The Daily SLA serves as a critical operational document for businesses requiring strict daily monitoring and management of service performance levels. This agreement type is particularly relevant in the Malaysian business context where service providers must maintain consistent daily operational standards while complying with local regulatory requirements. The document typically includes detailed specifications for daily performance metrics, measurement methodologies, reporting requirements, and remedy mechanisms for service failures. It is essential for services that require continuous monitoring and have immediate impact on business operations, such as IT services, facilities management, or critical business processes. The Daily SLA is structured to align with Malaysian legal frameworks, including the Contracts Act 1950 and industry-specific regulations, while incorporating international best practices for service level management.
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1. Parties: Identification of service provider and service recipient with full legal names and registration details
2. Background: Context of the agreement and brief description of the services to be provided
3. Definitions: Detailed definitions of technical terms, metrics, and key concepts used in the agreement
4. Service Description: Comprehensive description of services covered under the agreement
5. Service Levels: Specific daily performance targets and metrics that must be achieved
6. Measurement and Monitoring: Methods and tools for measuring and monitoring service performance
7. Reporting Requirements: Daily reporting obligations, formats, and delivery timeframes
8. Service Credits and Penalties: Compensation mechanism for service level failures and calculation methods
9. Problem Management: Procedures for identifying, reporting, and resolving service issues
10. Force Majeure: Circumstances under which parties are excused from performance obligations
11. Term and Termination: Duration of agreement and conditions for termination
12. Governing Law and Jurisdiction: Specification of Malaysian law application and jurisdiction
1. Data Protection: Required when service involves processing personal data, ensuring PDPA 2010 compliance
2. Disaster Recovery: Include for critical services requiring business continuity planning
3. Security Requirements: Necessary for services involving sensitive information or systems
4. Change Management: Include when service levels or requirements may need frequent adjustments
5. Regulatory Compliance: Required for regulated industries or services subject to specific Malaysian regulations
6. Subcontractor Management: Include when service provider may use third-party suppliers
7. Insurance Requirements: Add when service provision carries significant risks requiring insurance coverage
1. Schedule 1 - Service Level Specifications: Detailed technical specifications of service levels and measurement criteria
2. Schedule 2 - Performance Measurement Methodology: Detailed procedures for measuring and calculating service performance
3. Schedule 3 - Service Credit Calculations: Formula and examples for calculating service credits and penalties
4. Schedule 4 - Operational Procedures: Day-to-day operational procedures and responsibilities
5. Schedule 5 - Contact Matrix: Key personnel and escalation contacts for both parties
6. Schedule 6 - Service Reports Template: Standard formats for daily service performance reports
7. Appendix A - Technical Infrastructure: Description of technical infrastructure supporting service delivery
8. Appendix B - Incident Categories: Classification and definitions of service incidents and response times
Authors
Relevant legal definitions
Clauses
Relevant Industries
Information Technology
Telecommunications
Data Center Operations
Cloud Services
Managed Services
Business Process Outsourcing
Financial Services
Healthcare Services
Manufacturing
Logistics and Supply Chain
Facilities Management
Security Services
Relevant Teams
Operations
Service Delivery
Technical Support
Quality Assurance
Compliance
Legal
Contract Management
Performance Management
Risk Management
Customer Support
Service Desk
Infrastructure Management
Relevant Roles
Operations Director
Service Delivery Manager
Technical Operations Manager
Quality Assurance Manager
Compliance Officer
Contract Manager
Service Level Manager
Performance Analyst
Operations Supervisor
IT Infrastructure Manager
Risk Manager
Legal Counsel
Chief Operations Officer
Service Desk Manager
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