Customer Service Level Agreement Template for Malaysia

1. Data Protection and Privacy: Detailed provisions for handling personal data, required if service involves data processing

2. Disaster Recovery: Procedures for service continuity in emergency situations, important for critical services

3. Security Requirements: Specific security standards and protocols, necessary for services handling sensitive information

4. Change Management: Procedures for implementing service or requirement changes, useful for complex or long-term agreements

5. Subcontractor Management: Rules regarding use of subcontractors, needed if service provider uses third parties

6. Industry-Specific Compliance: Additional compliance requirements for regulated industries

7. Service Level Review: Procedures for periodic review and adjustment of service levels, useful for long-term agreements

1. Schedule 1 - Service Specifications: Detailed technical specifications of services

2. Schedule 2 - Service Level Metrics: Detailed performance metrics, measurement methods, and thresholds

3. Schedule 3 - Fee Schedule: Pricing, payment terms, and service credit calculations

4. Schedule 4 - Escalation Matrix: Contact details and escalation procedures for various scenarios

5. Schedule 5 - Report Templates: Standard formats for service level reporting

6. Schedule 6 - Technical Requirements: Customer technical requirements and specifications

7. Appendix A - Service Request Procedures: Detailed procedures for requesting services or support

8. Appendix B - Incident Classification: Categories of incidents and corresponding response requirements