The Enterprise SLA is a crucial document for establishing and managing professional service relationships between technology service providers and enterprise customers in Indonesia. This document type is specifically designed for complex, large-scale service arrangements where detailed performance metrics, support levels, and accountability measures are essential. The SLA Enterprise agreement incorporates requirements from Indonesian regulations, including the ITE Law and data protection regulations, while addressing technical specifications, security protocols, and compliance measures. It's particularly relevant for services involving critical business operations, data handling, or technology infrastructure. The document serves as both a legal framework and operational guide, defining service standards, responsibilities, and remedies while ensuring compliance with local Indonesian business practices and regulatory requirements. It's typically used when establishing long-term service relationships with significant business impact and requiring formal performance monitoring and reporting.
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1. Parties: Identification of the service provider and enterprise customer, including their complete legal details and authorized representatives
2. Background: Context of the agreement, relationship between parties, and general purpose of the services
3. Definitions: Detailed definitions of technical terms, service metrics, and legal terminology used throughout the agreement
4. Service Description: Comprehensive description of services provided, including scope and limitations
5. Service Level Commitments: Specific, measurable service levels, including availability, performance metrics, and response times
6. Performance Monitoring: Methods and tools for measuring and reporting service performance
7. Support Services: Details of technical support, maintenance, and customer service provisions
8. Security Requirements: Security measures, data protection protocols, and compliance with Indonesian data protection laws
9. Disaster Recovery: Business continuity and disaster recovery procedures
10. Service Credits: Compensation mechanism for service level failures
11. Payment Terms: Pricing, payment schedule, and billing procedures
12. Term and Termination: Duration of agreement, renewal terms, and termination conditions
13. Dispute Resolution: Process for handling disputes under Indonesian law
14. Limitation of Liability: Liability caps and exclusions compliant with Indonesian regulations
15. General Provisions: Standard legal clauses including governing law, notices, and amendment procedures
1. Multi-location Services: Include when services are delivered across multiple locations in Indonesia
2. Industry-Specific Compliance: Add for regulated industries like financial services or healthcare
3. Third-Party Service Integration: Include when the service integrates with other providers' services
4. Data Migration: Add when service includes data migration services
5. Custom Development: Include when service includes custom software development
6. Hardware Requirements: Add when specific hardware is required for service delivery
7. Training Services: Include when training or knowledge transfer is part of the service
8. Regulatory Reporting: Add for services requiring regulatory reporting to Indonesian authorities
1. Schedule A - Service Level Specifications: Detailed technical specifications of service levels and performance metrics
2. Schedule B - Price List: Detailed pricing structure, including all service components and optional features
3. Schedule C - Support Procedures: Detailed support processes, escalation procedures, and contact information
4. Schedule D - Security Standards: Detailed security protocols and compliance requirements
5. Schedule E - Service Credit Calculations: Detailed methodology for calculating service credits
6. Appendix 1 - Technical Requirements: Specific technical requirements and configurations
7. Appendix 2 - Authorized Personnel: List of authorized contacts and their roles from both parties
8. Appendix 3 - Data Processing Agreement: Specific terms for handling personal data under Indonesian law
Authors
Relevant legal definitions
Clauses
Relevant Industries
Information Technology
Telecommunications
Financial Services
Healthcare
Manufacturing
E-commerce
Cloud Services
Banking
Insurance
Retail
Logistics
Energy
Education
Government Services
Professional Services
Relevant Teams
Legal
Information Technology
Procurement
Operations
Service Delivery
Compliance
Risk Management
Vendor Management
Security
Infrastructure
Solution Architecture
Customer Success
Technical Support
Contract Administration
Relevant Roles
Chief Technology Officer
IT Director
Legal Counsel
Procurement Manager
Operations Director
Service Delivery Manager
Compliance Officer
Risk Manager
Contract Manager
Technical Account Manager
Chief Information Officer
Chief Information Security Officer
Vendor Relations Manager
Enterprise Architect
Solutions Engineer
Business Relationship Manager
IT Operations Manager
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