The Finance SLA is a critical document used to establish and maintain clear service standards and performance metrics in financial service relationships within the Malaysian jurisdiction. This document becomes necessary when financial institutions, banks, or financial service providers enter into service arrangements with clients or other institutions, requiring defined service levels and performance standards. The agreement incorporates requirements from Malaysian financial regulations, including the Financial Services Act 2013 and Bank Negara Malaysia guidelines, while addressing specific needs such as security protocols, compliance requirements, and operational procedures. It typically includes detailed service descriptions, performance metrics, reporting requirements, and remediation procedures, all tailored to meet both regulatory requirements and business needs in the Malaysian financial sector.
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.
1. Parties: Identification of the service provider and recipient, including full legal names, registration numbers, and registered addresses
2. Background: Context of the agreement, relationship between parties, and purpose of the SLA
3. Definitions: Detailed definitions of technical terms, service metrics, and other key terms used throughout the agreement
4. Services Overview: High-level description of the financial services to be provided
5. Service Levels and Performance Metrics: Detailed specifications of required service levels, including availability, response times, and performance standards
6. Monitoring and Reporting: Procedures for monitoring service performance and reporting requirements
7. Security Requirements: Security protocols, data protection measures, and compliance requirements
8. Business Continuity and Disaster Recovery: Procedures for ensuring service continuity and recovering from disruptions
9. Fees and Payment Terms: Pricing structure, payment schedules, and billing procedures
10. Term and Termination: Duration of the agreement, renewal terms, and termination conditions
11. Dispute Resolution: Procedures for handling disputes and escalation paths
12. Governing Law and Jurisdiction: Specification of Malaysian law as governing law and jurisdiction
1. Islamic Banking Compliance: Required when services involve Shariah-compliant financial products or services
2. Third-Party Service Provider Management: Include when subcontractors or third-party service providers are involved
3. Currency Exchange Services: Required for agreements involving foreign exchange or multi-currency services
4. API Integration Requirements: Include when services involve technical API integrations
5. Regulatory Reporting: Additional section for services requiring specific regulatory reporting
6. Environmental, Social and Governance (ESG): Include when parties require specific ESG commitments
1. Schedule 1 - Service Descriptions: Detailed technical specifications of each service offered
2. Schedule 2 - Service Level Requirements: Specific KPIs, metrics, and measurement methodologies
3. Schedule 3 - Fee Schedule: Detailed pricing structure, including base fees and variable charges
4. Schedule 4 - Security Protocols: Detailed security requirements and compliance standards
5. Schedule 5 - Escalation Matrix: Contact details and escalation procedures for various scenarios
6. Schedule 6 - Business Continuity Plan: Detailed procedures for business continuity and disaster recovery
7. Appendix A - Technical Requirements: Technical specifications for systems and infrastructure
8. Appendix B - Reporting Templates: Standard templates for regular service level reporting
Relevant legal definitions
Clauses
Relevant Industries
Financial Services
Banking
Insurance
Investment Management
Financial Technology
Payment Services
Treasury Services
Corporate Banking
Asset Management
Digital Banking
Relevant Teams
Legal
Finance
Compliance
Risk Management
Operations
Service Delivery
Treasury
Information Technology
Quality Assurance
Vendor Management
Customer Relations
Performance Management
Relevant Roles
Chief Financial Officer
Head of Treasury
Financial Services Manager
Compliance Officer
Risk Management Director
Operations Manager
Service Delivery Manager
Contract Manager
Legal Counsel
Chief Technology Officer
Financial Controller
Relationship Manager
Performance Analytics Manager
Quality Assurance 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
ұԾ’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; ұԾ’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)