This Ecommerce SLA is essential for businesses operating in Malaysia's growing digital commerce sector, providing a legally compliant framework for service delivery and performance management. The document is particularly relevant when establishing or maintaining e-commerce operations in Malaysia, where specific regulations such as the Electronic Commerce Act 2006 and Personal Data Protection Act 2010 must be considered. The SLA defines critical aspects including uptime guarantees, response times, data protection measures, and support services, making it suitable for relationships between e-commerce platform providers and businesses requiring reliable online presence. It includes provisions for performance monitoring, issue resolution, and compliance with Malaysian e-commerce regulations, ensuring both technical excellence and legal compliance.
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1. Parties: Identification of the service provider and client, including registration details as required by Malaysian e-commerce regulations
2. Background: Context of the agreement and business relationship between parties
3. Definitions: Detailed definitions of technical and legal terms used throughout the agreement
4. Service Description: Comprehensive description of the e-commerce services provided
5. Service Level Requirements: Specific performance metrics, availability requirements, and service standards
6. Performance Monitoring: Methods and tools for monitoring service performance and generating reports
7. Response and Resolution Times: Timeframes for responding to and resolving various categories of issues
8. Data Protection and Security: Compliance with PDPA 2010 and security measures for protecting customer data
9. Business Continuity and Disaster Recovery: Procedures for maintaining service during disruptions and recovering from incidents
10. Support Services: Details of technical support, maintenance, and customer service provisions
11. Payment Terms: Fee structure, payment schedules, and billing procedures
12. Term and Termination: Duration of agreement, renewal terms, and termination conditions
13. Dispute Resolution: Procedures for resolving disputes under Malaysian law
14. General Provisions: Standard legal clauses including governing law, notices, and amendments
1. Change Management: Procedures for requesting and implementing service changes - include for complex e-commerce systems
2. Service Credits: Compensation mechanism for service level failures - include when specific performance guarantees are required
3. Third-Party Integration: Terms governing integration with third-party services - include when external services are part of the solution
4. Intellectual Property Rights: Detailed IP provisions - include when custom development or specific IP rights need protection
5. Training and Documentation: Requirements for user training and system documentation - include for complex systems requiring user training
6. Compliance with Industry Standards: Specific industry standards compliance requirements - include for regulated industries
7. Multi-jurisdiction Operations: Special provisions for cross-border operations - include when operating across multiple countries
1. Schedule 1 - Service Level Metrics: Detailed technical specifications of service levels and performance metrics
2. Schedule 2 - Fee Schedule: Detailed breakdown of all fees, charges, and payment terms
3. Schedule 3 - Support Procedures: Detailed procedures for accessing and utilizing support services
4. Schedule 4 - Security Requirements: Specific security protocols and requirements for data protection
5. Schedule 5 - Implementation Plan: Timeline and milestones for service implementation
6. Appendix A - Technical Specifications: Detailed technical requirements and system specifications
7. Appendix B - Contact Details: List of key contacts and escalation procedures
8. Appendix C - Report Templates: Standard templates for performance and incident reporting
Authors
Relevant legal definitions
Clauses
Relevant Industries
Retail
E-commerce
Technology
Digital Services
Financial Services
Telecommunications
Logistics
Online Marketplace
Fashion and Apparel
Electronics and Technology Retail
Food and Beverage
Digital Entertainment
Relevant Teams
Legal
Information Technology
E-commerce Operations
Digital Operations
Procurement
Compliance
Service Delivery
Platform Operations
Contract Management
Technical Support
Business Development
Relevant Roles
E-commerce Manager
IT Director
Chief Technology Officer
Digital Operations Manager
Procurement Manager
Legal Counsel
Compliance Officer
Service Delivery Manager
Platform Operations Manager
Contract Manager
Business Development Director
Chief Digital Officer
Technical Operations Manager
Head of E-commerce
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