Ecommerce SLA Template for Malaysia

1. Change Management: Procedures for requesting and implementing service changes - include for complex e-commerce systems

2. Service Credits: Compensation mechanism for service level failures - include when specific performance guarantees are required

3. Third-Party Integration: Terms governing integration with third-party services - include when external services are part of the solution

4. Intellectual Property Rights: Detailed IP provisions - include when custom development or specific IP rights need protection

5. Training and Documentation: Requirements for user training and system documentation - include for complex systems requiring user training

6. Compliance with Industry Standards: Specific industry standards compliance requirements - include for regulated industries

7. Multi-jurisdiction Operations: Special provisions for cross-border operations - include when operating across multiple countries

1. Schedule 1 - Service Level Metrics: Detailed technical specifications of service levels and performance metrics

2. Schedule 2 - Fee Schedule: Detailed breakdown of all fees, charges, and payment terms

3. Schedule 3 - Support Procedures: Detailed procedures for accessing and utilizing support services

4. Schedule 4 - Security Requirements: Specific security protocols and requirements for data protection

5. Schedule 5 - Implementation Plan: Timeline and milestones for service implementation

6. Appendix A - Technical Specifications: Detailed technical requirements and system specifications

7. Appendix B - Contact Details: List of key contacts and escalation procedures

8. Appendix C - Report Templates: Standard templates for performance and incident reporting