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SLA Banking for Malaysia

SLA Banking Template for Malaysia

A comprehensive Service Level Agreement template designed for banking services in Malaysia, compliant with Bank Negara Malaysia regulations and the Financial Services Act 2013. This document establishes the framework for service delivery standards, performance metrics, and operational requirements between financial institutions and their clients or service providers. It incorporates Malaysian banking sector-specific requirements, including Islamic banking considerations where applicable, data protection compliance, and cybersecurity standards as mandated by Malaysian banking regulations.

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What is a SLA Banking?

This Banking SLA template is essential for establishing and maintaining formal service relationships within Malaysia's banking sector. It is specifically designed to comply with Malaysian banking regulations, including Bank Negara Malaysia's guidelines and the Financial Services Act 2013. The document is typically used when financial institutions need to formalize service arrangements with clients or service providers, ensuring clear performance metrics and service standards. The SLA Banking agreement includes comprehensive coverage of operational requirements, security standards, compliance obligations, and performance measurements, with specific attention to Malaysian regulatory requirements and local banking practices. It addresses both conventional and Islamic banking considerations, making it versatile for various banking service arrangements in the Malaysian context.

What sections should be included in a SLA Banking?

1. Parties: Identification of the contracting parties - the banking service provider and the client

2. Background: Context of the agreement and relationship between parties

3. Definitions: Detailed definitions of terms used throughout the agreement

4. Scope of Services: Comprehensive description of banking services covered under the agreement

5. Service Levels: Detailed performance standards and metrics for each service

6. Performance Monitoring: Methods and frequency of service level measurement and reporting

7. Security Requirements: Data security, confidentiality, and cybersecurity obligations

8. Compliance: Regulatory compliance requirements and obligations

9. Business Continuity: Disaster recovery and business continuity requirements

10. Fees and Payments: Service fees, payment terms, and pricing mechanisms

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

12. Dispute Resolution: Procedures for handling disputes and escalation protocols

13. Liability and Indemnification: Limitations of liability and indemnification provisions

14. General Provisions: Standard boilerplate clauses including governing law, notices, etc.

What sections are optional to include in a SLA Banking?

1. Islamic Banking Compliance: Required when services include Islamic banking products to ensure Shariah compliance

2. Third-Party Service Providers: Include when external vendors or subcontractors are involved in service delivery

3. Currency Exchange Services: Required for international banking services and foreign exchange operations

4. Change Management: Detailed procedures for implementing service or system changes

5. Training and Support: Include when specific training or support services are part of the agreement

6. Data Migration: Required when services include transfer of historical data

7. Regulatory Reporting: Specific reporting requirements for regulated banking services

What schedules should be included in a SLA Banking?

1. Schedule A - Service Descriptions: Detailed technical specifications of each banking service

2. Schedule B - Service Level Metrics: Specific performance indicators and measurement criteria

3. Schedule C - Fee Schedule: Detailed pricing structure and fee calculations

4. Schedule D - Security Protocols: Detailed security requirements and procedures

5. Schedule E - Operational Procedures: Day-to-day operational processes and procedures

6. Schedule F - Contact Matrix: Key personnel and escalation contacts

7. Schedule G - Business Continuity Plan: Detailed disaster recovery and business continuity procedures

8. Appendix 1 - Technical Requirements: Technical specifications for systems and interfaces

9. Appendix 2 - Compliance Checklist: Regulatory compliance requirements and certifications

10. Appendix 3 - Report Templates: Standard formats for performance and compliance reporting

Authors

Alex Denne

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

Jurisdiction

Malaysia

Publisher

Ƶ

Cost

Free to use
Relevant legal definitions














































Clauses



































Relevant Industries

Banking

Financial Services

Financial Technology

Payment Services

Corporate Treasury

Insurance

Asset Management

Investment Banking

Retail Banking

Islamic Banking

Relevant Teams

Legal

Compliance

Operations

Information Technology

Risk Management

Customer Service

Treasury

Contract Management

Quality Assurance

Performance Management

Banking Operations

Service Delivery

Technical Support

Relationship Management

Relevant Roles

Chief Operations Officer

Head of Banking Operations

Compliance Officer

Legal Counsel

Service Delivery Manager

Relationship Manager

IT Director

Risk Manager

Operations Manager

Treasury Manager

Contract Manager

Banking Services Director

Chief Technology Officer

Performance Analytics Manager

Quality Assurance 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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