This Normal SLA template is designed for use in Indonesian business contexts where parties need to establish clear, measurable standards for service delivery and performance. The document is particularly relevant when organizations require a formal framework to govern service relationships, ensure service quality, and maintain accountability. It incorporates essential elements required under Indonesian law, including compliance with the Civil Code (KUH Perdata) and relevant regulations such as the Electronic Information and Transactions Law. The Normal SLA structure accommodates various service types while maintaining flexibility for specific business requirements, making it suitable for both straightforward and complex service arrangements. This template ensures that service levels, monitoring mechanisms, and remedies are clearly defined while meeting Indonesian legal and regulatory requirements.
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1. Parties: Identification and details of the service provider and service recipient, including their legal status and addresses
2. Background: Context of the agreement and brief description of the services to be provided
3. Definitions: Definitions of key terms used throughout the agreement
4. Service Description: Detailed description of services to be provided, including scope and exclusions
5. Service Levels: Specific, measurable performance standards and metrics that the service provider must meet
6. Performance Monitoring: Methods and procedures for measuring and reporting service level performance
7. Service Credits and Penalties: Compensation mechanism for service level failures and calculation methods
8. Response and Resolution Times: Timeframes for responding to and resolving various categories of issues
9. Responsibilities: Detailed obligations of both parties in relation to the service delivery
10. Term and Termination: Duration of the agreement and conditions for termination
11. Force Majeure: Circumstances under which parties are excused from performance obligations
12. Governing Law and Dispute Resolution: Specification of Indonesian law as governing law and dispute resolution procedures
13. General Provisions: Standard legal provisions including notices, amendments, and assignment
1. Data Protection and Privacy: Required when services involve processing of personal or sensitive data
2. Disaster Recovery: Include when service continuity is critical or when handling sensitive systems
3. Change Management: Necessary for services that may require frequent modifications or updates
4. Security Requirements: Include when services involve IT systems or sensitive information
5. Transition and Exit: Important for complex services requiring detailed handover procedures
6. Intellectual Property Rights: Include when services involve creation or use of intellectual property
7. Insurance Requirements: Required for high-risk services or when mandated by regulatory requirements
8. Subcontracting: Include when service provider may need to engage third-party contractors
1. Schedule 1 - Service Level Metrics: Detailed technical specifications of service levels and measurement methodologies
2. Schedule 2 - Fee Schedule: Detailed pricing, payment terms, and service credit calculations
3. Schedule 3 - Service Requirements: Technical specifications and detailed service requirements
4. Schedule 4 - Escalation Matrix: Contact details and procedures for issue escalation
5. Schedule 5 - Report Formats: Ƶ and formats for regular service performance reporting
6. Appendix A - Service Level Calculation Examples: Examples illustrating how service levels and credits are calculated
7. Appendix B - Technical Infrastructure: Details of technical infrastructure and systems involved in service delivery
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