This High Availability SLA template is designed for use in Indonesia when establishing service level commitments for critical IT systems and infrastructure where maximum system availability is essential. The document incorporates requirements from Indonesian electronic system regulations, particularly Government Regulation No. 71 of 2019 and the ITE Law, while addressing technical specifications for service availability, performance metrics, and remedy mechanisms. It is typically used for mission-critical services where system downtime could result in significant business impact, financial loss, or operational disruption. The agreement includes comprehensive monitoring requirements, reporting obligations, and service credit calculations, making it suitable for complex IT service arrangements requiring stringent uptime guarantees.
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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 concepts used in the agreement
4. Service Description: Comprehensive description of the services covered by the SLA
5. Service Level Commitments: Detailed specification of availability targets, performance metrics, and measurement methodologies
6. Service Monitoring and Reporting: Procedures for monitoring service levels and generating performance reports
7. Response and Resolution Times: Timeframes for responding to and resolving different categories of incidents
8. Maintenance and Planned Downtime: Procedures for scheduled maintenance and system updates
9. Service Credits and Penalties: Calculation and application of service credits or penalties for missed SLAs
10. Force Majeure: Circumstances exempt from SLA calculations and liability
11. Term and Termination: Duration of the agreement and termination conditions
12. Dispute Resolution: Process for resolving disputes under Indonesian law
13. Governing Law: Specification of Indonesian law as governing law and relevant jurisdictions
1. Data Protection and Privacy: Required if personal data processing is involved, addressing compliance with Indonesian data protection regulations
2. Disaster Recovery: Include for critical systems requiring specific disaster recovery commitments
3. Security Requirements: Added for services with specific security compliance needs
4. Customer Responsibilities: Include when customer has significant obligations for service delivery
5. Change Management: Required for services needing formal change control procedures
6. Service Level Review: Include when periodic review and adjustment of SLAs is desired
7. Regulatory Compliance: Required for regulated industries or services subject to specific Indonesian regulations
1. Schedule A - Service Level Specifications: Detailed technical specifications of service levels and measurement methodologies
2. Schedule B - Service Credit Calculations: Detailed formulas and examples for calculating service credits
3. Schedule C - Technical Support Procedures: Operational procedures for technical support and escalation
4. Schedule D - Service Monitoring Tools: Specifications of monitoring tools and reporting mechanisms
5. Schedule E - Contact Matrix: Contact details and escalation paths for both parties
6. Appendix 1 - Incident Classification: Detailed criteria for classifying incidents and corresponding response times
7. Appendix 2 - Performance Report Template: Standard format for service level performance reports
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