The Multi Level Service Agreement is designed for complex service arrangements in Indonesia where different tiers of service levels need to be clearly defined and managed. This document is typically used when organizations require varying levels of service commitment, each with specific performance metrics, monitoring requirements, and associated costs. It incorporates provisions compliant with Indonesian Civil Code, Consumer Protection Law, and Electronic Information and Transactions Law, making it suitable for both traditional and digital service delivery models. The agreement is particularly valuable for arrangements where service quality is critical and different service tiers need to be precisely defined, measured, and enforced. It includes comprehensive frameworks for performance monitoring, reporting, escalation procedures, and remedies for service level breaches, while ensuring compliance with Indonesian regulatory requirements.
Your data doesn't train Genie's AI
You keep IP ownership聽of your information
Thank you! Your submission has been received!
Oops! Something went wrong while submitting the form.
OR
Let tiktok成人版's market-leading legal AI identify missing terms, unusual language, compliance issues and more - in just seconds.
1. Parties: Identification of all contracting parties, including legal names, registration numbers, and addresses
2. Background: Context of the agreement, relationship between parties, and general purpose of the MLSA
3. Definitions: Detailed definitions of technical terms, service levels, metrics, and other key terminology used throughout the agreement
4. Scope of Services: Comprehensive overview of services covered under the agreement and general service delivery framework
5. Service Levels and Performance Metrics: Detailed description of different service levels, associated performance metrics, measurement methodologies, and reporting requirements
6. Service Level Credits and Penalties: Framework for calculating and applying service credits or penalties for failing to meet agreed service levels
7. Monitoring and Reporting: Procedures for monitoring service performance, generating reports, and reviewing service levels
8. Escalation Procedures: Process for escalating service issues, including response times and responsible parties at each level
9. Governance and Change Management: Framework for managing the agreement, including review processes and procedures for making changes
10. Term and Termination: Duration of the agreement, renewal terms, and conditions for termination
11. Payment Terms: Pricing structure, payment schedules, and billing procedures
12. Confidentiality: Provisions for protecting confidential information exchanged under the agreement
13. General Provisions: Standard legal clauses including governing law, dispute resolution, and force majeure
1. Transition Services: Procedures for service transition at the start or end of the agreement, used when complex service handover is required
2. Disaster Recovery: Specific procedures and obligations for disaster recovery scenarios, essential for critical services
3. Data Protection and Privacy: Specific provisions for handling personal data, required when personal data processing is involved
4. Security Requirements: Detailed security obligations and standards, important for services involving sensitive information or systems
5. Intellectual Property Rights: Specific IP provisions, needed when services involve creation or use of intellectual property
6. Third-Party Services: Provisions governing use of subcontractors or third-party service providers, included when relevant
7. Insurance Requirements: Specific insurance obligations, important for high-risk or high-value services
8. Environmental Compliance: Environmental standards and obligations, relevant for services with environmental impact
1. Schedule A - Service Level Specifications: Detailed technical specifications of service levels, including metrics, thresholds, and measurement methods
2. Schedule B - Pricing and Service Credits: Detailed pricing structure and service credit calculations for each service level
3. Schedule C - Operational Procedures: Detailed operational procedures, including monitoring, reporting, and escalation processes
4. Schedule D - Technical Requirements: Technical specifications and requirements for service delivery
5. Schedule E - Contact Details and Escalation Matrix: Contact information for key personnel and detailed escalation procedures
6. Schedule F - Service Level Report Templates: Standard templates for service level reporting and performance monitoring
7. Appendix 1 - Performance Calculation Methods: Detailed methodologies for calculating service level performance
8. Appendix 2 - Incident Classification Matrix: Framework for classifying and prioritizing service incidents
Authors
Relevant legal definitions
Clauses
Relevant Industries
Information Technology
Telecommunications
Business Process Outsourcing
Cloud Services
Managed Services
Financial Services
Healthcare
Manufacturing
Logistics and Supply Chain
Professional Services
Relevant Teams
Legal
Operations
Information Technology
Service Delivery
Procurement
Compliance
Risk Management
Commercial
Quality Assurance
Contract Management
Technical Support
Customer Relations
Service Level Management
Relevant Roles
Chief Information Officer
Service Delivery Manager
Contract Manager
Legal Counsel
Compliance Officer
Operations Director
IT Manager
Procurement Manager
Quality Assurance Manager
Service Level Manager
Account Executive
Technical Operations Manager
Risk Manager
Commercial Director
Chief Technology Officer
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.
find out more
Agreed SLA
An Indonesian law-governed Service Level Agreement defining measurable service standards and performance metrics between service provider and recipient.
