This Office SLA template is designed for use in the Indonesian market when establishing formal service arrangements for office-related services and facilities management. The document is particularly relevant when a service provider agrees to deliver specific office services to a client under defined performance metrics and standards. It incorporates requirements from Indonesian contract law and commercial regulations, ensuring compliance with local legal frameworks while maintaining international best practices in service level management. The Office SLA covers essential aspects including service scope, performance metrics, reporting requirements, and remedies for service failures, making it suitable for both local and international companies operating in Indonesia. This document is crucial for establishing clear expectations and measurable outcomes in office service delivery relationships.
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1. Parties: Identification of the service provider and client, including their legal details and registered addresses
2. Background: Context of the agreement and brief description of the services to be provided
3. Definitions: Definitions of key terms used throughout the agreement
4. Service Scope: Detailed description of services covered under the agreement
5. Service Hours: Operating hours and availability of services
6. Performance Standards: Key Performance Indicators (KPIs) and service level metrics
7. Response and Resolution Times: Timeframes for addressing different types of service requests and issues
8. Service Provider Obligations: Responsibilities and commitments of the service provider
9. Client Obligations: Responsibilities and commitments of the client
10. Reporting and Review: Requirements for service performance reporting and review meetings
11. Fees and Payment: Pricing structure, payment terms, and billing procedures
12. Term and Termination: Duration of agreement and conditions for termination
13. Dispute Resolution: Process for resolving disagreements between parties
14. General Provisions: Standard legal clauses including governing law, notices, and amendments
1. Data Protection and Privacy: Required when services involve handling personal or sensitive data
2. Business Continuity: Include when continuous service operation is critical to the client
3. Environmental Standards: Add when specific environmental compliance or green office practices are required
4. Security Requirements: Include for services involving access control or security-sensitive areas
5. Staff Requirements: Add when specific staff qualifications or security clearances are needed
6. Technology Standards: Include when services involve specific technology or software requirements
7. Change Management: Add for complex service environments requiring formal change procedures
1. Schedule 1 - Service Specifications: Detailed technical specifications of all services provided
2. Schedule 2 - Service Level Metrics: Detailed KPIs, measurement methods, and reporting requirements
3. Schedule 3 - Fee Schedule: Detailed breakdown of fees, charges, and payment terms
4. Schedule 4 - Escalation Matrix: Contact details and escalation procedures for different types of issues
5. Schedule 5 - Required Reports: Templates and specifications for required service reports
6. Schedule 6 - Operating Procedures: Detailed procedures for routine operations and special circumstances
7. Appendix A - Site Plan: Floor plans and location details where services are to be provided
8. Appendix B - Equipment Inventory: List of equipment covered under the service agreement
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