The Latency SLA is essential for businesses operating in Malaysia that require guaranteed response times for their digital services. This document type is particularly relevant when precise performance metrics and service quality standards are crucial to business operations. The agreement combines technical specificity with legal enforceability under Malaysian law, incorporating requirements from the Communications and Multimedia Act 1998 and related regulations. It should be used when establishing or managing services where response time is critical, such as financial trading platforms, online gaming services, or real-time data processing systems. The Latency SLA typically includes detailed technical specifications, monitoring protocols, service credit mechanisms, and dispute resolution procedures, all tailored to comply with Malaysian legal requirements while meeting international technical standards.
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1. Parties: Identification of the service provider and customer, including registered addresses and company registration numbers
2. Background: Context of the agreement, including the nature of services being provided and the importance of latency to these services
3. Definitions: Detailed definitions of technical terms, including 'Latency', 'Service Hours', 'Measurement Period', 'Service Credit', and other SLA-specific terminology
4. Service Levels: Specific latency commitments, including guaranteed response times and performance metrics
5. Measurement and Monitoring: Methods and tools used to measure and monitor latency, including measurement frequency and reporting procedures
6. Service Credits and Penalties: Calculation and application of service credits or other remedies for failing to meet latency commitments
7. Exclusions and Force Majeure: Circumstances under which the service provider is not liable for latency issues
8. Reporting and Review: Regular reporting requirements and periodic review of service level performance
9. Dispute Resolution: Process for resolving disagreements about latency measurements or service credits
10. Term and Termination: Duration of the agreement and circumstances under which it can be terminated
11. Governing Law and Jurisdiction: Specification of Malaysian law as governing law and jurisdiction for disputes
1. Multi-Location Services: Include when services are provided across multiple geographic locations with different latency requirements
2. Regulatory Compliance: Include when the service is subject to specific regulatory requirements regarding performance or reporting
3. Data Protection: Include when latency monitoring involves collection or processing of personal data
4. Customer Obligations: Include when customer must maintain certain infrastructure or conditions to achieve latency commitments
5. Disaster Recovery: Include when specific latency requirements apply during disaster recovery scenarios
6. Service Improvement Plan: Include when progressive improvement in latency performance is part of the agreement
1. Technical Specifications: Detailed technical specifications of the service and latency measurement methodology
2. Service Level Metrics: Detailed breakdown of latency thresholds, measurement points, and calculation methods
3. Service Credit Calculations: Detailed formulas and examples for calculating service credits
4. Monitoring Tools and Procedures: Specifications of monitoring tools and detailed measurement procedures
5. Reporting Templates: Standard templates for latency performance reporting
6. Emergency Contact Protocol: Contact details and escalation procedures for latency-related issues
7. Network Architecture: Technical diagrams and descriptions of network architecture relevant to latency performance
Authors
Relevant legal definitions
Clauses
Relevant Industries
Technology
Telecommunications
Financial Services
Gaming and Entertainment
E-commerce
Healthcare
Manufacturing
Cloud Computing
Digital Media
Online Trading
Relevant Teams
Legal
Information Technology
Network Operations
Service Delivery
Compliance
Quality Assurance
Technical Support
Performance Monitoring
Contract Management
Risk Management
Solutions Architecture
Customer Success
Relevant Roles
Chief Technology Officer
Service Delivery Manager
Network Operations Manager
Technical Account Manager
Legal Counsel
Compliance Officer
Service Level Manager
IT Infrastructure Manager
Quality Assurance Manager
Network Engineer
Solutions Architect
Contract Manager
Operations Director
Performance Analytics Manager
Risk Manager
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