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This Data Center Service Level Agreement is essential for organizations requiring professional data center services in Malaysia. It establishes the contractual framework for providing and maintaining data center services while ensuring compliance with Malaysian regulations, including the Personal Data Protection Act 2010 and Communications and Multimedia Act 1998. The document is typically used when an organization needs to outsource its data center operations or establish clear service metrics for internal data center services. It covers critical aspects such as uptime guarantees, security measures, performance metrics, incident response procedures, and compliance requirements. The agreement should be customized based on specific service requirements while maintaining alignment with Malaysian legal standards and industry best practices.

1. Parties: Identification of the data center service provider and the client, including registered addresses and company details

2. Background: Context of the agreement, brief description of the services, and purpose of the arrangement

3. Definitions: Detailed definitions of technical terms, service metrics, and other key terms used throughout the agreement

4. Services Overview: High-level description of data center services, facility specifications, and basic service commitments

5. Service Level Specifications: Detailed metrics for uptime, performance, response times, and other measurable service levels

6. Security Requirements: Physical and digital security measures, access controls, and compliance with Malaysian data protection laws

7. Operational Procedures: Day-to-day operations, maintenance windows, change management, and incident response procedures

8. Performance Monitoring: Monitoring mechanisms, reporting requirements, and audit rights

9. Service Credits: Compensation scheme for service level failures and calculation methods

10. Customer Obligations: Client responsibilities, acceptable use policies, and compliance requirements

11. Fees and Payment: Pricing structure, payment terms, and billing procedures

12. Term and Termination: Contract duration, renewal terms, and termination conditions

13. Liability and Indemnification: Limitation of liability, indemnification obligations, and risk allocation

14. Force Majeure: Circumstances excusing performance and related procedures

15. Confidentiality: Protection of confidential information and trade secrets

16. Dispute Resolution: Process for resolving disputes, governing law, and jurisdiction

17. General Provisions: Standard boilerplate clauses including notices, amendments, and assignment