This Standard Uptime SLA template is designed for use in Malaysian business environments where consistent service availability is crucial to operations. The document is particularly relevant when establishing formal service commitments between technology service providers and their customers, whether for cloud services, hosted solutions, or managed infrastructure. It incorporates key elements required under Malaysian law, including the Contracts Act 1950 and Electronic Commerce Act 2006, while providing comprehensive coverage of service level measurements, reporting requirements, and remedy mechanisms. The Standard Uptime SLA includes specific provisions for service credit calculations, excluded events, and support obligations, making it suitable for both domestic and international service arrangements subject to Malaysian jurisdiction.
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 service provider and customer, including registered addresses and company details
2. Background: Context of the agreement and brief description of the services being provided
3. Definitions: Detailed definitions of technical terms, service metrics, and other key terminology used in the agreement
4. Service Levels: Detailed description of the guaranteed uptime percentage and service availability commitments
5. Service Level Measurement: Methodology for measuring and calculating uptime, including monitoring tools and reporting periods
6. Service Credits: Calculation and application of service credits or other remedies for failing to meet SLAs
7. Excluded Events: Events and circumstances that are excluded from SLA calculations (force majeure, planned maintenance, etc.)
8. Reporting: Frequency and format of service level reports and performance metrics
9. Support Services: Description of support levels, response times, and escalation procedures
10. Term and Termination: Duration of the agreement and conditions for termination
11. General Provisions: Standard contractual clauses including governing law, notices, and entire agreement
1. Data Protection: Required if the service involves processing personal data under PDPA 2010
2. Disaster Recovery: Optional section for critical services requiring specific disaster recovery commitments
3. Security Requirements: Required for services handling sensitive data or critical infrastructure
4. Change Management: Optional section for services requiring formal change control procedures
5. Customer Obligations: Required if customer has specific responsibilities to enable service delivery
6. Compliance Requirements: Required for regulated industries or services subject to specific compliance requirements
1. Schedule 1 - Service Description: Detailed technical specifications of the services covered by the SLA
2. Schedule 2 - Service Level Metrics: Detailed breakdown of all service level metrics, calculations, and thresholds
3. Schedule 3 - Service Credit Calculations: Detailed formula and examples for calculating service credits
4. Schedule 4 - Support Procedures: Detailed support procedures, contact information, and escalation matrix
5. Schedule 5 - Pricing and Fees: Pricing structure and payment terms
6. Appendix A - Technical Requirements: Technical requirements and specifications for service delivery
7. Appendix B - Report Templates: Templates for service level reports and performance monitoring
Relevant legal definitions
Agreement
Service Hours
Uptime
Downtime
Service Level
Service Credit
Maintenance Window
Response Time
Resolution Time
Critical Incident
Business Day
Business Hours
Measurement Period
Monthly Availability
Service Level Report
System
Infrastructure
Platform
Monitoring Tools
Service Desk
Incident
Excluded Event
Force Majeure
Support Services
Emergency Maintenance
Planned Maintenance
Service Availability
Performance Metrics
Recovery Time
Reporting Period
Service Credits
Service Provider
Customer
Support Level
Escalation Path
Resolution
Service Interface
Access Point
Network
Service Component
Remedy
Service Failure
Scheduled Downtime
Service Window
Response
Service Request
Service Hours
Uptime
Downtime
Service Level
Service Credit
Maintenance Window
Response Time
Resolution Time
Critical Incident
Business Day
Business Hours
Measurement Period
Monthly Availability
Service Level Report
System
Infrastructure
Platform
Monitoring Tools
Service Desk
Incident
Excluded Event
Force Majeure
Support Services
Emergency Maintenance
Planned Maintenance
Service Availability
Performance Metrics
Recovery Time
Reporting Period
Service Credits
Service Provider
Customer
Support Level
Escalation Path
Resolution
Service Interface
Access Point
Network
Service Component
Remedy
Service Failure
Scheduled Downtime
Service Window
Response
Service Request
Clauses
Definitions
Service Levels
Performance Monitoring
Reporting Requirements
Service Credits
Force Majeure
Confidentiality
Data Protection
Intellectual Property
Liability
Indemnification
Termination
Dispute Resolution
Governing Law
Assignment
Subcontracting
Notices
Entire Agreement
Amendment
Severability
Maintenance
Support Services
Security
Business Continuity
Disaster Recovery
Audit Rights
Compliance
Insurance
Warranties
Service Availability
Response Times
Escalation Procedures
Service Levels
Performance Monitoring
Reporting Requirements
Service Credits
Force Majeure
Confidentiality
Data Protection
Intellectual Property
Liability
Indemnification
Termination
Dispute Resolution
Governing Law
Assignment
Subcontracting
Notices
Entire Agreement
Amendment
Severability
Maintenance
Support Services
Security
Business Continuity
Disaster Recovery
Audit Rights
Compliance
Insurance
Warranties
Service Availability
Response Times
Escalation Procedures
Relevant Industries
Information Technology
Telecommunications
Banking and Financial Services
Healthcare
E-commerce
Education
Government Services
Manufacturing
Cloud Computing
Data Center Services
Digital Infrastructure
Professional Services
Relevant Teams
Legal
Information Technology
Operations
Service Delivery
Procurement
Compliance
Infrastructure
Cloud Services
Risk Management
Vendor Management
Technical Support
Service Management
Relevant Roles
Chief Technology Officer
IT Director
Service Delivery Manager
Contract Manager
Operations Manager
Technical Account Manager
Procurement Manager
Legal Counsel
Compliance Officer
Infrastructure Manager
Cloud Services Manager
Service Level Manager
System Administrator
IT Operations Manager
Risk 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)