The Service Level Agreement Between Departments is designed for organizations operating in Malaysia that need to formalize and standardize internal service delivery relationships. This document becomes necessary when departments within an organization need to establish clear expectations, performance metrics, and accountability measures for internal services. It incorporates Malaysian legal requirements while addressing practical operational needs such as service specifications, performance standards, reporting requirements, and governance mechanisms. The agreement is particularly valuable for large organizations with complex internal service relationships, helping to prevent misunderstandings and ensure consistent service quality across departments. The document structure allows for customization based on specific departmental needs while maintaining compliance with Malaysian corporate governance standards and relevant regulations.
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1. Parties: Identification of the service provider department and recipient department
2. Background: Context of the agreement and relationship between departments
3. Definitions: Definitions of key terms used throughout the agreement
4. Scope of Services: Detailed description of services to be provided
5. Service Levels and Performance Metrics: Specific, measurable performance standards and KPIs
6. Roles and Responsibilities: Clear delineation of each department's duties and obligations
7. Operating Hours and Service Availability: Specified times during which services will be provided
8. Reporting and Review: Regular reporting requirements and review procedures
9. Issue Management and Escalation: Process for handling service issues and escalation procedures
10. Term and Termination: Duration of the agreement and termination provisions
11. Governance: Overall management structure and decision-making processes
1. Data Protection and Security: Specific provisions for handling sensitive data, required if personal or confidential data is involved
2. Business Continuity: Procedures for maintaining service during disruptions, important for critical services
3. Resource Management: Details of resource allocation and management, needed for resource-intensive services
4. Training and Knowledge Transfer: Requirements for staff training and knowledge sharing, relevant for complex services
5. Cost Allocation: Internal charging or cost-sharing arrangements, if applicable
6. Compliance Requirements: Specific regulatory or policy compliance requirements, if services are regulated
7. Change Management: Procedures for implementing service changes, important for evolving services
1. Schedule 1 - Service Specifications: Detailed technical specifications of services
2. Schedule 2 - Performance Metrics and KPIs: Detailed measurement criteria and targets
3. Schedule 3 - Operating Procedures: Day-to-day operational procedures and workflows
4. Schedule 4 - Contact Details and Escalation Matrix: Key personnel and escalation hierarchy
5. Schedule 5 - Reports and Documentation: Templates and examples of required reports
6. Schedule 6 - Service Level Penalties or Incentives: Consequences of performance variations
7. Appendix A - Glossary of Technical Terms: Detailed explanation of technical terminology
8. Appendix B - Related Policies and Procedures: Reference to relevant internal policies
Authors
Relevant legal definitions
Clauses
Relevant Industries
Financial Services
Healthcare
Manufacturing
Technology
Telecommunications
Education
Government
Retail
Professional Services
Energy
Transportation
Construction
Relevant Teams
Operations
Legal
Compliance
Quality Assurance
Service Delivery
Process Improvement
Internal Audit
Risk Management
Corporate Services
Finance
Human Resources
Information Technology
Customer Support
Facilities Management
Business Analysis
Relevant Roles
Department Head
Operations Manager
Service Delivery Manager
Quality Assurance Manager
Compliance Officer
Legal Counsel
Process Improvement Specialist
Business Analyst
Department Director
Chief Operating Officer
Performance Manager
Project Manager
Risk Manager
Internal Audit Manager
Corporate Services Manager
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