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Delivery SLA

Delivery SLA Template for Malaysia

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Key Requirements PROMPT example:

Delivery SLA

"I need a Delivery SLA for my e-commerce business that will guarantee same-day delivery within Kuala Lumpur and next-day delivery to other major Malaysian cities, with specific performance metrics for time-sensitive fashion items starting January 2025."

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Document background
The Delivery SLA serves as a critical operational agreement for businesses requiring reliable logistics services in Malaysia. This document is essential when establishing a formal delivery service relationship between a logistics provider and a customer, particularly in industries with time-sensitive or high-value deliveries. The agreement comprehensively covers service standards, operational procedures, and performance metrics while ensuring compliance with Malaysian regulations, including the Contracts Act 1950 and Logistics and Trade Facilitation Act 2017. It's particularly relevant for e-commerce operations, retail distribution, and supply chain management, where consistent delivery performance is crucial for business success.
Suggested Sections

1. Parties: Identification of the service provider and customer, including full legal names and registered addresses

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

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

4. Scope of Services: Detailed description of delivery services covered under the agreement

5. Service Levels: Core service level commitments including delivery timeframes, success rates, and quality standards

6. Performance Measurement: Methods and frequency of measuring and reporting service performance

7. Service Credits and Penalties: Compensation mechanism for service level failures

8. Operational Requirements: Day-to-day operational procedures, including ordering, tracking, and handling

9. Customer Obligations: Requirements and responsibilities of the customer

10. Communication and Reporting: Communication protocols, reporting requirements, and escalation procedures

11. Force Majeure: Circumstances beyond reasonable control affecting service delivery

12. Term and Termination: Duration of agreement and termination provisions

13. General Provisions: Standard legal clauses including governing law, notices, and amendments

Optional Sections

1. Insurance Requirements: Detailed insurance obligations - include when high-value items are being delivered

2. Security Measures: Special security requirements - include for valuable or sensitive deliveries

3. International Shipping: Cross-border delivery terms - include when international deliveries are part of the service

4. Dangerous Goods Handling: Special procedures for hazardous materials - include when applicable

5. Technology Integration: API and system integration requirements - include when technical integration is needed

6. Environmental Standards: Green delivery requirements - include when environmental compliance is a priority

7. Subcontractor Requirements: Rules for subcontractor use - include when subcontractors will be involved

Suggested Schedules

1. Schedule 1 - Service Level Metrics: Detailed breakdown of all service level targets and measurement methodologies

2. Schedule 2 - Pricing and Service Credits: Detailed pricing structure and service credit calculations

3. Schedule 3 - Operational Procedures: Detailed operational processes, including pickup, delivery, and handling procedures

4. Schedule 4 - Reporting Templates: Standard formats for performance reports and other required documentation

5. Schedule 5 - Contact Details: Key contacts and escalation matrix for both parties

6. Schedule 6 - Geographic Coverage: Detailed coverage areas and any location-specific service levels

7. Appendix A - Technical Specifications: Technical requirements for any systems integration or electronic communications

8. Appendix B - Emergency Procedures: Procedures for handling emergency situations and service disruptions

Authors

Alex Denne

Head of Growth (Open Source Law) @ tiktok³ÉÈË°æ | 3 x UCL-Certified in Contract Law & Drafting | 4+ Years Managing 1M+ Legal Documents | Serial Founder & Legal AI Author

alex.den.21@genieai.co
Relevant legal definitions






























Clauses






























Relevant Industries

Logistics and Transportation

E-commerce

Retail

Manufacturing

Healthcare and Pharmaceuticals

Food and Beverage

Technology

Automotive

Fast-Moving Consumer Goods (FMCG)

Industrial and Engineering

Relevant Teams

Legal

Operations

Supply Chain

Procurement

Commercial

Logistics

Quality Assurance

Customer Service

Distribution

Contract Management

Risk Management

Relevant Roles

Logistics Manager

Supply Chain Director

Operations Manager

Contract Manager

Procurement Manager

Legal Counsel

Commercial Director

Distribution Manager

E-commerce Operations Manager

Fleet Manager

Quality Assurance Manager

Business Development Manager

Customer Service Manager

Industries







Teams

Employer, Employee, Start Date, Job Title, Department, Location, Probationary Period, Notice Period, Salary, Overtime, Vacation Pay, Statutory Holidays, Benefits, Bonus, Expenses, Working Hours, Rest Breaks,  Leaves of Absence, Confidentiality, Intellectual Property, Non-Solicitation, Non-Competition, Code of Conduct, Termination,  Severance Pay, Governing Law, Entire Agreemen

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