The Basic SLA is a crucial document used in Indonesian business relationships to establish clear service delivery standards and accountability measures. This agreement type is particularly relevant when organizations need to formalize their service commitments and performance expectations while ensuring compliance with Indonesian law, including the Civil Code (KUHPerdata) and relevant sector-specific regulations. The document typically addresses service definitions, performance metrics, measurement methodologies, reporting requirements, and remedy mechanisms. It serves as a foundational agreement that can be adapted across various service contexts, from IT services to professional services, while maintaining the necessary legal framework required under Indonesian jurisdiction. The Basic SLA is especially important in the Indonesian business context where formal documentation of service commitments is increasingly required for both regulatory compliance and business certainty.
Thank you! Your submission has been received!
Oops! Something went wrong while submitting the form.
Your data doesn't train Genie's AI
You keep IP ownership聽of your docs
1. Parties: Identification of the service provider and customer, including their complete legal names, registration numbers, and addresses
2. Background: Context of the agreement, brief description of the services, and the parties' intentions
3. Definitions: Definitions of key terms used throughout the agreement
4. Service Description: Detailed description of the services to be provided
5. Service Levels: Specific, measurable performance standards and metrics that the service provider commits to meet
6. Service Level Measurement: Methods and procedures for measuring and reporting service level performance
7. Response and Resolution Times: Timeframes for responding to and resolving service issues or requests
8. Service Credits: Compensation mechanism when service levels are not met
9. Reporting: Requirements for performance reporting, including frequency and format
10. Support Services: Description of support services, including hours of operation and contact procedures
11. Customer Obligations: Requirements and responsibilities of the customer
12. Term and Termination: Duration of the agreement and conditions for termination
13. Governing Law: Specification of Indonesian law as governing law and jurisdiction
14. General Provisions: Standard contractual provisions including notices, amendments, and entire agreement
1. Data Protection: Required when services involve processing personal or sensitive data
2. Disaster Recovery: Include when service continuity is critical or when handling sensitive systems
3. Change Management: Include for services that may require frequent modifications or updates
4. Security Requirements: Required when services involve IT systems or sensitive information
5. Subcontractors: Include when the service provider may need to engage third parties
6. Insurance: Include when services involve significant risk or regulatory requirements
7. Force Majeure: Optional but recommended for services that could be affected by external events
8. Intellectual Property: Include when services involve creation or use of intellectual property
1. Schedule 1 - Service Level Metrics: Detailed technical specifications of service level targets and measurement methods
2. Schedule 2 - Fee Schedule: Detailed breakdown of fees, service credits, and payment terms
3. Schedule 3 - Support Procedures: Detailed procedures for requesting and receiving support services
4. Schedule 4 - Escalation Matrix: Contact details and procedures for issue escalation
5. Schedule 5 - Technical Requirements: Technical specifications and requirements for service delivery
6. Appendix A - Service Report Template: Template for regular service level reporting
7. Appendix B - Incident Classification: Categories and definitions of different types of service incidents
Find the exact document you need
Monitoring Service Level Agreement
An Indonesian law-governed agreement establishing service level monitoring requirements, performance metrics, and compliance standards between service providers and recipients.
Download
Agreed SLA
An Indonesian law-governed Service Level Agreement defining measurable service standards and performance metrics between service provider and recipient.
Download
SLA IT Service Management
An Indonesian-law governed IT Service Management SLA defining service levels, performance metrics, and delivery standards for IT services.
Download
SLA Customer Service
An Indonesian law-governed Service Level Agreement establishing performance standards and metrics for customer service operations.
Download
SLA Maintenance Contract
An Indonesian law-governed maintenance service level agreement defining maintenance services, performance standards, and obligations between service provider and customer.
Download
SLA Security
An Indonesian-law governed Security SLA defining security service standards, performance metrics, and compliance requirements between service provider and client.
Download
Cloud SLA
Indonesian-law governed Cloud Service Level Agreement defining service performance standards and data protection requirements.
Download
Supplier Level Agreement
An Indonesian law-governed agreement establishing service levels and performance requirements between a company and its supplier.
Download
SLA Change Management
An Indonesian law-compliant framework for managing changes to Service Level Agreements, detailing processes, roles, and compliance requirements.
Download
Sla (Retail)
An Indonesian-law governed Service Level Agreement defining performance standards and service expectations for retail businesses, ensuring compliance with local regulations and business practices.
Download
SLA Administration
An Indonesian law-governed agreement establishing service level management framework and administrative procedures between service providers and clients.
Download
Basic SLA
An Indonesian law-governed Basic Service Level Agreement defining service standards, performance metrics, and mutual obligations between service provider and customer.
