The Courier Service Level Agreement serves as a vital contractual framework for businesses requiring reliable and measurable courier services in Indonesia. This document is essential when establishing a formal relationship between a courier service provider and a client organization that requires regular delivery services with specific performance standards. The agreement comprehensively addresses service specifications, performance metrics, operational procedures, and compliance requirements under Indonesian law, particularly Law No. 38 of 2009 on Postal Services and related regulations. It becomes particularly relevant when organizations need guaranteed service levels, specific delivery timeframes, or specialized handling requirements. The document typically includes detailed service specifications, pricing structures, performance metrics, liability provisions, and operational procedures, making it suitable for both domestic and international courier services operating within Indonesian jurisdiction.
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1. Parties: Identification of the courier service provider and the client, including full legal names, registration numbers, and addresses
2. Background: Context of the agreement and brief description of the courier services to be provided
3. Definitions: Detailed definitions of technical terms, service levels, and key concepts used throughout the agreement
4. Scope of Services: Detailed description of courier services covered, including types of shipments, geographical coverage, and service levels
5. Service Level Requirements: Specific performance metrics, delivery timeframes, and quality standards the courier must maintain
6. Operational Procedures: Standard procedures for pickup, handling, tracking, and delivery of shipments
7. Pricing and Payment Terms: Fee structure, payment schedule, and billing procedures
8. Security and Insurance: Security measures for shipments and insurance coverage requirements
9. Liability and Indemnification: Limitations of liability, indemnification clauses, and risk allocation between parties
10. Term and Termination: Duration of agreement, renewal terms, and conditions for termination
11. Confidentiality: Protection of confidential information and trade secrets
12. Dispute Resolution: Procedures for handling disputes, including jurisdiction and governing law provisions
13. Force Majeure: Circumstances excusing performance and procedures during force majeure events
14. General Provisions: Standard boilerplate clauses including notices, amendments, and entire agreement provisions
1. International Shipping Services: Include when services involve cross-border shipments, detailing customs procedures and international regulations
2. Dangerous Goods Handling: Include when agreement covers transportation of hazardous materials
3. Temperature-Controlled Services: Include for cold chain or temperature-sensitive shipments
4. Technology Integration: Include when requiring specific IT system integration between parties
5. Volume Commitments: Include when client commits to minimum shipping volumes
6. Dedicated Resources: Include when specific vehicles or personnel are dedicated to the client
7. Sustainability Requirements: Include when parties agree to specific environmental standards or green initiatives
1. Schedule A - Service Level Specifications: Detailed metrics for each service level, including delivery times and performance indicators
2. Schedule B - Pricing Schedule: Comprehensive fee structure, surcharges, and special handling fees
3. Schedule C - Operating Procedures: Detailed operational procedures, including pickup windows and handling requirements
4. Schedule D - Insurance Coverage: Specific insurance terms, coverage limits, and claim procedures
5. Schedule E - Prohibited Items: List of items excluded from service and handling restrictions
6. Schedule F - Contact Information: Key personnel contacts and escalation procedures
7. Appendix 1 - Service Territory Map: Geographical coverage areas and zone classifications
8. Appendix 2 - Forms and Documentation: Standard forms for shipping, claims, and other operational requirements
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