Maintenance Service Level Agreement Template for Malaysia

1. Disaster Recovery: Required for critical systems maintenance, outlining procedures for service continuation during emergencies

2. Security Requirements: Necessary for maintenance services involving sensitive systems or data

3. Personnel Requirements: Important when specific qualifications or security clearances are required for service personnel

4. Intellectual Property Rights: Required when maintenance involves software or proprietary systems

5. Insurance Requirements: Necessary for high-risk maintenance services or regulatory compliance

6. Environmental Compliance: Required for maintenance services with environmental impact

7. Subcontracting: Include when service provider may need to engage subcontractors

8. Training and Knowledge Transfer: Important when customer staff need training on maintained systems

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

2. Schedule B - Service Level Metrics: Specific performance indicators and measurement criteria

3. Schedule C - Fee Schedule: Detailed pricing structure and payment terms

4. Schedule D - Escalation Matrix: Contact details and procedures for issue escalation

5. Schedule E - Equipment List: Inventory of equipment covered under maintenance

6. Schedule F - Maintenance Schedule: Planned maintenance timeline and frequency

7. Appendix 1 - Report Templates: Standard formats for service reports and documentation

8. Appendix 2 - Operating Procedures: Detailed procedures for routine maintenance tasks