This Quality SLA template is designed for use in the Indonesian business environment where service quality measurement and accountability are essential components of business relationships. The document is particularly relevant when establishing formal service quality standards between service providers and recipients, ensuring compliance with Indonesian regulations including the Civil Code, Consumer Protection Law, and relevant sector-specific regulations. The Quality SLA includes comprehensive quality metrics, performance standards, measurement methodologies, and remedy mechanisms, making it suitable for both domestic and international business relationships operating within Indonesian jurisdiction. It addresses the need for clear quality parameters while incorporating local legal requirements such as dual-language documentation and specific consumer protection provisions.
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1. Parties: Identification of service provider and service recipient, including registration details and authorized representatives
2. Background: Context of the agreement, relationship between parties, and general purpose of the SLA
3. Definitions: Detailed definitions of technical terms, service metrics, and key concepts used throughout the agreement
4. Service Description: Comprehensive description of services covered by the SLA
5. Quality Standards and Metrics: Specific, measurable quality parameters and performance indicators
6. Service Level Targets: Quantitative targets for each service metric and measurement methodologies
7. Monitoring and Reporting: Procedures for monitoring service levels and reporting requirements
8. Performance Review: Schedule and process for reviewing service performance and metrics
9. Issue Resolution: Procedures for identifying and resolving service issues
10. Penalties and Remedies: Consequences of failing to meet service levels and compensation mechanisms
11. Force Majeure: Circumstances exempt from SLA requirements
12. Term and Termination: Duration of agreement and conditions for termination
13. Governing Law and Jurisdiction: Specification of Indonesian law as governing law and jurisdiction for disputes
1. Data Protection and Privacy: Required when services involve processing personal or sensitive data
2. Disaster Recovery: Include when service continuity is critical or when handling sensitive systems
3. Security Requirements: Necessary when services involve IT systems or sensitive information
4. Change Management: Include when service parameters may need frequent adjustment
5. Service Credits: Optional mechanism for compensating service level failures through credits
6. Continuous Improvement: Include when parties want to establish framework for service enhancement
7. Subcontractor Management: Required when service provider may use subcontractors
1. Service Level Metrics Schedule: Detailed technical specifications of all service level metrics and calculations
2. Performance Measurement Methodology: Detailed procedures for measuring and calculating service levels
3. Rate Card: Pricing details and calculation methods for services and penalties
4. Escalation Matrix: Contact details and procedures for issue escalation
5. Report Ƶ: Standard formats for regular service level reports
6. Technical Requirements: Detailed technical specifications and requirements
7. Business Continuity Plan: Procedures for maintaining service during disruptions
Relevant legal definitions
Clauses
Relevant Industries
Information Technology
Telecommunications
Business Process Outsourcing
Cloud Services
Manufacturing
Healthcare Services
Financial Services
Logistics and Supply Chain
Professional Services
Data Center Operations
Customer Service Operations
Software Development
Relevant Teams
Operations
Quality Assurance
Service Delivery
Legal
Compliance
Contract Management
Technical Support
Customer Success
Vendor Management
Risk Management
Performance Management
Service Management
Relevant Roles
Quality Assurance Manager
Service Delivery Manager
Operations Director
Compliance Officer
Contract Manager
Performance Analyst
Service Level Manager
Chief Operations Officer
Technical Service Manager
Customer Success Manager
Legal Counsel
Risk Manager
Procurement Manager
Vendor Relationship Manager
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