Download
SLA Site
An Indonesian law-governed Service Level Agreement defining performance metrics and operational requirements for site-based services.
Download
SLA For Problem Management
An Indonesian law-governed SLA establishing service levels and procedures for IT problem management, aligned with local ITE Law requirements.
Download
Managed Services Service Level Agreement
An Indonesian law-governed agreement defining service levels and performance standards for managed services delivery, incorporating local regulatory requirements and operational standards.
Download
Service Level Agreement Software
An Indonesian law-governed agreement defining software service delivery terms, performance metrics, and compliance requirements under ITE Law.
Download
Service Level Agreement (Healthcare)
An Indonesian law-governed agreement establishing healthcare service delivery standards and performance metrics between healthcare providers and facilities.
Download
Expected SLA
An Indonesian-law governed Service Level Agreement defining expected service standards, performance metrics, and accountability measures between service provider and customer.
Download
Common SLA
An Indonesian law-governed Service Level Agreement defining service standards, performance metrics, and remedies between service provider and customer.
Download
Agency SLA
An Indonesian law-governed Service Level Agreement establishing agency relationship terms and service performance standards, required to be in bilingual format.
Download
SLA Production
An Indonesian law-governed Service Level Agreement establishing performance metrics and requirements for production services, compliant with local industrial regulations.
Download
SLA Enterprise
An enterprise-level Service Level Agreement (SLA) governed by Indonesian law, establishing service commitments and performance metrics between provider and enterprise customer.
Download
Maintenance SLA
Indonesian-law compliant Maintenance Service Level Agreement template defining service standards and mutual obligations for maintenance services.
Download
Simple SLA
An Indonesian law-compliant Service Level Agreement template establishing service standards and performance metrics between provider and customer.
Download
Server Level Agreement
An Indonesian law-governed agreement defining service standards and performance metrics between service provider and customer, incorporating local electronic transaction and data protection requirements.
Download
Outsourcing SLA
Indonesian law-governed outsourcing service level agreement defining terms, conditions, and performance metrics for outsourced services provision.
Download
Normal SLA
An Indonesian law-governed Service Level Agreement defining service standards, performance metrics, and accountability measures between parties.
Download
Cleaning Service Level Agreement
An Indonesian law-governed agreement establishing terms, conditions, and performance standards for professional cleaning services.
Download
99.999 SLA
High-availability (99.999%) Service Level Agreement compliant with Indonesian electronic transaction and consumer protection laws.
Download
Maintenance Level Agreement
An Indonesian law-governed agreement establishing maintenance service levels, performance standards, and responsibilities between service providers and clients.
Download
Software As A Service SLA
An Indonesian law-governed SLA establishing service levels and performance metrics for SaaS provision, ensuring compliance with local electronic transaction and data protection regulations.
Download
SLA Warehouse
An Indonesian-law governed agreement establishing performance metrics and operational standards for warehouse services.
Download
SLA Storage
An Indonesian law-governed Service Level Agreement for storage services, defining performance metrics and compliance requirements for data storage solutions.
Download
SLA Product Management
An Indonesian law-governed Service Level Agreement establishing performance metrics and standards for product management services.
Download
SLA Management Process
An Indonesian law-compliant framework for managing Service Level Agreements, including performance monitoring and governance procedures.
Download
SLA Employee
An Indonesian law-governed employment agreement incorporating service level requirements and performance metrics while ensuring compliance with local labor regulations.
Download
SLA Database
An Indonesian-law governed Service Level Agreement defining database service performance metrics, availability commitments, and compliance requirements.
Download
SLA Account Management
An Indonesian law-governed Service Level Agreement defining account management services, performance metrics, and service standards between provider and client.
Download
Security Level Agreement
An Indonesian-law governed agreement establishing security requirements, standards, and metrics between parties, ensuring compliance with local data protection and electronic transaction regulations.
Download
Quality SLA
An Indonesian-law compliant Service Level Agreement template focusing on quality metrics and performance standards in service delivery, with built-in local regulatory compliance measures.
Download
骋别苍颈别鈥檚 Security Promise
Genie is the safest place to draft. Here鈥檚 how we prioritise your privacy and security.
Your documents are private:
We do not train on your data; 骋别苍颈别鈥檚 AI improves independently
All data stored on Genie is private to your organisation
Your documents are protected:
Your documents are protected by ultra-secure 256-bit encryption
We are ISO27001 certified, so your data is secure
Organizational security:
You retain IP ownership of your documents and their information
You have full control over your data and who gets to see it
.png)