The Corporate SLA is a critical document used to establish and manage service delivery relationships between organizations operating in Indonesia. It is particularly relevant when businesses require formal documentation of service standards, performance metrics, and accountability measures. This agreement type is essential for companies providing or receiving professional services, IT support, facilities management, or other corporate services within the Indonesian jurisdiction. The Corporate SLA must comply with Indonesian legal requirements, including the Civil Code (KUHPer), Law No. 11 of 2008 on Electronic Information and Transactions, and relevant sector-specific regulations. It typically includes detailed service descriptions, performance metrics, reporting requirements, penalty mechanisms, and operational procedures, all structured to ensure clear accountability and measurable outcomes while maintaining compliance with Indonesian legal frameworks.
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1. Parties: Identification and details of the service provider and service recipient, including registration numbers and authorized representatives
2. Background: Context of the agreement, relationship between parties, and general purpose of the SLA
3. Definitions: Detailed definitions of technical terms, service metrics, and other key terms used throughout the agreement
4. Service Description: Comprehensive description of services to be provided, including scope and exclusions
5. Service Levels: Detailed performance metrics, KPIs, and minimum service levels to be maintained
6. Performance Monitoring: Methods and procedures for measuring and reporting service performance
7. Service Credits and Penalties: Compensation mechanism for service level failures and calculation methods
8. Support and Response Times: Support availability, incident classification, and response time commitments
9. Responsibilities: Specific obligations of both service provider and recipient
10. Data Protection and Security: Measures for protecting data and maintaining security in compliance with Indonesian regulations
11. Dispute Resolution: Procedures for handling disputes, including escalation process and jurisdiction
12. Term and Termination: Duration of agreement, renewal terms, and termination conditions
13. Force Majeure: Provisions for handling events beyond reasonable control of parties
14. Governing Law: Specification of Indonesian law as governing law and relevant jurisdictional matters
1. Disaster Recovery: Include when services are critical to business operations, detailing recovery procedures and timelines
2. Intellectual Property Rights: Include when service involves software, proprietary methods, or creative works
3. Change Management: Include when service environment is likely to require frequent modifications or updates
4. Transition Services: Include when complex service handover or exit transition might be required
5. Compliance Requirements: Include when service must meet specific regulatory or industry standards
6. Sub-contractors: Include when service provider may need to engage third-party providers
7. Insurance Requirements: Include when service involves significant operational risks or physical assets
1. Service Level Specifications: Detailed technical specifications of service levels, measurement methods, and calculations
2. Pricing and Payment Terms: Detailed fee structure, payment schedules, and service credit calculations
3. Support Procedures: Detailed procedures for support requests, escalation paths, and contact information
4. Technical Requirements: Specific technical requirements, systems, and infrastructure specifications
5. Security Standards: Detailed security protocols, requirements, and compliance standards
6. Incident Management Procedures: Detailed procedures for handling and resolving service incidents
7. Report Templates: Standard formats for performance reports and service level measurements
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