The Standard Uptime SLA is essential for businesses operating in Indonesia that require guaranteed levels of system availability and performance. This document type is commonly used when establishing service commitments between technology providers and their customers, particularly in scenarios where system uptime is critical to business operations. The agreement must comply with Indonesian regulations, including the ITE Law and related government regulations on electronic systems. The Standard Uptime SLA includes detailed specifications for service level metrics, monitoring mechanisms, reporting requirements, and service credit calculations, while incorporating mandatory Indonesian language requirements and local legal provisions. It serves as a crucial tool for managing expectations and establishing clear accountability in service delivery.
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1. Parties: Identification of the service provider and customer, including their legal details and authorized representatives
2. Background: Context of the agreement, including the services being provided and the purpose of the SLA
3. Definitions: Detailed definitions of technical terms, metrics, and key concepts used throughout the agreement
4. Service Levels: Specific uptime commitments, availability targets, and performance metrics
5. Measurement and Monitoring: Methods and tools used to measure and monitor service availability and performance
6. Reporting: Frequency, format, and content of service level reports
7. Service Credits: Calculation and application of service credits for failing to meet SLA targets
8. Exceptions and Force Majeure: Circumstances under which service level commitments do not apply
9. Support and Response Times: Support levels, response times, and escalation procedures
10. Term and Termination: Duration of the SLA and conditions for termination
11. Governing Law and Jurisdiction: Specification of Indonesian law as governing law and jurisdiction for disputes
1. Data Protection and Security: Additional provisions for handling sensitive data and security measures, required if personal or sensitive data is involved
2. Disaster Recovery: Specific provisions for disaster recovery and business continuity, recommended for critical services
3. Change Management: Procedures for managing changes to service levels or technical specifications, recommended for complex services
4. Service Level Reviews: Provisions for periodic review and adjustment of service levels, useful for long-term agreements
5. Regulatory Compliance: Specific provisions addressing compliance with Indonesian regulations, required for regulated industries
6. Multi-language Provisions: Specific provisions regarding the use of multiple languages and prevailing language, required if the agreement is bilingual
1. Service Level Metrics: Detailed technical specifications of service level metrics and calculation methods
2. Service Credit Calculation: Detailed formulas and examples for calculating service credits
3. Technical Support Details: Detailed support procedures, contact information, and escalation matrices
4. Monitoring and Reporting Ƶ: Standard templates for service level reporting and monitoring
5. System Architecture: Technical description of the system architecture and components covered by the SLA
6. Incident Classification Matrix: Classification of different types of incidents and corresponding response times
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