Document background
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.
