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Service Level Agreement Between Two Companies
"I need a Service Level Agreement Between Two Companies for cloud hosting and database management services, with 99.9% uptime requirements and strict data protection clauses compliant with Malaysian law, to be effective from March 1, 2025."
1. Parties: Identification and details of the service provider and service recipient companies
2. Background: Context of the agreement and brief description of the services to be provided
3. Definitions: Detailed definitions of technical terms, service metrics, and other key terms used throughout the agreement
4. Service Description: Comprehensive description of services to be provided, including scope and exclusions
5. Service Levels: Specific, measurable performance metrics and standards that the service provider must meet
6. Performance Monitoring: Methods and procedures for measuring and reporting service level performance
7. Service Credits: Calculation and application of credits or rebates for failure to meet service levels
8. Response and Resolution Times: Timeframes for responding to and resolving service issues or requests
9. Provider Obligations: Detailed responsibilities and commitments of the service provider
10. Customer Obligations: Requirements and responsibilities of the customer to enable service delivery
11. Fees and Payment: Pricing, payment terms, and invoicing procedures
12. Term and Termination: Duration of the agreement and circumstances for termination
13. Confidentiality: Protection and handling of confidential information
14. Data Protection: Compliance with PDPA and data handling requirements
15. Dispute Resolution: Procedures for resolving disputes between parties
16. Governing Law: Specification of Malaysian law as governing law and jurisdiction
1. Business Continuity: Required for critical services, detailing disaster recovery and business continuity procedures
2. Security Requirements: Necessary for services involving sensitive data or systems access
3. Change Management: Include when services may require significant modifications during the term
4. Intellectual Property Rights: Required when services involve creation or use of intellectual property
5. Insurance: Include for high-risk services or when significant liability exposure exists
6. Third-Party Contractors: Necessary when subcontractors or third-party service providers are involved
7. Export Control: Required for services involving international data transfers or technology
8. Environmental Compliance: Include for services with environmental impact or sustainability requirements
1. Schedule 1 - Service Descriptions: Detailed technical specifications of each service component
2. Schedule 2 - Service Level Metrics: Detailed performance metrics, measurement methods, and targets
3. Schedule 3 - Fee Schedule: Detailed pricing, payment structures, and service credit calculations
4. Schedule 4 - Escalation Matrix: Contact details and procedures for issue escalation
5. Schedule 5 - Technical Requirements: Technical specifications, systems requirements, and infrastructure details
6. Schedule 6 - Implementation Plan: Timeline and milestones for service implementation
7. Appendix A - Report Templates: Standard formats for performance reports and service level monitoring
8. Appendix B - Security Protocols: Detailed security procedures and requirements
Authors
Service Hours
Business Day
Confidential Information
Customer
Service Provider
Services
Service Levels
Service Credits
Response Time
Resolution Time
Performance Metrics
Monthly Fee
Service Report
Critical Incident
Major Incident
Minor Incident
Scheduled Maintenance
Emergency Maintenance
Service Availability
System
Authorized Representative
Commencement Date
Contract Year
Documentation
Intellectual Property Rights
Service Location
Performance Standards
Quality Standards
Review Meeting
Service Failure
Support Services
Technical Specifications
Term
Territory
Upgrade
User
Working Hours
Force Majeure Event
Implementation Plan
Key Performance Indicators
Maintenance Window
Personal Data
Security Requirements
Service Interface
Service Modification
Termination Date
Transition Period
Uptime Percentage
Service Scope
Service Levels
Performance Standards
Monitoring and Reporting
Service Credits
Fees and Payment
Term and Renewal
Termination
Confidentiality
Data Protection
Intellectual Property
Warranties
Liability
Force Majeure
Insurance
Dispute Resolution
Governing Law
Assignment
Subcontracting
Notice
Entire Agreement
Amendment
Severability
Waiver
Security Requirements
Business Continuity
Disaster Recovery
Compliance
Audit Rights
Personnel
Change Management
Service Transition
Escalation Procedures
Information Technology
Telecommunications
Business Process Outsourcing
Facilities Management
Cloud Services
Professional Services
Manufacturing
Healthcare Services
Financial Services
Logistics and Supply Chain
Security Services
Infrastructure Services
Legal
Operations
Service Delivery
Compliance
Information Technology
Quality Assurance
Contract Management
Procurement
Risk Management
Commercial
Technical Support
Account Management
Chief Operations Officer
Service Delivery Manager
Contract Manager
Legal Counsel
Operations Director
Technical Services Manager
Quality Assurance Manager
Compliance Officer
Account Manager
Procurement Manager
IT Director
Chief Technology Officer
Risk Manager
Commercial Director
Business Development Manager
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