The Internal Service Level Agreement Between Departments is a crucial document for organizations operating in Indonesia that need to formalize and structure their interdepartmental service relationships. This template is specifically designed to comply with Indonesian legal requirements, including the Civil Code (Kitab Undang-undang Hukum Perdata), corporate governance regulations, and relevant business laws. It is particularly useful for medium to large organizations seeking to establish clear performance metrics, service standards, and accountability between departments. The document covers essential aspects such as service specifications, performance monitoring, resource allocation, and internal charging mechanisms, while maintaining flexibility to accommodate various types of internal services. It helps organizations improve operational efficiency, ensure service quality, and maintain clear lines of responsibility while adhering to local regulatory requirements.
Thank you! Your submission has been received!
Oops! Something went wrong while submitting the form.
Your data doesn't train Genie's AI
You keep IP ownership聽of your docs
1. Parties: Identification of the service-providing department and service-receiving department, including their respective authorized representatives
2. Background: Context of the agreement, including the organizational structure and reason for the internal service arrangement
3. Definitions: Clear definitions of technical terms, service-specific terminology, and key concepts used throughout the agreement
4. Scope of Services: Detailed description of services to be provided, including specific deliverables and exclusions
5. Service Levels and Performance Metrics: Specific, measurable performance standards and KPIs that the service provider must meet
6. Roles and Responsibilities: Clear delineation of each department's duties, obligations, and responsibilities
7. Operating Hours and Service Availability: Agreed service hours, response times, and availability commitments
8. Monitoring and Reporting: Methods and frequency of performance monitoring, reporting requirements, and review processes
9. Resource Allocation: Specification of human, technical, and other resources committed to service delivery
10. Internal Charging and Budgeting: Cost allocation methods, internal pricing mechanisms, and budgeting procedures
11. Issue Resolution: Procedures for handling service disruptions, complaints, and dispute resolution
12. Review and Amendment Process: Procedures for periodic review of the SLA and process for making amendments
13. Term and Termination: Duration of the agreement, renewal terms, and conditions for termination or modification
1. Business Continuity and Disaster Recovery: Required for critical services, specifying procedures for maintaining service during disruptions
2. Data Management and Security: Necessary when the service involves significant data handling or sensitive information
3. Compliance Requirements: Include when services must meet specific regulatory or internal compliance standards
4. Training and Knowledge Transfer: Important for services requiring specific expertise or regular staff training
5. Quality Assurance: Required for services with specific quality control requirements
6. Capacity Planning: Include for services where resource scaling and planning are critical
7. Innovation and Continuous Improvement: Optional section for services requiring ongoing development and enhancement
1. Schedule 1: Detailed Service Specifications: Technical details of services, including processes, procedures, and methodologies
2. Schedule 2: Performance Metrics and KPIs: Detailed metrics, measurement methods, and reporting templates
3. Schedule 3: Rate Card and Charging Model: Detailed breakdown of internal costs, charging mechanisms, and pricing structures
4. Schedule 4: Escalation Matrix: Contact details and escalation procedures for different types of issues
5. Schedule 5: Service Request Procedures: Forms and procedures for requesting services or changes
6. Appendix A: Technical Requirements: Specific technical requirements, systems, and tools used in service delivery
7. Appendix B: Report Templates: Standard templates for various reports required under the SLA
8. Appendix C: Operating Level Agreements: Detailed operational procedures and standards for specific service components
Find the exact document you need
Monitoring Service Level Agreement
An Indonesian law-governed agreement establishing service level monitoring requirements, performance metrics, and compliance standards between service providers and recipients.
Download
Agreed SLA
An Indonesian law-governed Service Level Agreement defining measurable service standards and performance metrics between service provider and recipient.
Download
SLA IT Service Management
An Indonesian-law governed IT Service Management SLA defining service levels, performance metrics, and delivery standards for IT services.
Download
SLA Customer Service
An Indonesian law-governed Service Level Agreement establishing performance standards and metrics for customer service operations.
Download
SLA Maintenance Contract
An Indonesian law-governed maintenance service level agreement defining maintenance services, performance standards, and obligations between service provider and customer.
Download
SLA Security
An Indonesian-law governed Security SLA defining security service standards, performance metrics, and compliance requirements between service provider and client.
Download
Cloud SLA
Indonesian-law governed Cloud Service Level Agreement defining service performance standards and data protection requirements.
Download
Supplier Level Agreement
An Indonesian law-governed agreement establishing service levels and performance requirements between a company and its supplier.
Download
SLA Change Management
An Indonesian law-compliant framework for managing changes to Service Level Agreements, detailing processes, roles, and compliance requirements.
Download
Sla (Retail)
An Indonesian-law governed Service Level Agreement defining performance standards and service expectations for retail businesses, ensuring compliance with local regulations and business practices.
