The Easy SLA template is specifically designed for use in Indonesia where businesses need a straightforward yet legally compliant framework for service delivery agreements. This document type is particularly useful when organizations require a simplified approach to service level management while ensuring compliance with Indonesian regulations, including the Civil Code, Consumer Protection Law, and Electronic Information and Transactions Law. The Easy SLA includes essential components such as performance metrics, service standards, and remedy mechanisms, while avoiding overly complex legal jargon. It is especially suitable for small to medium-sized service arrangements or when parties prefer a more accessible approach to documenting service commitments. The document is structured to accommodate bilingual requirements under Indonesian law while maintaining clarity and enforceability.
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1. Parties: Identification of the service provider and customer, including their legal details and authorized representatives
2. Background: Brief context of the agreement and the services to be provided
3. Definitions: Key terms used throughout the agreement, including technical terminology and performance metrics
4. Service Description: Detailed description of the services covered by the agreement
5. Service Level Commitments: Specific performance targets, availability requirements, and quality standards
6. Performance Measurement: Methods and timeframes for measuring and reporting service performance
7. Response and Resolution Times: Agreed timeframes for responding to and resolving service issues
8. Service Credits and Penalties: Compensation mechanism for service level failures
9. Reporting Requirements: Regular reporting obligations and performance review meetings
10. Force Majeure: Circumstances beyond reasonable control affecting service delivery
11. Term and Termination: Duration of the agreement and termination conditions
12. Governing Law and Jurisdiction: Confirmation of Indonesian law application and dispute resolution procedures
1. Data Protection and Security: Additional provisions for handling sensitive data and security measures, required when personal or confidential data is involved
2. Disaster Recovery: Specific procedures for service continuity in case of major disruptions, recommended for critical services
3. Change Management: Procedures for implementing service changes, useful for dynamic service environments
4. Subcontractor Management: Rules and obligations regarding subcontractors, needed when third-party service providers are involved
5. Customer Obligations: Specific customer responsibilities and prerequisites, important for services requiring customer cooperation
6. Service Maintenance Windows: Scheduled maintenance periods and procedures, relevant for technical services requiring regular maintenance
1. Schedule 1 - Service Descriptions: Detailed technical specifications of the services
2. Schedule 2 - Service Level Metrics: Specific performance targets, measurement methods, and calculations
3. Schedule 3 - Fee Schedule: Pricing, payment terms, and service credit calculations
4. Schedule 4 - Escalation Matrix: Contact details and escalation procedures for service issues
5. Schedule 5 - Report Templates: Standard formats for performance reporting and monitoring
6. Appendix A - Technical Requirements: Specific technical requirements and standards that must be met
Relevant legal definitions
Clauses
Relevant Industries
Information Technology
Cloud Services
Telecommunications
Business Process Outsourcing
Facilities Management
Software as a Service
Professional Services
Managed Services
Customer Support Services
Infrastructure Services
Relevant Teams
Operations
Information Technology
Legal
Procurement
Service Delivery
Customer Success
Vendor Management
Quality Assurance
Contract Administration
Project Management
Relevant Roles
Service Delivery Manager
Operations Manager
IT Manager
Contract Administrator
Vendor Manager
Customer Success Manager
Project Manager
Account Manager
Legal Counsel
Procurement Manager
Business Development Manager
Quality Assurance Manager
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