Service Level Agreement (SLA)

Effective Date: [Insert Effective Date]

Parties:

  • Service Provider: SLV Group Sdn. Bhd. ("SLV Group", "we", "us", or "our")
  • Client: [Insert Client Name] ("Client", "you", or "your")

1. Purpose

This SLA outlines the general terms and conditions under which SLV Group will provide services to the Client. Specific details, including deliverables, timelines, and responsibilities, will be defined in the final Service Agreement signed between SLV Group and the Client.

2. Scope of Services

SLV Group agrees to provide the following services:

  • AI Automation Solutions: Deployment and management of AI-powered tools to enhance business processes.
  • ERP Systems: Implementation and customization of Enterprise Resource Planning systems to streamline operations.
  • Digital Transformation Services: Consulting and execution of strategies to digitize and modernize business workflows.

Note: The exact scope of services will be detailed in the signed Service Agreement.

3. Service Availability

  • Standard Support Hours: Monday to Friday, 9:00 AM to 6:00 PM (Malaysia Time), excluding public holidays.
  • After-Hours Support: Available upon prior arrangement and may be subject to additional charges.

4. Performance Metrics

SLV Group commits to the following performance standards:

  • System Uptime: 99.9% monthly uptime for hosted services.
  • Incident Response Time:
    • Critical Issues: Response within 1 hour; resolution within 4 hours.
    • High Priority: Response within 4 hours; resolution within 8 hours.
    • Medium Priority: Response within 8 hours; resolution within 24 hours.
    • Low Priority: Response within 24 hours; resolution within 72 hours.

Note: Specific performance metrics and service levels will be defined in the signed Service Agreement.

5. Client Responsibilities

The Client agrees to:

  • Provide accurate and complete information necessary for the provision of services.
  • Cooperate with SLV Group by providing timely feedback and approvals.
  • Ensure that their use of the services complies with all applicable laws and regulations.

6. Fees and Payment

  • Fees: Fees for services will be detailed in the signed Service Agreement.
  • Payment Terms: Invoices are payable within 7 calendar days from the date of issuance ("Net 7").
  • Taxes: All fees are exclusive of applicable taxes, including the Malaysian Service Tax (SST) of 8%, which will be added to the invoice as required by law.
  • Late Payment: Payments received after the 7-day term may incur a late fee of 1.5% per month on the outstanding balance. Persistent delays may result in service suspension until the account is settled.

7. Confidentiality

Both parties agree to maintain the confidentiality of proprietary information disclosed during the course of the engagement and to use such information only for purposes related to this Agreement.

8. Data Protection

SLV Group will process personal data in accordance with applicable data protection laws and our Privacy Policy. We implement appropriate technical and organizational measures to protect personal data against unauthorized or unlawful processing and against accidental loss, destruction, or damage.

9. Warranties and Disclaimers

SLV Group warrants that it will perform services in a professional and workmanlike manner. Except as expressly provided in this Agreement, the services are provided "as is" and SLV Group disclaims all other warranties, express or implied.

10. Limitation of Liability

To the maximum extent permitted by law, SLV Group's liability for any claim arising under this Agreement is limited to the amount paid by the Client for the services in the [Insert Timeframe] preceding the claim. SLV Group is not liable for any indirect, incidental, or consequential damages.

11. Term and Termination

  • Term: This Agreement commences on the Effective Date and continues until terminated by either party.
  • Termination: Either party may terminate this Agreement with [Insert Number] days' written notice. Upon termination, the Client will pay for all services rendered up to the termination date.

12. Governing Law

This Agreement is governed by the laws of Malaysia. Any disputes arising under this Agreement will be subject to the exclusive jurisdiction of the courts of Malaysia.

13. Amendments

SLV Group may amend this Agreement from time to time. We will provide the Client with notice of any material changes. The Client's continued use of the services after such notice constitutes acceptance of the amended terms.

14. Entire Agreement

This Agreement constitutes the entire agreement between the Client and SLV Group regarding the services and supersedes all prior agreements and understandings.

Note: Specific terms and conditions, including detailed service descriptions, responsibilities, and other obligations, will be outlined in the final Service Agreement signed between SLV Group and the Client.

Contact Information:

SLV Group Sdn. Bhd.