A Service Level Agreement (SLA) is a critical contract document used to establish and maintain clear service standards and expectations between service providers and their customers in Indonesia. This document type is essential when implementing technology services, cloud solutions, or managed services, as it defines specific, measurable performance metrics, responsibilities, and remedies. The SLA must comply with Indonesian regulations, particularly the ITE Law and related electronic system regulations, while incorporating standard service level metrics and reporting requirements. It's commonly used in technology implementations, outsourcing arrangements, and service provider relationships where service quality and performance measurement are crucial. The document typically includes detailed service descriptions, performance metrics, monitoring procedures, and remedy mechanisms, all structured to be enforceable under Indonesian law.
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1. Parties: Identification of service provider and customer, including registration details and authorized representatives
2. Background: Context of the agreement and general purpose of the services
3. Definitions: Detailed definitions of technical terms, service metrics, and other key terms used throughout the agreement
4. Service Description: Detailed description of services to be provided, including scope and technical specifications
5. Service Levels: Specific, measurable performance metrics and standards that the service provider commits to maintain
6. Service Credits and Penalties: Compensation mechanism for failure to meet service levels, including calculation methods
7. Monitoring and Reporting: Procedures for measuring, monitoring, and reporting service performance
8. Support Services: Description of support services, including response times and escalation procedures
9. Customer Obligations: Requirements and responsibilities of the customer
10. Data Protection and Security: Measures for protecting data and maintaining security in compliance with Indonesian regulations
11. Confidentiality: Provisions for protecting confidential information of both parties
12. Term and Termination: Duration of agreement, renewal terms, and termination conditions
13. Force Majeure: Provisions for unforeseen circumstances affecting service delivery
14. Governing Law and Dispute Resolution: Specification of Indonesian law as governing law and dispute resolution procedures
1. Disaster Recovery: Detailed procedures for service recovery in case of major incidents - include for critical services
2. Business Continuity: Provisions for maintaining service during business disruptions - recommended for essential services
3. Intellectual Property Rights: Provisions regarding ownership and use of IP - include when service involves custom development or content creation
4. Insurance: Insurance requirements and coverage details - include for high-risk or high-value services
5. Change Management: Procedures for implementing service changes - include for complex technical services
6. Subcontractors: Terms governing use of subcontractors - include when subcontracting is anticipated
7. Data Migration: Provisions for handling data migration - include when service involves significant data transfer
8. Environmental Requirements: Environmental compliance and sustainability requirements - include for services with environmental impact
1. Service Level Specifications: Detailed technical specifications of service levels and performance metrics
2. Price and Payment Schedule: Detailed pricing, payment terms, and service credit calculations
3. Support Procedures: Detailed support processes, contact information, and escalation procedures
4. Technical Requirements: Specific technical requirements and configurations needed for service delivery
5. Security Standards: Detailed security protocols and compliance requirements
6. Service Implementation Plan: Timeline and milestones for service implementation
7. Incident Management Procedures: Detailed procedures for handling and resolving service incidents
8. Exit Plan: Procedures and requirements for service termination and transition
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