Service Level Agreement
Service Level Agreements
Define what good performance means, how it is measured, and what happens when it is not delivered.
- Advocates & Solicitors
- Offices in Kuala Lumpur & Johor Bahru
- Confidential, no obligation
Real lawyers, one team behind every matter
Who this is for
Sound familiar?
Businesses contracting for ongoing services
Service providers wanting standards defined and bounded
Companies whose supplier performance has become inconsistent
Parties adding an SLA to an existing master agreement
What's at stake
What is really at stake
- 01Services are contracted with a scope and a price.Quality is assumed rather than specified.
- 02When performance drops, there is no agreed standard to measure against and no stated consequence — so the conversation becomes a negotiation about whether there is a problem at all.
In plain words
Service Level Agreement
An SLA defining the services, the performance metrics and how they are measured, reporting, the remedies for failing to meet them, exclusions, and the review mechanism.
What good looks like
Imagine performance measured against agreed metrics, reported on a schedule, with remedies that apply automatically rather than by argument.
What you get
What we deliver
Scope and fee are agreed in writing before any work starts, so you know exactly what you are getting.
- 01
Service definition and performance metrics
- 02
Measurement methodology and reporting
- 03
Remedies for service level failure
- 04
Exclusions and escalation process
- 05
Review and improvement mechanism
How we work
Clear from the first conversation
- 1
Send a short request
Tell us what the matter is about. It takes under a minute and stays confidential.
- 2
Akmal sets a time with you
We reply within 30 minutes in office hours to arrange your consultation, online or at our KL or JB office.
- 3
Advice, then a written proposal
You get a clear view of the issues and options, then a written scope and fee proposal.
- 4
Work begins on the agreed scope
Akmal leads the matter with a team of our lawyers, working to the scope you approved. You get regular updates at every key step.
Who leads your matter
Led by Akmal Saufi, supported by our team
Akmal leads your matter as Partner. Depending on the work, other lawyers in our team handle parts of it day to day, with Akmal overseeing the matter.
Akmal Saufi
Partner, Messrs Akmal Saufi & Co
- Advocate & Solicitor, Malaysia
- Over 13 years in transactional work: M&A, joint ventures, land and infrastructure
- LLB (Hons), International Islamic University Malaysia
The team behind your matter
Meet the team →Who we have acted for
Organisations we have acted for
Federal government agencies & statutory bodies
Johor state bodies & local authorities
Government-linked companies
Private sector & NGOs
Shown with permission. Government agencies, statutory bodies and government-linked companies are identified as such. Their inclusion does not imply endorsement by any government, ministry or agency.
Next step
Request a consultation with Akmal
- 1Send a short request. It takes under a minute.
- 2Akmal reviews it and arranges a time with you.
- 3You get clear advice, then a written scope and fee proposal.
We reply within 30 minutes · Mon–Fri, 8:30am–5:30pm
Your details stay confidential. Sending a request does not mean you have appointed us.
- Licensed advocates & solicitors
- Professional indemnity insured
- Offices in KL & JB
Questions
Frequently asked questions
Still unsure? Send a short request and Akmal will tell you plainly whether and how we can help.
What metrics should we use?
Should there be financial remedies?
Can an SLA stand alone?
What is Legal That Works?
What if I’m not sure what legal service I need?
Who will be helping me?
Before you sign
The cost of waiting
A service level with no measurement methodology is unenforceable in practice, however precisely the target is stated.
We reply within 30 minutes · Mon–Fri, 8:30am–5:30pm
