Works25 Enterprise Services — issued by Mac 25 Enterprise, operator of the Works25 platform (https://get.works25.com).
Effective Date: [DD-MM-YYYY]
| Field | Details |
|---|---|
| Document Owner | Mac 25 Enterprise (Works25) |
| Business Address | D-01-01, Menara Mitraland, 13A, Jalan PJU 5/1, Kota Damansara, 47810 Petaling Jaya, Selangor, Malaysia |
| Contact | admin@works25.com / 03-7624 8122 / https://get.works25.com |
| Version | Date | Description | Author |
|---|---|---|---|
| 1.0 | 01-03-2023 | Service Level Agreement (Original) | Nik Hazwan |
| 2.0 | 15-10-2026 | General SLA Template & Updated Support Hours (9:00 A.M. – 6:00 P.M.) | Nik Hazwan |
(By signing below, all Approvers agree to all terms and conditions outlined in this Agreement.)
| Approvers | Role | Signed & Name | Approval Date |
|---|---|---|---|
| Mac 25 Enterprise (201903212601 / SA0524599-V) | Provider | ||
| [Client Company Name] | Client |
This Agreement represents a Service Level Agreement ("SLA" or "Agreement") between Mac 25 Enterprise ("Provider"), operator of the Works25 platform (https://get.works25.com), and the Client for the provisioning of IT services required to support and sustain the Works25 product or service provided by the Provider and used by the Client.
This Agreement remains valid until superseded by a revised agreement mutually endorsed by the stakeholders or terminated in accordance with Section 7.
This Agreement outlines the parameters of all IT services covered as they are mutually understood by the primary stakeholders. This Agreement does not supersede current processes and procedures unless explicitly stated herein.
The purpose of this Agreement is to ensure that the proper elements and commitments are in place to provide consistent IT service support and delivery to the Client by the Provider.
The goal of this Agreement is to obtain mutual agreement for IT service provision between the Provider and Client.
The objectives of this Agreement are to:
The following Provider and Client will be used as the basis of the Agreement and represent the primary stakeholders associated with this SLA:
This Agreement is valid from the Effective Date outlined herein for an initial period of 36 months (or as otherwise specified in the accompanying commercial order), and shall remain in effect until superseded or terminated in accordance with Section 7.
This Agreement should be reviewed at a minimum once every 24 months (or annually upon mutual request). The Business Relationship Manager ("Document Owner") is responsible for facilitating regular reviews of this document. Contents of this document may be amended as required, provided mutual agreement is obtained from the primary stakeholders and communicated to all affected parties.
The following detailed service parameters are the responsibility of the Provider in the ongoing support of this Agreement.
The following Services are covered by this Agreement:
Client responsibilities and requirements in support of this Agreement include:
Provider responsibilities and requirements in support of this Agreement include:
Assumptions and boundaries related to in-scope services and components include:
The Provider's Service pricing for the Client will remain unchanged for the duration of this Agreement, unless the Provider gives the Client written notice 3 months (or 6 months where mutually agreed) prior to the effective date of the price change.
Effective support of in-scope services is a result of maintaining consistent service levels. The following sections provide relevant details on service availability, monitoring of in-scope services, and related components.
Coverage parameters specific to the service(s) covered in this Agreement are as follows:
In support of services outlined in this Agreement, the Provider will respond to service-related incidents and/or requests submitted by the Client within the following time frames:
Remote assistance will be provided in line with the above timescales dependent on the priority of the support request.
Either Party may terminate the Agreement at any time upon 30 days' prior written notice to the other Party.
In the event the Client terminates the Agreement, the Client shall still remain obligated to pay the Provider for any Services performed up to the date of termination and any expenses approved, but not paid, prior to the date of termination.
In the event the Provider terminates the Agreement, the Provider shall reimburse the Client any amounts previously paid to the Provider for which the Provider has not yet performed the Services.
This Agreement will automatically terminate when both Parties have performed all of their obligations under the Agreement and all payments have been received.
The Provider will ensure the Client's data is available upon request for up to 3 months (90 days) after the termination date, after which the data will be permanently deleted from all of the Provider's servers and devices, whether in softcopy or hardcopy.
Upon request, the Client's data will be exported and provided in a standard structured format (CSV / Excel or SQL format, as applicable to the exported records).