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The Service License Agreement (SLA) is a critical document used to establish and maintain clear service expectations and performance standards between service providers and their customers in Malaysia. This agreement type is particularly relevant when providing ongoing services that require specific performance metrics, quality standards, and service level commitments. The SLA encompasses essential elements such as service definitions, performance metrics, support levels, and remedies for service failures, all while ensuring compliance with Malaysian legal requirements including the Contracts Act 1950, Personal Data Protection Act 2010, and other relevant legislation. It is commonly used in technology services, managed services, professional services, and other sectors where service quality and performance measurement are crucial to the business relationship.
