High Availability SLA Template for Malaysia

1. Data Protection: Detailed data handling requirements - include when personal data is processed

2. Disaster Recovery: Specific disaster recovery procedures - include for critical systems

3. Security Requirements: Detailed security protocols - include for sensitive operations

4. Change Management: Procedures for service changes - include for complex technical services

5. Customer Obligations: Customer responsibilities - include when customer input significantly affects service levels

6. Compliance Requirements: Industry-specific compliance obligations - include for regulated industries

7. Multi-vendor Management: Coordination with other service providers - include when multiple vendors are involved

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

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

3. Schedule 3 - Technical Infrastructure: Description of technical infrastructure and architecture

4. Schedule 4 - Operational Procedures: Detailed procedures for routine operations and maintenance

5. Schedule 5 - Escalation Matrix: Contact details and escalation procedures for various scenarios

6. Schedule 6 - Report Templates: Templates for various required service reports

7. Appendix A - Service Level Measurement Tools: Description of tools and methods used for measuring service levels

8. Appendix B - Historical Performance Baseline: Baseline performance metrics for reference