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SLA Uptime for Malaysia

SLA Uptime Template for Malaysia

This document is a Service Level Agreement (SLA) focusing specifically on uptime commitments, governed by Malaysian law. It establishes the guaranteed levels of service availability, measurement methodologies, and compensation mechanisms for service interruptions. The agreement incorporates Malaysian legal requirements, including compliance with the Electronic Commerce Act 2006 and Consumer Protection Act 1999, while defining clear metrics for service availability, monitoring procedures, and remedies for service level breaches. It serves as a legally binding commitment between service providers and their clients, ensuring transparency and accountability in service delivery.

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What is a SLA Uptime?

This SLA Uptime agreement is designed for use in the Malaysian jurisdiction when establishing formal service availability commitments between service providers and their clients. The document is particularly relevant when providing critical digital services, cloud infrastructure, or platform solutions where system availability is essential to the client's operations. It includes detailed specifications for measuring and monitoring uptime, defines acceptable downtime parameters, and establishes clear remedies for breach of service levels. The agreement complies with Malaysian electronic commerce and consumer protection legislation while incorporating international best practices for service level management. This type of agreement is essential when clients require guaranteed system availability and clear accountability for service performance.

What sections should be included in a SLA Uptime?

1. Parties: Identifies and provides details of the service provider and customer entering into the agreement

2. Background: Outlines the context and purpose of the agreement, including the nature of services being provided

3. Definitions: Defines key terms used throughout the agreement, including technical terminology specific to uptime and service levels

4. Service Levels: Specifies the guaranteed uptime percentage and service availability commitments

5. Measurement and Monitoring: Details how uptime will be measured, monitored, and reported

6. Exclusions: Specifies planned maintenance windows and circumstances not counted as downtime

7. Service Credits: Defines compensation or credits provided for failure to meet service levels

8. Reporting: Outlines the frequency and format of service level performance reports

9. Problem Resolution: Details the process for addressing and resolving service issues

10. Term and Termination: Specifies the duration of the agreement and conditions for termination

11. General Provisions: Standard legal clauses including governing law, notices, and entire agreement

What sections are optional to include in a SLA Uptime?

1. Disaster Recovery: Details disaster recovery procedures and commitments when required for critical services

2. Security Requirements: Specifies security standards and protocols when handling sensitive data

3. Change Management: Outlines procedures for implementing changes to services or service levels when flexibility is needed

4. Customer Obligations: Defines customer responsibilities when specific customer actions are required for service delivery

5. Premium Support: Details enhanced support options when offering tiered service levels

6. Data Processing: Includes data handling requirements when personal or sensitive data is involved

What schedules should be included in a SLA Uptime?

1. Schedule 1 - Service Level Specifications: Detailed technical specifications of service levels and measurement methodologies

2. Schedule 2 - Service Credit Calculations: Detailed formulas and examples for calculating service credits

3. Schedule 3 - Support Procedures: Detailed support processes, contact information, and escalation procedures

4. Schedule 4 - Technical Requirements: Technical specifications and requirements for service delivery

5. Schedule 5 - Service Level Reports: Templates and examples of service level reports

6. Appendix A - Incident Classification: Definitions and categories of various incident types and their priority levels

Authors

Alex Denne

Head of Growth (Open Source Law) @ Genie AI | 3 x UCL-Certified in Contract Law & Drafting | 4+ Years Managing 1M+ Legal Documents | Serial Founder & Legal AI Author

Jurisdiction

Malaysia

Publisher

Genie AI

Cost

Free to use
Relevant legal definitions

























Clauses

























Relevant Industries

Information Technology

Cloud Services

Telecommunications

E-commerce

Financial Services

Healthcare Technology

Enterprise Software

Data Center Services

Digital Infrastructure

Managed Services

SaaS (Software as a Service)

PaaS (Platform as a Service)

Relevant Teams

Legal

Information Technology

Operations

Service Delivery

Infrastructure

Cloud Services

Vendor Management

Risk Management

Technical Support

Solutions Architecture

Contract Management

Relevant Roles

Chief Technology Officer

IT Director

Service Delivery Manager

Operations Manager

Legal Counsel

Contract Manager

System Administrator

Infrastructure Manager

Cloud Services Manager

Technical Account Manager

Procurement Manager

Vendor Management Specialist

Solutions Architect

Service Level Manager

Risk Management Officer

Industries






Teams

Employer, Employee, Start Date, Job Title, Department, Location, Probationary Period, Notice Period, Salary, Overtime, Vacation Pay, Statutory Holidays, Benefits, Bonus, Expenses, Working Hours, Rest Breaks,  Leaves of Absence, Confidentiality, Intellectual Property, Non-Solicitation, Non-Competition, Code of Conduct, Termination,  Severance Pay, Governing Law, Entire Agreemen

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