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1. Parties: Identification of the service provider and customer, including full legal names and registration details
2. Background: Context of the agreement and brief description of the ticket service being provided
3. Definitions: Detailed definitions of technical terms, service metrics, and key concepts used throughout the agreement
4. Service Description: Comprehensive description of the ticket management services being provided
5. Service Level Metrics: Specific, measurable performance indicators including response times, resolution times, and availability
6. Monitoring and Reporting: Methods and frequency of service level measurement and reporting
7. Performance Management: Procedures for tracking and managing service performance
8. Support Services: Details of support channels, hours of operation, and escalation procedures
9. Customer Obligations: Customer responsibilities and requirements for service delivery
10. Data Protection and Security: Measures for protecting customer data and ensuring security compliance
11. Fees and Payment: Pricing structure, payment terms, and billing procedures
12. Term and Termination: Duration of agreement, renewal terms, and termination conditions
13. Governing Law and Jurisdiction: Specification of Malaysian law as governing law and jurisdiction for disputes
1. Service Credits: Credits or financial compensation for failure to meet service levels, optional for agreements where monetary penalties are desired
2. Disaster Recovery: Procedures for service continuity in case of major disruptions, recommended for critical services
3. Additional Services: Framework for adding supplementary services, useful for scalable relationships
4. Third-Party Integration: Terms for integration with other systems or services, needed when external systems are involved
5. Training and Support Materials: Provisions for user training and documentation, relevant for complex systems
6. Change Management: Procedures for implementing service changes, important for dynamic services
1. Schedule 1: Service Level Specifications: Detailed technical specifications of service levels and performance metrics
2. Schedule 2: Fee Schedule: Detailed breakdown of all fees, charges, and payment terms
3. Schedule 3: Support Procedures: Detailed support processes, contact information, and escalation matrices
4. Schedule 4: Technical Requirements: Specific technical requirements and specifications for the ticket system
5. Schedule 5: Data Processing Agreement: Detailed terms for handling personal data in compliance with PDPA 2010
6. Appendix A: Service Level Calculation Methods: Detailed formulas and methods for calculating service level performance
7. Appendix B: Report Templates: Standard templates for service level reporting and performance measurement
Information Technology
Customer Service
E-commerce
Financial Services
Healthcare
Telecommunications
Retail
Manufacturing
Professional Services
Government Services
Education
Hospitality
Information Technology
Customer Support
Legal
Operations
Service Delivery
Help Desk
Compliance
Account Management
Quality Assurance
Technical Support
Service Operations
Contract Administration
IT Service Manager
Customer Support Manager
Operations Director
Service Delivery Manager
Help Desk Manager
Contract Manager
Legal Counsel
Compliance Officer
Support Team Lead
Account Manager
Technical Support Specialist
Customer Experience Manager
IT Operations Manager
Service Quality Manager
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