Download
SLA Administration
An Indonesian law-governed agreement establishing service level management framework and administrative procedures between service providers and clients.
Download
Basic SLA
An Indonesian law-governed Basic Service Level Agreement defining service standards, performance metrics, and mutual obligations between service provider and customer.
Download
SLA Site
An Indonesian law-governed Service Level Agreement defining performance metrics and operational requirements for site-based services.
Download
SLA For Problem Management
An Indonesian law-governed SLA establishing service levels and procedures for IT problem management, aligned with local ITE Law requirements.
Download
Managed Services Service Level Agreement
An Indonesian law-governed agreement defining service levels and performance standards for managed services delivery, incorporating local regulatory requirements and operational standards.
Download
Service Level Agreement Software
An Indonesian law-governed agreement defining software service delivery terms, performance metrics, and compliance requirements under ITE Law.
Download
Service Level Agreement (Healthcare)
An Indonesian law-governed agreement establishing healthcare service delivery standards and performance metrics between healthcare providers and facilities.
Download
Expected SLA
An Indonesian-law governed Service Level Agreement defining expected service standards, performance metrics, and accountability measures between service provider and customer.
Download
Common SLA
An Indonesian law-governed Service Level Agreement defining service standards, performance metrics, and remedies between service provider and customer.
Download
Agency SLA
An Indonesian law-governed Service Level Agreement establishing agency relationship terms and service performance standards, required to be in bilingual format.
Download
SLA Production
An Indonesian law-governed Service Level Agreement establishing performance metrics and requirements for production services, compliant with local industrial regulations.
Download
SLA Enterprise
An enterprise-level Service Level Agreement (SLA) governed by Indonesian law, establishing service commitments and performance metrics between provider and enterprise customer.
Download
Maintenance SLA
Indonesian-law compliant Maintenance Service Level Agreement template defining service standards and mutual obligations for maintenance services.
Download
Simple SLA
An Indonesian law-compliant Service Level Agreement template establishing service standards and performance metrics between provider and customer.
Download
Server Level Agreement
An Indonesian law-governed agreement defining service standards and performance metrics between service provider and customer, incorporating local electronic transaction and data protection requirements.
Download
Outsourcing SLA
Indonesian law-governed outsourcing service level agreement defining terms, conditions, and performance metrics for outsourced services provision.
Download
Normal SLA
An Indonesian law-governed Service Level Agreement defining service standards, performance metrics, and accountability measures between parties.
Download
Cleaning Service Level Agreement
An Indonesian law-governed agreement establishing terms, conditions, and performance standards for professional cleaning services.
Download
99.999 SLA
High-availability (99.999%) Service Level Agreement compliant with Indonesian electronic transaction and consumer protection laws.
Download
Maintenance Level Agreement
An Indonesian law-governed agreement establishing maintenance service levels, performance standards, and responsibilities between service providers and clients.
Download
Software As A Service SLA
An Indonesian law-governed SLA establishing service levels and performance metrics for SaaS provision, ensuring compliance with local electronic transaction and data protection regulations.
Download
SLA Warehouse
An Indonesian-law governed agreement establishing performance metrics and operational standards for warehouse services.
Download
SLA Storage
An Indonesian law-governed Service Level Agreement for storage services, defining performance metrics and compliance requirements for data storage solutions.
Download
SLA Product Management
An Indonesian law-governed Service Level Agreement establishing performance metrics and standards for product management services.
Download
SLA Management Process
An Indonesian law-compliant framework for managing Service Level Agreements, including performance monitoring and governance procedures.
Download
SLA Employee
An Indonesian law-governed employment agreement incorporating service level requirements and performance metrics while ensuring compliance with local labor regulations.
Download
SLA Database
An Indonesian-law governed Service Level Agreement defining database service performance metrics, availability commitments, and compliance requirements.
Download
SLA Account Management
An Indonesian law-governed Service Level Agreement defining account management services, performance metrics, and service standards between provider and client.
Download
Security Level Agreement
An Indonesian-law governed agreement establishing security requirements, standards, and metrics between parties, ensuring compliance with local data protection and electronic transaction regulations.
Download
Quality SLA
An Indonesian-law compliant Service Level Agreement template focusing on quality metrics and performance standards in service delivery, with built-in local regulatory compliance measures.
Download
骋别苍颈别鈥檚 Security Promise
Genie is the safest place to draft. Here鈥檚 how we prioritise your privacy and security.
Your documents are private:
We do not train on your data; 骋别苍颈别鈥檚 AI improves independently
All data stored on Genie is private to your organisation
Your documents are protected:
Your documents are protected by ultra-secure 256-bit encryption
We are ISO27001 certified, so your data is secure
Organizational security:
You retain IP ownership of your documents and their information
You have full control over your data and who gets to see it
.png)