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This document serves as a crucial legal framework for technology service providers operating in Indonesia who commit to delivering high-availability services with a specific Service Level Agreement 99.9% Uptime guarantee. It is particularly relevant for cloud services, hosting providers, and critical technology infrastructure operators who must comply with Indonesian regulations while maintaining international service standards. The document integrates requirements from Indonesian electronic transaction laws, including the ITE Law and Government Regulation No. 71 of 2019, while providing clear mechanisms for service measurement, reporting, and remedy calculations. It should be used when establishing formal service commitments that require precise uptime guarantees, especially for business-critical applications and services where service availability is paramount.

1. Parties: Identification of service provider and customer, including registered addresses and company details

2. Background: Context of the agreement, brief description of services, and purpose of the SLA

3. Definitions: Detailed definitions of technical terms, service metrics, and key agreement terminology

4. Service Description: Comprehensive description of services covered under the agreement

5. Service Level Targets: Detailed specification of the 99.9% uptime guarantee and other performance metrics

6. Service Measurement and Monitoring: Methods and tools for measuring service availability and performance

7. Service Credits and Penalties: Compensation structure for failure to meet SLA targets

8. Problem Management and Resolution: Procedures for reporting, escalating, and resolving service issues

9. Force Majeure: Circumstances under which service level commitments may be excused

10. Term and Termination: Duration of agreement and conditions for termination

11. Governing Law and Jurisdiction: Specification of Indonesian law governance and dispute resolution procedures