This Common SLA template is designed for use in the Indonesian jurisdiction when establishing formal service delivery commitments between a service provider and customer. It is particularly relevant for businesses operating in Indonesia that need to document and maintain specific service standards, performance metrics, and accountability measures. The agreement incorporates essential elements required under Indonesian law, including compliance with the Civil Code, Electronic Information and Transactions Law, and data protection regulations. This Common SLA template is structured to accommodate both domestic and international business relationships while ensuring adherence to Indonesian legal requirements, including mandatory bilingual provisions. It serves as a comprehensive framework for managing service delivery expectations, establishing clear performance metrics, defining support procedures, and outlining remedies for service level breaches.
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1. Parties: Identification of service provider and service recipient with complete legal names and addresses
2. Background: Context of the agreement and brief description of the services to be provided
3. Definitions: Detailed definitions of technical terms, service metrics, and key concepts used throughout the agreement
4. Scope of Services: Detailed description of services covered under the agreement
5. Service Levels: Specific, measurable performance standards and metrics that the service provider commits to meet
6. Service Availability: Guaranteed uptime/availability commitments and calculation methodology
7. Performance Monitoring: Methods and tools for measuring and reporting service performance
8. Support Services: Description of support levels, response times, and escalation procedures
9. Service Credits: Compensation mechanism for service level failures
10. Obligations of the Parties: Detailed responsibilities of both service provider and recipient
11. Data Protection and Security: Commitments and procedures for protecting data in compliance with Indonesian regulations
12. Term and Termination: Duration of agreement and conditions for termination
13. Force Majeure: Circumstances exempting parties from performance obligations
14. Dispute Resolution: Process for resolving disagreements under Indonesian law
15. Governing Law: Specification of Indonesian law as governing law and jurisdiction
1. Disaster Recovery: Required for critical services - details backup and recovery procedures
2. Change Management: Include when services may require significant modifications during the term
3. Intellectual Property Rights: Necessary when service involves software or proprietary technology
4. Personnel Requirements: Include when specific qualifications or security clearances are required
5. Insurance Requirements: Add for high-risk or high-value services
6. Compliance with Industry Standards: Include for regulated industries or when specific certifications are required
7. Third-Party Dependencies: Required when service delivery depends on third-party providers
8. Exit Management: Important for complex services requiring transition planning
1. Schedule 1 - Service Descriptions: Detailed technical specifications of services
2. Schedule 2 - Service Level Metrics: Detailed performance metrics, measurement methods, and targets
3. Schedule 3 - Fee Schedule: Pricing, payment terms, and service credit calculations
4. Schedule 4 - Support Procedures: Detailed support processes, contacts, and escalation procedures
5. Schedule 5 - Security Requirements: Specific security protocols and compliance requirements
6. Appendix A - Service Report Template: Standard format for performance reporting
7. Appendix B - Contact Details: Key personnel and contact information for both parties
8. Appendix C - Technical Requirements: Infrastructure and technical specifications required for service delivery
Relevant legal definitions
Clauses
Relevant Industries
Information Technology
Telecommunications
Cloud Services
Business Process Outsourcing
Financial Services
Healthcare
Manufacturing
Professional Services
E-commerce
Education
Logistics
Facilities Management
Relevant Teams
Legal
Information Technology
Operations
Procurement
Vendor Management
Service Delivery
Compliance
Risk Management
Customer Success
Quality Assurance
Technical Support
Project Management
Relevant Roles
Chief Information Officer
IT Director
Operations Manager
Service Delivery Manager
Contract Manager
Procurement Manager
Legal Counsel
Compliance Officer
Technical Account Manager
Project Manager
Vendor Manager
Quality Assurance Manager
Risk Manager
Customer Success Manager
Business Relationship Manager
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