standard form for requesting and documenting changes
10. Appendix C - Service Reports: Templates for service performance reporting
Relevant legal definitions
Agreement
Acceptance Criteria
Authorized Representative
Business Day
Charges
Confidential Information
Customer
Customer Data
Data Protection Laws
Deliverables
Documentation
Effective Date
Force Majeure Event
Good Industry Practice
Intellectual Property Rights
Implementation Services
Key Personnel
Maintenance Services
Personal Data
Professional Services
Service Credits
Service Levels
Services
Software
Source Code
Specifications
Statement of Work
Support Services
System
Term
Third Party Software
Updates
User
Virus
Working Hours
Acceptance Criteria
Authorized Representative
Business Day
Charges
Confidential Information
Customer
Customer Data
Data Protection Laws
Deliverables
Documentation
Effective Date
Force Majeure Event
Good Industry Practice
Intellectual Property Rights
Implementation Services
Key Personnel
Maintenance Services
Personal Data
Professional Services
Service Credits
Service Levels
Services
Software
Source Code
Specifications
Statement of Work
Support Services
System
Term
Third Party Software
Updates
User
Virus
Working Hours
Clauses
Interpretation
Services Provision
Service Levels
Performance Monitoring
Implementation
Acceptance Testing
Customer Obligations
Charges
Invoicing
Payment Terms
Intellectual Property
Data Protection
Data Security
Confidentiality
Warranties
Indemnification
Limitation of Liability
Insurance
Force Majeure
Term
Termination
Exit Management
Personnel
Subcontracting
Change Control
Audit Rights
Dispute Resolution
Governing Law
Assignment
Notices
Severability
Entire Agreement
Third Party Rights
Anti-Corruption
Business Continuity
Services Provision
Service Levels
Performance Monitoring
Implementation
Acceptance Testing
Customer Obligations
Charges
Invoicing
Payment Terms
Intellectual Property
Data Protection
Data Security
Confidentiality
Warranties
Indemnification
Limitation of Liability
Insurance
Force Majeure
Term
Termination
Exit Management
Personnel
Subcontracting
Change Control
Audit Rights
Dispute Resolution
Governing Law
Assignment
Notices
Severability
Entire Agreement
Third Party Rights
Anti-Corruption
Business Continuity
Relevant Industries
Information Technology
Financial Services
Healthcare
E-commerce
Manufacturing
Education
Telecommunications
Professional Services
Government & Public Sector
Retail
Logistics & Supply Chain
Insurance
Relevant Teams
Legal
Information Technology
Procurement
Information Security
Risk & Compliance
Operations
Software Development
Commercial
Contract Management
Data Protection
Technical Support
Project Management
Relevant Roles
Chief Technology Officer
IT Director
Procurement Manager
Legal Counsel
Information Security Officer
Software Development Manager
Operations Director
Contract Manager
Risk Manager
Compliance Officer
Technical Project Manager
Chief Information Officer
Commercial Director
Data Protection Officer
Service Delivery Manager
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