The Service Level Agreement For Software Development is a crucial contract template designed for use in the Malaysian market, where technology service agreements must comply with specific local regulations and business practices. This document is essential when establishing a formal relationship between a software development service provider and a client organization, defining the scope, quality standards, and delivery expectations for software development projects. It includes comprehensive service level metrics, performance indicators, and compliance requirements specific to Malaysian law, particularly addressing aspects of the Contracts Act 1950, Digital Signature Act 1997, and Personal Data Protection Act 2010. The agreement is structured to protect both parties' interests while ensuring clear accountability and measurable outcomes in software development engagements.
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1. Parties: Identification and details of the service provider and client organization
2. Background: Context of the agreement and brief description of the software development project
3. Definitions: Detailed definitions of technical and legal terms used throughout the agreement
4. Scope of Services: Detailed description of the software development services to be provided
5. Service Level Metrics: Specific, measurable performance indicators and quality standards
6. Response and Resolution Times: Timeframes for addressing different types of issues and service requests
7. Service Provider Responsibilities: Detailed obligations of the development team including delivery, maintenance, and support
8. Client Responsibilities: Client obligations including providing access, information, and timely approvals
9. Performance Monitoring: Methods and tools for measuring and reporting service level performance
10. Intellectual Property Rights: Ownership and licensing of developed software and related materials
11. Data Protection and Security: Measures for protecting data and maintaining security standards
12. Fees and Payment Terms: Pricing structure, payment schedule, and related financial terms
13. Term and Termination: Duration of agreement and conditions for termination
14. Dispute Resolution: Procedures for handling disagreements and conflicts
15. General Provisions: Standard legal clauses including governing law, notices, and amendments
1. Hardware Requirements: Specific hardware requirements when the software development requires particular infrastructure or equipment
2. Third-Party Integrations: Terms relating to integration with third-party systems or services, when applicable
3. Change Management: Procedures for handling change requests and modifications to the scope
4. Disaster Recovery: Procedures for handling major system failures or disasters, particularly relevant for critical systems
5. Training Services: Terms regarding training provision when user training is part of the scope
6. Source Code Escrow: Terms for source code escrow arrangements when required for risk management
7. Service Credits: Financial compensation structure for service level failures, if applicable
8. Acceptance Testing: Detailed procedures for testing and accepting deliverables, when formal testing is required
1. Schedule A - Technical Specifications: Detailed technical requirements and specifications for the software
2. Schedule B - Service Level Metrics Details: Comprehensive breakdown of all service level metrics and measurement methods
3. Schedule C - Fee Schedule: Detailed breakdown of all fees, charges, and payment terms
4. Schedule D - Support and Maintenance Procedures: Detailed procedures for ongoing support and maintenance services
5. Schedule E - Security Requirements: Specific security standards and requirements to be maintained
6. Schedule F - Change Request Template: Standard template and procedures for requesting changes
7. Appendix 1 - Contact Details: List of key contacts and escalation procedures
8. Appendix 2 - Reporting Templates: Standard templates for performance and status reporting
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