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.
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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.
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
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
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
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