This SLA Account Management agreement is designed for use in the Indonesian market where businesses require formalized account management services with clearly defined performance metrics and service standards. The document is particularly relevant when establishing or maintaining long-term business relationships that require dedicated account management support, regular performance monitoring, and structured service delivery frameworks. It incorporates requirements from Indonesian contract law, data protection regulations, and electronic transaction laws, while addressing specific needs for account management performance metrics, reporting requirements, and service delivery standards. The agreement is commonly used by service providers offering professional account management services to corporate clients, ensuring clear accountability, measurable performance standards, and compliance with local regulatory requirements.
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1. Parties: Identification of the service provider and client, including full 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. Service Scope: Detailed description of account management services covered under the agreement
5. Service Level Metrics: Specific, measurable performance indicators and service standards
6. Response and Resolution Times: Timeframes for responding to and resolving various types of service requests and incidents
7. Account Management Team: Structure and roles of the dedicated account management team
8. Reporting and Review: Regular reporting requirements and review mechanisms
9. Communication Protocols: Standard procedures for routine and emergency communications
10. Client Obligations: Responsibilities and requirements of the client to enable service delivery
11. Fees and Payment Terms: Pricing structure, payment schedules, and related financial terms
12. Term and Termination: Duration of the agreement and conditions for termination
13. Confidentiality: Protection and handling of confidential information
14. Data Protection: Compliance with Indonesian data protection laws and data handling procedures
15. Dispute Resolution: Process for resolving disputes between parties
16. Governing Law: Specification of Indonesian law as governing law and jurisdiction
1. Business Continuity: Procedures for maintaining service during disruptions, recommended for critical services
2. Regulatory Compliance: Specific compliance requirements, necessary for regulated industries
3. Intellectual Property Rights: IP ownership and licensing terms, needed when proprietary tools or software are involved
4. Change Management: Procedures for implementing service changes, recommended for complex service arrangements
5. Security Requirements: Specific security protocols and standards, important for services handling sensitive data
6. Transition Services: Procedures for service transition at start and end of contract, useful for complex service arrangements
7. Force Majeure: Provisions for unforeseeable circumstances, recommended for long-term agreements
8. Insurance Requirements: Specific insurance coverage requirements, important for high-risk services
1. Schedule 1 - Service Level Specifications: Detailed metrics, KPIs, and performance standards
2. Schedule 2 - Fee Schedule: Detailed pricing, payment terms, and fee calculations
3. Schedule 3 - Escalation Matrix: Contact details and escalation procedures for various scenarios
4. Schedule 4 - Report Ƶ: Standard formats for regular service reports and reviews
5. Schedule 5 - Account Management Procedures: Detailed operational procedures and workflows
6. Appendix A - Technical Requirements: Technical specifications and systems requirements
7. Appendix B - Service Credits Calculation: Formula and procedures for calculating service credits or penalties
8. Appendix C - Change Request Forms: Standard forms and procedures for requesting service changes
Relevant legal definitions
Clauses
Relevant Industries
Information Technology
Telecommunications
Financial Services
Banking
Insurance
Business Process Outsourcing
Cloud Services
Professional Services
Manufacturing
Retail
Healthcare
Logistics
Relevant Teams
Account Management
Client Services
Operations
Legal
Compliance
Service Delivery
Commercial
Sales
Customer Success
Business Development
Contract Administration
Relevant Roles
Account Manager
Client Services Director
Service Delivery Manager
Operations Manager
Contract Manager
Business Development Manager
Relationship Manager
Customer Success Manager
Legal Counsel
Compliance Officer
Service Level Manager
Project Manager
Commercial Director
Chief Operations Officer
Sales Director
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