This Guaranteed SLA template is designed for use in the Indonesian market where service providers need to establish clear, measurable, and legally binding service commitments. The document is particularly relevant when parties require strict service level guarantees with specific performance metrics and compensation mechanisms for non-compliance. It incorporates requirements from Indonesian contract law, consumer protection regulations, and sector-specific requirements where applicable. The Guaranteed SLA includes comprehensive service definitions, performance measurement methodologies, reporting requirements, and remedy mechanisms, making it suitable for critical service relationships where service quality assurance is paramount. This template ensures compliance with Indonesian legal requirements while providing a robust framework for service level management.
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1. Parties: Identifies and provides details of the service provider and service recipient
2. Background: Contextual information about the agreement and the services to be provided
3. Definitions: Detailed definitions of technical terms, metrics, and key concepts used in the agreement
4. Service Description: Comprehensive description of the services covered under the agreement
5. Service Level Commitments: Specific, measurable service levels that the provider guarantees to maintain
6. Performance Measurement: Methods and procedures for measuring and monitoring service performance
7. Service Credits and Penalties: Compensation mechanism when service levels are not met
8. Reporting and Review: Requirements for performance reporting and periodic review procedures
9. Problem Management: Procedures for identifying, reporting, and resolving service issues
10. Force Majeure: Circumstances under which guaranteed service levels may be excused
11. Term and Termination: Duration of the agreement and conditions for termination
12. Governing Law and Jurisdiction: Specification of Indonesian law as governing law and jurisdiction details
1. Disaster Recovery: Required for critical services, outlining procedures for service continuity in disaster scenarios
2. Security Requirements: Necessary for services involving sensitive data or requiring specific security measures
3. Compliance Requirements: Added for regulated industries or services subject to specific regulatory requirements
4. Change Management: Important for services requiring frequent modifications or updates
5. Subcontractor Management: Required when service provider uses third-party subcontractors
6. Data Protection: Necessary when service involves processing of personal or sensitive data
7. Exit Management: Important for complex services requiring detailed transition procedures upon termination
1. Schedule 1 - Service Specifications: Detailed technical specifications of the services
2. Schedule 2 - Service Level Metrics: Detailed metrics, formulas, and measurement methodologies
3. Schedule 3 - Price and Payment Terms: Detailed pricing structure and payment conditions
4. Schedule 4 - Service Credit Calculations: Detailed calculations and examples of service credit mechanisms
5. Schedule 5 - Escalation Procedures: Detailed problem escalation and resolution procedures
6. Schedule 6 - Contact Details: Key contacts and communication channels for both parties
7. Appendix A - Performance Report Template: Standard template for regular performance reporting
8. Appendix B - Incident Report Template: Standard template for reporting service incidents
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