This Site SLA template is designed for use in Malaysia when establishing formal service arrangements for specific locations or facilities. The agreement is particularly relevant when a service provider needs to maintain, operate, or manage services at a designated site with measurable performance standards. The document incorporates Malaysian legal requirements and business practices, ensuring compliance with local regulations while providing a comprehensive framework for service delivery. This SLA Site contract includes detailed service specifications, performance metrics, site access protocols, security requirements, and remedy mechanisms, making it suitable for various facility types and service arrangements under Malaysian jurisdiction.
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1. Parties: Identification of service provider and customer, including registered addresses and company details
2. Background: Context of the agreement and brief description of the services to be provided
3. Definitions: Definitions of technical terms, service metrics, and other key terms used in the agreement
4. Service Scope: Detailed description of services to be provided at the site
5. Service Levels: Specific performance metrics, targets, and measurement criteria
6. Site Access and Security: Rules and procedures for accessing the site, security protocols, and access hours
7. Performance Monitoring: Methods and frequency of service level measurement and reporting
8. Service Credits and Penalties: Compensation mechanism for service level failures
9. Responsibilities: Detailed obligations of both parties
10. Personnel Requirements: Qualifications, training, and conduct requirements for on-site staff
11. Payment Terms: Pricing, payment schedule, and related financial terms
12. Term and Termination: Duration of agreement and termination provisions
13. Liability and Indemnification: Risk allocation between parties and insurance requirements
14. Force Majeure: Provisions for handling events beyond parties' control
15. Governing Law: Specification of Malaysian law as governing law and jurisdiction
1. Data Protection: Required if services involve processing personal data under Malaysian PDPA
2. Environmental Compliance: Required for services with environmental impact or hazardous materials
3. Business Continuity: Optional section for critical services requiring disaster recovery planning
4. Technology Requirements: Required if services involve specific technical systems or software
5. Transition Services: Optional section for complex services requiring detailed exit planning
6. Intellectual Property: Required if services involve creation or use of intellectual property
7. Subcontracting: Required if service provider may use subcontractors
8. Change Management: Optional section for services requiring frequent modifications
1. Schedule 1 - Service Descriptions: Detailed technical specifications of services
2. Schedule 2 - Service Levels and KPIs: Detailed metrics, measurement methods, and targets
3. Schedule 3 - Pricing and Payment: Detailed fee structure, rates, and payment terms
4. Schedule 4 - Site Details: Site location, layout, access points, and specific requirements
5. Schedule 5 - Personnel: Staff qualifications, training requirements, and key personnel
6. Schedule 6 - Reports: Reporting templates and requirements
7. Schedule 7 - Escalation Procedures: Contact details and procedures for issue escalation
8. Appendix A - Security Procedures: Detailed security protocols and requirements
9. Appendix B - Health and Safety Requirements: Site-specific health and safety procedures
10. Appendix C - Emergency Procedures: Emergency response and contact procedures
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