The Development SLA is essential for organizations engaging in software development projects in Malaysia, providing a structured framework for managing development services and establishing measurable performance standards. This document is particularly crucial when commissioning custom software development, system integration, or significant technical projects where specific service levels and quality metrics need to be maintained throughout the development lifecycle. The agreement ensures compliance with Malaysian legal requirements while addressing key aspects such as intellectual property rights, data protection, and electronic commerce regulations. The Development SLA typically includes detailed technical specifications, development methodologies, acceptance criteria, and service level metrics, making it suitable for both traditional and agile development approaches.
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1. Parties: Identification of the service provider and customer, including full legal names and registration details
2. Background: Context of the agreement and brief description of the development project and services
3. Definitions: Detailed definitions of technical terms, service levels, and other key concepts used in the agreement
4. Scope of Services: Detailed description of development services, deliverables, and project phases
5. Service Levels: Specific performance metrics, response times, and quality standards for the development services
6. Development Methodology: Description of the development approach, project management methodology, and delivery process
7. Change Management: Procedures for requesting, approving, and implementing changes to the scope or requirements
8. Testing and Acceptance: Testing procedures, acceptance criteria, and sign-off requirements for deliverables
9. Maintenance and Support: Post-development support obligations and maintenance requirements
10. Intellectual Property Rights: Ownership and licenses for developed software, code, and documentation
11. Data Protection and Security: Requirements for handling data and maintaining security standards
12. Fees and Payment: Payment terms, fee structure, and billing procedures
13. Term and Termination: Duration of the agreement and conditions for termination
14. Confidentiality: Protection of confidential information and trade secrets
15. Warranties and Indemnities: Warranties for service quality and indemnification obligations
16. General Provisions: Standard legal provisions including governing law, notices, and dispute resolution
1. Disaster Recovery: Procedures for handling system failures and service recovery - include when critical systems are involved
2. Third-Party Integration: Terms for integration with third-party systems - include when external integrations are required
3. Source Code Escrow: Arrangements for source code protection - include for critical custom development
4. Training: Requirements for user and administrator training - include when knowledge transfer is required
5. Service Credits: Financial remedies for missing service levels - include when specific performance guarantees are needed
6. Cloud Services: Terms specific to cloud-based development and hosting - include for cloud-based solutions
7. Data Migration: Requirements for data migration services - include when existing data needs to be transferred
8. Compliance Requirements: Industry-specific compliance obligations - include for regulated industries
1. Schedule 1 - Service Level Specifications: Detailed technical specifications of service levels and performance metrics
2. Schedule 2 - Project Timeline: Detailed project phases, milestones, and delivery dates
3. Schedule 3 - Fee Schedule: Detailed breakdown of fees, payment milestones, and rate cards
4. Schedule 4 - Technical Requirements: Detailed technical specifications and requirements for the development
5. Schedule 5 - Testing Procedures: Detailed testing methodologies and acceptance criteria
6. Schedule 6 - Support and Maintenance Services: Detailed support levels and maintenance procedures
7. Appendix A - Change Request Template: Standard form for requesting and documenting changes
8. Appendix B - Acceptance Certificate: Standard form for deliverable acceptance sign-off
9. Appendix C - Security Requirements: Detailed security standards and compliance requirements
Authors
Relevant legal definitions
Clauses
Relevant Industries
Information Technology
Financial Services
Healthcare
E-commerce
Education
Manufacturing
Telecommunications
Government
Retail
Professional Services
Banking
Insurance
Logistics
Media and Entertainment
Relevant Teams
Legal
Information Technology
Software Development
Project Management
Procurement
Quality Assurance
Operations
Product Management
Solutions Architecture
Service Delivery
Contract Management
Technical Operations
Relevant Roles
Chief Technology Officer
IT Director
Development Manager
Project Manager
Software Development Lead
Quality Assurance Manager
Legal Counsel
Procurement Manager
Contract Manager
Solutions Architect
IT Operations Manager
Technical Program Manager
Business Analyst
Product Owner
Service Delivery Manager
Chief Information Officer
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