find out more
SLA IT Service Management
An Indonesian-law governed IT Service Management SLA defining service levels, performance metrics, and delivery standards for IT services.
find out more
SLA Customer Service
An Indonesian law-governed Service Level Agreement establishing performance standards and metrics for customer service operations.
find out more
SLA Maintenance Contract
An Indonesian law-governed maintenance service level agreement defining maintenance services, performance standards, and obligations between service provider and customer.
find out more
SLA Security
An Indonesian-law governed Security SLA defining security service standards, performance metrics, and compliance requirements between service provider and client.
find out more
Cloud SLA
Indonesian-law governed Cloud Service Level Agreement defining service performance standards and data protection requirements.
find out more
Supplier Level Agreement
An Indonesian law-governed agreement establishing service levels and performance requirements between a company and its supplier.
find out more
SLA Change Management
An Indonesian law-compliant framework for managing changes to Service Level Agreements, detailing processes, roles, and compliance requirements.
find out more
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.
find out more
SLA Administration
An Indonesian law-governed agreement establishing service level management framework and administrative procedures between service providers and clients.
find out more
Basic SLA
An Indonesian law-governed Basic Service Level Agreement defining service standards, performance metrics, and mutual obligations between service provider and customer.
find out more
SLA Site
An Indonesian law-governed Service Level Agreement defining performance metrics and operational requirements for site-based services.
find out more
SLA For Problem Management
An Indonesian law-governed SLA establishing service levels and procedures for IT problem management, aligned with local ITE Law requirements.
find out more
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.
find out more
Service Level Agreement Software
An Indonesian law-governed agreement defining software service delivery terms, performance metrics, and compliance requirements under ITE Law.
find out more
Service Level Agreement (Healthcare)
An Indonesian law-governed agreement establishing healthcare service delivery standards and performance metrics between healthcare providers and facilities.
find out more
Expected SLA
An Indonesian-law governed Service Level Agreement defining expected service standards, performance metrics, and accountability measures between service provider and customer.
find out more
Common SLA
An Indonesian law-governed Service Level Agreement defining service standards, performance metrics, and remedies between service provider and customer.
find out more
Agency SLA
An Indonesian law-governed Service Level Agreement establishing agency relationship terms and service performance standards, required to be in bilingual format.
find out more
SLA Production
An Indonesian law-governed Service Level Agreement establishing performance metrics and requirements for production services, compliant with local industrial regulations.
find out more
SLA Enterprise
An enterprise-level Service Level Agreement (SLA) governed by Indonesian law, establishing service commitments and performance metrics between provider and enterprise customer.
find out more
Maintenance SLA
Indonesian-law compliant Maintenance Service Level Agreement template defining service standards and mutual obligations for maintenance services.
find out more
Simple SLA
An Indonesian law-compliant Service Level Agreement template establishing service standards and performance metrics between provider and customer.
find out more
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.
find out more
Outsourcing SLA
Indonesian law-governed outsourcing service level agreement defining terms, conditions, and performance metrics for outsourced services provision.
find out more
Normal SLA
An Indonesian law-governed Service Level Agreement defining service standards, performance metrics, and accountability measures between parties.
find out more
Cleaning Service Level Agreement
An Indonesian law-governed agreement establishing terms, conditions, and performance standards for professional cleaning services.
find out more
99.999 SLA
High-availability (99.999%) Service Level Agreement compliant with Indonesian electronic transaction and consumer protection laws.
find out more
Maintenance Level Agreement
An Indonesian law-governed agreement establishing maintenance service levels, performance standards, and responsibilities between service providers and clients.
find out more
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.
find out more
SLA Warehouse
An Indonesian-law governed agreement establishing performance metrics and operational standards for warehouse services.
find out more
SLA Storage
An Indonesian law-governed Service Level Agreement for storage services, defining performance metrics and compliance requirements for data storage solutions.
find out more
SLA Product Management
An Indonesian law-governed Service Level Agreement establishing performance metrics and standards for product management services.
find out more
SLA Management Process
An Indonesian law-compliant framework for managing Service Level Agreements, including performance monitoring and governance procedures.
find out more
SLA Employee
An Indonesian law-governed employment agreement incorporating service level requirements and performance metrics while ensuring compliance with local labor regulations.
find out more
SLA Database
An Indonesian-law governed Service Level Agreement defining database service performance metrics, availability commitments, and compliance requirements.
find out more
SLA Account Management
An Indonesian law-governed Service Level Agreement defining account management services, performance metrics, and service standards between provider and client.
find out more
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.
find out more
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.
find out more
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)