This SLA for Problem Management is designed for use in the Malaysian business environment where organizations require structured approaches to managing and resolving technical and operational issues. The document is particularly relevant when establishing formal service relationships between IT service providers and their clients, ensuring clear accountability and measurable performance standards. It incorporates requirements under Malaysian legislation, including the Contracts Act 1950, Personal Data Protection Act 2010, and relevant IT laws. The agreement is essential for organizations seeking to maintain high service quality standards and effective problem resolution processes, typically used in scenarios where systematic problem identification, tracking, and resolution are critical to business operations. This SLA sets out detailed service levels, response times, escalation procedures, and performance metrics, along with mechanisms for monitoring and reporting.
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1. Parties: Identification of the service provider and customer, including their registered addresses and company details
2. Background: Context of the agreement and brief description of the services to be provided
3. Definitions: Detailed definitions of technical terms, service levels, and key concepts used throughout the agreement
4. Service Scope: Detailed description of the problem management services covered under the agreement
5. Problem Management Process: Step-by-step procedures for problem identification, logging, classification, and resolution
6. Service Levels: Specific performance metrics, response times, and resolution targets for different problem categories
7. Roles and Responsibilities: Clear delineation of responsibilities between service provider and customer
8. Reporting and Communication: Requirements for regular reporting, status updates, and communication protocols
9. Performance Monitoring: Methods and tools used to monitor and measure service performance
10. Escalation Procedures: Clear escalation paths and timeframes for unresolved problems
11. Service Credits and Penalties: Compensation mechanism for service level breaches
12. Term and Termination: Duration of the agreement and conditions for termination
13. Data Protection and Security: Measures for protecting customer data in compliance with Malaysian law
14. Governing Law and Jurisdiction: Specification of Malaysian law as governing law and jurisdiction for disputes
1. Business Continuity: Procedures for maintaining service during major incidents or disasters - include if critical services are involved
2. Knowledge Management: Processes for capturing and sharing problem resolution information - include for complex technical services
3. Integration with Other Services: Procedures for coordinating with other service providers or internal teams - include if multiple service providers are involved
4. Training and Knowledge Transfer: Requirements for training customer staff - include if knowledge transfer is part of the service
5. Innovation and Continuous Improvement: Processes for service improvement and innovation - include for long-term strategic partnerships
6. Compliance Requirements: Specific regulatory compliance requirements - include if operating in regulated industries
1. Schedule 1: Service Level Targets: Detailed metrics and targets for each service level category
2. Schedule 2: Problem Categories and Priorities: Detailed definitions of problem categories and priority levels
3. Schedule 3: Rate Card: Pricing for different service levels and additional services
4. Schedule 4: Contact Matrix: Contact details for key personnel and escalation points
5. Schedule 5: Technical Requirements: Specific technical requirements and specifications
6. Schedule 6: Reporting Templates: Standard templates for service reports and communications
7. Appendix A: Problem Management Procedures: Detailed operational procedures and workflows
8. Appendix B: Service Credit Calculations: Detailed methodology for calculating service credits
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