The Performance SLA serves as a critical contractual instrument in Malaysian business operations, establishing measurable service standards and accountability mechanisms between service providers and recipients. This document type is essential when organizations need to formalize service delivery expectations, particularly in technology-driven or service-oriented sectors. It encompasses detailed performance metrics, measurement methodologies, reporting requirements, and remedial mechanisms, all aligned with Malaysian legal requirements including the Contracts Act 1950, Electronic Commerce Act 2006, and where applicable, the Personal Data Protection Act 2010. The Performance SLA is particularly vital for outsourcing arrangements, managed services, and any business relationship where service quality needs to be quantifiably measured and managed.
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 and details of the service provider and service recipient
2. Background: Context of the agreement and brief description of the services to be provided
3. Definitions: Detailed definitions of technical terms, metrics, and key concepts used in the agreement
4. Service Description: Comprehensive description of the services covered by the SLA
5. Service Levels: Detailed specifications of the performance standards and metrics that must be met
6. Measurement and Monitoring: Methods and tools used to measure and monitor service performance
7. Reporting Requirements: Frequency, format, and content of performance reports
8. Service Credits and Penalties: Calculations and application of credits or penalties for missing service levels
9. Problem Management: Procedures for identifying, reporting, and resolving service issues
10. Governance: Management structure, meeting schedules, and escalation procedures
11. Term and Termination: Duration of the agreement and conditions for termination
12. General Provisions: Standard legal clauses including notices, amendments, and governing law
1. Disaster Recovery: Procedures and responsibilities in case of major service disruptions - include for critical services
2. Security Requirements: Specific security standards and protocols - include for services involving sensitive data
3. Data Protection: Specific provisions for handling personal or sensitive data - include when data processing is involved
4. Transition Services: Procedures for service transition at start and end of contract - include for complex service arrangements
5. Innovation and Continuous Improvement: Requirements for service enhancement over time - include for long-term strategic partnerships
6. Force Majeure: Provisions for handling events beyond reasonable control - include based on risk assessment
7. Compliance Requirements: Industry-specific regulatory compliance obligations - include for regulated industries
1. Schedule 1 - Service Descriptions: Detailed technical specifications of each service component
2. Schedule 2 - Service Level Specifications: Detailed metrics, thresholds, and measurement methods for each service level
3. Schedule 3 - Pricing and Service Credits: Detailed pricing structure and service credit calculations
4. Schedule 4 - Reporting Templates: Standard formats for regular performance reports
5. Schedule 5 - Escalation Matrix: Contact details and procedures for different levels of issue escalation
6. Schedule 6 - Technical Infrastructure: Details of technical infrastructure supporting the services
7. Appendix A - Performance Calculation Examples: Examples of how service level calculations are performed
8. Appendix B - Incident Classification: Criteria for categorizing different types of service incidents
Authors
Relevant legal definitions
Clauses
Relevant Industries
Information Technology
Telecommunications
Cloud Services
Managed Services
Business Process Outsourcing
Data Center Operations
Healthcare Technology
Financial Services Technology
Manufacturing Technology
Logistics and Supply Chain
Relevant Teams
Legal
Operations
Service Delivery
Vendor Management
Performance Management
Quality Assurance
Compliance
Technical Operations
Contract Administration
Customer Success
Relevant Roles
Chief Technology Officer
Service Delivery Manager
Operations Director
Contract Manager
Performance Analytics Manager
Service Quality Manager
IT Operations Manager
Vendor Management Lead
Compliance Officer
Legal Counsel
Service Level Manager
Business Relationship Manager
Technical Operations Lead
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)