The Service Delivery Agreement serves as a crucial legal instrument in Malaysian business operations, designed to formalize and govern the relationship between service providers and their clients. This document is essential when businesses engage external providers for ongoing services, whether in technology, professional services, or operational support. The agreement, structured under Malaysian law, particularly the Contracts Act 1950, provides comprehensive coverage of service specifications, performance metrics, compliance requirements, and risk allocation. It is commonly used in both domestic and international business arrangements where services are delivered within Malaysia's jurisdiction, ensuring clear accountability, service standards, and protection for all parties involved.
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1. Parties: Identification and details of the service provider and service recipient
2. Background: Context of the agreement and brief description of the parties' business relationship
3. Definitions: Definitions of key terms used throughout the agreement
4. Scope of Services: Detailed description of services to be provided
5. Term and Renewal: Duration of the agreement and renewal provisions
6. Service Provider Obligations: Key responsibilities and commitments of the service provider
7. Client Obligations: Key responsibilities and commitments of the client
8. Fees and Payment Terms: Service fees, payment schedule, and related financial terms
9. Service Levels: Performance standards and metrics for service delivery
10. Intellectual Property Rights: Ownership and usage rights of IP created or used in service delivery
11. Confidentiality: Protection and handling of confidential information
12. Data Protection: Compliance with PDPA 2010 and data handling requirements
13. Liability and Indemnification: Limitation of liability and indemnification obligations
14. Termination: Grounds for termination and termination procedures
15. Force Majeure: Provisions for unforeseen circumstances affecting performance
16. Dispute Resolution: Process for resolving disputes between parties
17. Governing Law: Specification of Malaysian law as governing law
18. General Provisions: Boilerplate clauses including notices, assignment, and entire agreement
1. Change Control: Procedures for managing changes to services or agreement terms - include for complex or long-term service arrangements
2. Business Continuity: Disaster recovery and business continuity requirements - include for critical services
3. Insurance: Insurance requirements and coverage - include for high-risk services or when required by industry regulations
4. Compliance with Laws: Specific regulatory compliance obligations - include for regulated industries
5. Security Requirements: IT and physical security requirements - include for technology or sensitive services
6. Personnel Requirements: Specific staffing, qualification, or security clearance requirements - include when service delivery depends on specific personnel
7. Transition Services: Provisions for service transition at start and end of agreement - include for complex service arrangements
8. Audit Rights: Client's rights to audit service provider - include for regulated industries or critical services
1. Schedule 1 - Service Description: Detailed technical specifications and scope of services
2. Schedule 2 - Service Levels and KPIs: Detailed performance metrics, measurement methods, and reporting requirements
3. Schedule 3 - Fee Schedule: Detailed breakdown of fees, rates, and payment terms
4. Schedule 4 - Implementation Plan: Timeline and milestones for service implementation
5. Schedule 5 - Contact Details: Key personnel and escalation contacts for both parties
6. Schedule 6 - Technical Requirements: Technical specifications, systems requirements, and integration details
7. Schedule 7 - Approved Subcontractors: List of approved subcontractors and their roles
8. Appendix A - Service Report Templates: Standard formats for service reporting and documentation
Relevant legal definitions
Clauses
Relevant Industries
Information Technology
Professional Services
Business Process Outsourcing
Healthcare Services
Facilities Management
Engineering Services
Consulting Services
Manufacturing
Telecommunications
Financial Services
Education Services
Logistics and Supply Chain
Relevant Teams
Legal
Operations
Procurement
Compliance
Risk Management
Commercial
Service Delivery
Project Management
Vendor Management
Business Development
Technical Operations
Relevant Roles
Chief Operations Officer
Head of Legal
Procurement Manager
Contract Manager
Service Delivery Manager
Operations Director
Commercial Director
Legal Counsel
Compliance Officer
Project Manager
Account Manager
Business Development Manager
Risk Manager
Technical Operations Manager
Vendor Management Specialist
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