This Guaranteed Uptime SLA template is designed for use in the Indonesian market where reliable technology services are increasingly critical for business operations. The document is particularly relevant in the context of Indonesia's growing digital economy and the requirements set forth by the ITE Law and related regulations. It serves as a comprehensive framework for establishing, measuring, and enforcing uptime guarantees for technology services, while ensuring compliance with Indonesian legal requirements. The agreement is typically used when a service provider commits to maintaining specific service availability levels, with defined consequences for non-compliance. It includes detailed provisions for service level measurement, reporting mechanisms, and compensation structures, making it suitable for both domestic and international service providers operating in Indonesia.
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1. Parties: Identification of the service provider and customer, including their legal details and authorized representatives
2. Background: Context of the agreement, including the nature of services and general purpose
3. Definitions: Detailed definitions of technical terms, including 'uptime', 'downtime', 'scheduled maintenance', and 'service levels'
4. Service Levels: Specific uptime guarantees, measurement periods, and calculation methods
5. Service Level Measurement: Methods and tools used to measure and monitor uptime performance
6. Exclusions: Circumstances not counted as downtime, including scheduled maintenance and force majeure events
7. Service Credits: Compensation structure and calculation method for failure to meet guaranteed uptime levels
8. Reporting: Frequency and format of uptime reports and performance monitoring
9. Support Services: Description of technical support, response times, and escalation procedures
10. Term and Termination: Duration of the agreement and conditions for termination
11. General Provisions: Standard legal provisions including governing law, notices, and dispute resolution
1. Data Protection: Required if the service involves processing of personal or sensitive data
2. Disaster Recovery: Include when service is critical to customer operations
3. Security Requirements: Add for services requiring specific security standards or certifications
4. Change Management: Include for complex services requiring formal change procedures
5. Continuous Improvement: Optional section for long-term agreements requiring service level improvements over time
6. Multi-location Services: Required if services are provided across multiple geographic locations
1. Schedule 1 - Service Level Specifications: Detailed technical specifications of service levels and measurement criteria
2. Schedule 2 - Service Credit Calculations: Detailed formulas and examples for calculating service credits
3. Schedule 3 - Technical Support Procedures: Detailed support processes, contact information, and escalation procedures
4. Schedule 4 - Monitoring and Reporting Templates: Standard formats for performance reports and monitoring documentation
5. Schedule 5 - Planned Maintenance Windows: Scheduled maintenance periods and notification procedures
6. Appendix A - Service Architecture: Technical architecture diagrams and service delivery infrastructure
7. Appendix B - Contact Matrix: List of key contacts and responsible personnel from both parties
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