Incident Resolution Time SLA Template for Malaysia

1. Business Continuity: Additional provisions for ensuring service continuity during major incidents or disasters

2. Security Requirements: Specific security measures and compliance requirements, particularly relevant for financial or healthcare sectors

3. Customer Obligations: Specific responsibilities required from the customer to enable effective incident resolution

4. Premium Support Services: Additional support levels available beyond standard SLA commitments

5. Change Management: Procedures for managing changes that might affect the SLA terms

6. Data Protection: Specific provisions for handling sensitive data during incident resolution, particularly relevant if dealing with personal data

7. Third-Party Dependencies: Management of incidents involving third-party vendors or services

1. Schedule A - Service Definitions: Detailed description of all services covered under the SLA

2. Schedule B - Incident Priority Matrix: Detailed criteria for classifying incidents into different priority levels

3. Schedule C - Contact Details: List of key contacts and escalation points for both parties

4. Schedule D - Service Level Targets: Detailed breakdown of all SLA metrics and targets

5. Schedule E - Penalty Calculations: Detailed methodology for calculating penalties or service credits

6. Appendix 1 - Incident Management Procedures: Step-by-step procedures for incident logging, tracking, and resolution

7. Appendix 2 - Report Templates: Standard templates for SLA performance reporting

8. Appendix 3 - Technical Environment: Description of the technical environment covered by the SLA