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This document serves as a crucial legal framework for establishing and managing the relationship between Managed Service Providers (MSPs) and their clients in Malaysia. The MSP Service Level Agreement is specifically designed for organizations seeking to outsource their IT operations, maintenance, and support services to professional IT service providers. It incorporates essential elements required by Malaysian legislation, including compliance with the Personal Data Protection Act 2010, Communications and Multimedia Act 1998, and other relevant regulations. The agreement is particularly important in today's digital business environment where organizations increasingly rely on external IT expertise for their operational needs. It provides comprehensive coverage of service specifications, performance metrics, security requirements, data protection measures, and dispute resolution mechanisms, while being adaptable to various industry-specific requirements and compliance needs.

1. Parties: Identification of the MSP and the Client, including full legal names, registration numbers, and registered addresses

2. Background: Context of the agreement, brief description of the MSP's business, and the Client's intention to engage the MSP's services

3. Definitions: Detailed definitions of technical terms, service-related terminology, and other important concepts used throughout the agreement

4. Services Scope: Detailed description of all IT services to be provided by the MSP

5. Service Levels: Specific performance metrics, response times, and service quality standards

6. MSP Responsibilities: Detailed obligations of the MSP including service delivery, reporting, and compliance requirements

7. Client Responsibilities: Client's obligations including access provision, cooperation, and information sharing

8. Security Requirements: Security protocols, data protection measures, and compliance with relevant security standards

9. Fees and Payment: Pricing structure, payment terms, invoicing procedures, and late payment consequences

10. Term and Termination: Contract duration, renewal terms, and termination conditions

11. Confidentiality: Protection of confidential information and trade secrets

12. Data Protection: Compliance with PDPA and data handling requirements

13. Liability and Indemnification: Limitation of liability, indemnification obligations, and insurance requirements

14. Force Majeure: Provisions for unforeseen circumstances and their impact on service delivery

15. Dispute Resolution: Procedures for resolving disputes, including jurisdiction and governing law

16. General Provisions: Standard boilerplate clauses including notices, amendments, and assignment