This Enterprise SLA template is designed for use in service arrangements between technology service providers and enterprise customers operating in Indonesia. It serves as a crucial document for establishing clear service expectations, performance metrics, and accountability measures while ensuring compliance with Indonesian regulations, particularly the Electronic Information and Transactions Law (UU ITE) and related governmental regulations. The document is particularly relevant for medium to large-scale service arrangements where detailed service levels, support mechanisms, and compliance requirements need to be clearly defined. This Enterprise SLA incorporates both international best practices for service level management and specific Indonesian legal requirements, making it suitable for both domestic and international service providers operating in Indonesia. The agreement typically includes comprehensive service descriptions, performance metrics, measurement methodologies, penalty mechanisms, and dispute resolution procedures adapted to the Indonesian legal context.
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1. Parties: Identification of the service provider and customer, including their legal registration details as required by Indonesian law
2. Background: Context of the agreement and brief description of the services to be provided
3. Definitions: Detailed definitions of technical terms, service metrics, and other key terms used throughout the agreement
4. Service Description: Comprehensive description of services covered under the agreement
5. Service Levels: Detailed service level metrics, including availability, performance targets, and response times
6. Service Level Measurement: Methods and procedures for measuring and reporting service level performance
7. Service Credits and Penalties: Calculation and application of service credits or penalties for failing to meet service levels
8. Support Services: Details of support services, including help desk operations and escalation procedures
9. Customer Obligations: Customer responsibilities and requirements for service delivery
10. Data Protection and Security: Security measures and data protection obligations complying with Indonesian regulations
11. Disaster Recovery: Disaster recovery and business continuity procedures
12. Charges and Payment: Pricing, payment terms, and invoicing procedures
13. Term and Termination: Duration of agreement, renewal terms, and termination conditions
14. Governing Law and Dispute Resolution: Specification of Indonesian law as governing law and dispute resolution procedures
1. Change Management: Procedures for requesting and implementing service changes - include for complex service arrangements
2. Compliance with Industry Standards: Specific industry compliance requirements - include for regulated industries
3. Multi-language Provisions: Provisions regarding the Indonesian and English versions of the agreement - include when using bilingual format
4. Third-Party Service Providers: Management of subcontractors and third-party providers - include when services involve subcontractors
5. Intellectual Property Rights: IP ownership and licensing terms - include when services involve software or proprietary technology
6. Force Majeure: Specific force majeure provisions adapted to the service context - include for critical services
7. Insurance Requirements: Specific insurance obligations - include for high-risk services
8. Environmental Compliance: Environmental protection measures - include for services with environmental impact
1. Service Level Specifications: Detailed technical specifications of service levels and performance metrics
2. Service Description Schedule: Detailed description of each service component and delivery specifications
3. Pricing Schedule: Detailed pricing structure, rates, and calculation methods
4. Support Procedures: Detailed support procedures, contact information, and escalation matrices
5. Security Requirements: Detailed security protocols and requirements
6. Disaster Recovery Plan: Detailed disaster recovery procedures and business continuity plans
7. Change Request Templates: Standard forms and procedures for requesting service changes
8. Service Level Report Templates: Standard formats for service level reporting
9. Operational Level Agreements: Detailed operational procedures and responsibilities
10. Exit Management Plan: Procedures and responsibilities for service termination and transition
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