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The Service Level Agreement Website is a critical document used in Malaysia when establishing a formal relationship between a website service provider and a client organization. This agreement is essential when a business requires professional website hosting, maintenance, and support services with specific performance guarantees. The document is structured to comply with Malaysian legislation, including the Communications and Multimedia Act 1998 and Personal Data Protection Act 2010, while incorporating international best practices for digital service delivery. It becomes particularly important when organizations need to ensure consistent website performance, define clear service expectations, and establish accountability measures. The SLA typically includes detailed performance metrics, support procedures, security requirements, and remedy mechanisms for service failures.

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

2. Background: Context of the agreement, including brief description of the website services to be provided

3. Definitions: Detailed definitions of technical terms, service-related terminology, and other key concepts used in the agreement

4. Service Description: Detailed description of the website services, including hosting, maintenance, and support services

5. Service Levels: Specific performance metrics, including uptime guarantees, response times, and maintenance windows

6. Performance Monitoring: Methods and tools used to measure and report service levels

7. Support Services: Details of technical support, including hours of operation, contact methods, and response times

8. Security Requirements: Security measures, data protection protocols, and compliance requirements

9. Data Protection: Obligations under PDPA 2010 and data handling procedures

10. Fees and Payment: Service fees, payment terms, and billing procedures

11. Term and Termination: Duration of agreement, renewal terms, and termination conditions

12. Liability and Indemnities: Limitations of liability and indemnification obligations

13. Force Majeure: Provisions for unforeseen circumstances and service interruptions

14. Governing Law: Specification of Malaysian law as governing law and jurisdiction