Service Level Agreement In Bpo Template for Malaysia

1. Transition Services: Procedures for transitioning services from current provider or back to client - include when there's an incumbent provider or specific transition requirements

2. Intellectual Property Rights: Detailed IP provisions - include when software development or creative works are part of the services

3. Change Management: Procedures for implementing changes to services or service levels - include for complex or evolving service requirements

4. Compliance with Specific Regulations: Industry-specific regulatory requirements - include for regulated industries like healthcare or financial services

5. Multi-jurisdiction Services: Provisions for services delivered across multiple countries - include for international operations

6. Third-party Subcontractors: Rules and obligations regarding use of subcontractors - include when subcontracting is anticipated

7. Knowledge Transfer: Requirements for documentation and training - include for complex technical services

8. Innovation and Continuous Improvement: Obligations to propose and implement service improvements - include for long-term strategic partnerships

1. Schedule 1 - Detailed Service Descriptions: Comprehensive description of each service component and delivery requirements

2. Schedule 2 - Service Level Specifications: Detailed metrics, measurement methods, and reporting requirements for each service level

3. Schedule 3 - Pricing and Payment Schedule: Detailed fee structure, calculation methods, and payment terms

4. Schedule 4 - Key Personnel: List of key personnel from both parties, their roles and responsibilities

5. Schedule 5 - Technical Requirements: Infrastructure, system, and technical specifications required for service delivery

6. Schedule 6 - Security Requirements: Detailed security protocols, access controls, and compliance requirements

7. Schedule 7 - Business Continuity Plan: Detailed procedures for disaster recovery and service continuity

8. Schedule 8 - Governance and Reporting: Meeting schedules, reporting formats, and governance procedures

9. Appendix A - Performance Report Templates: Standard templates for various performance and operational reports

10. Appendix B - Escalation Matrix: Contact details and procedures for issue escalation

11. Appendix C - Transition Plan: Detailed plan for service transition and implementation phases