Application Support SLA Template for Malaysia

1. Transition Services: Required when there is a need to transition from existing support arrangements or providers

2. Disaster Recovery: Include when specific disaster recovery and business continuity requirements are needed

3. Security Requirements: Detailed security provisions when handling sensitive data or high-security applications

4. Change Management: Include when formal change control procedures are required for application modifications

5. Knowledge Transfer: Required when specific knowledge transfer or documentation requirements exist

6. Staff Requirements: Include when specific staffing levels, qualifications, or security clearances are required

7. Third-Party Dependencies: Include when the support services depend on third-party products or services

8. Data Protection: Extended data protection provisions when processing personal or sensitive data

1. Schedule 1 - Service Level Specifications: Detailed breakdown of service levels, metrics, and measurement methods

2. Schedule 2 - Fee Schedule: Detailed pricing, payment terms, and service credit calculations

3. Schedule 3 - Supported Applications: List and specifications of all applications covered under the agreement

4. Schedule 4 - Technical Support Procedures: Detailed support procedures, including contact details and escalation matrices

5. Schedule 5 - Service Reports: Templates and specifications for service performance reports

6. Appendix A - Contact Information: Key contacts for both parties, including technical and management escalation points

7. Appendix B - Security Policies: Applicable security policies and procedures

8. Appendix C - Service Request Form Templates: Standard forms for service requests and incident reporting