A Digital Marketing SLA (Service Level Agreement) is essential for businesses operating in Indonesia that engage external providers for digital marketing services. This document type is specifically designed to comply with Indonesian legal requirements, including the ITE Law and PDP Law, while establishing clear performance metrics and service standards. The SLA Digital Marketing agreement is particularly relevant in today's digital-first business environment, where measurable outcomes and clear accountability in digital marketing services are crucial. It should be used when engaging professional digital marketing services, defining specific KPIs, response times, reporting requirements, and data protection measures. The document addresses both technical and legal aspects of digital marketing service delivery, incorporating local regulatory compliance requirements while ensuring practical operational effectiveness.
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1. Parties: Identification of the service provider and client, including registered addresses and company details
2. Background: Context of the agreement and brief description of the digital marketing services to be provided
3. Definitions: Detailed definitions of technical terms, metrics, and key concepts used in the agreement
4. Scope of Services: Comprehensive description of digital marketing services covered under the agreement
5. Service Levels and Performance Metrics: Specific, measurable performance targets and KPIs for digital marketing services
6. Reporting and Monitoring: Requirements for performance reporting, monitoring methods, and frequency of updates
7. Response Times and Support: Expected response times for various types of requests and support availability
8. Data Protection and Privacy: Obligations regarding data handling, privacy protection, and compliance with Indonesian PDP Law
9. Security Requirements: Security measures and protocols for protecting systems and data
10. Fees and Payment Terms: Pricing structure, payment schedule, and related financial terms
11. Term and Termination: Duration of agreement, renewal terms, and termination conditions
12. Dispute Resolution: Procedures for handling disputes under Indonesian law
13. Confidentiality: Provisions for protecting confidential information of both parties
14. Force Majeure: Circumstances under which service levels may be suspended due to events beyond reasonable control
15. Governing Law: Specification of Indonesian law as governing law and jurisdiction
1. Intellectual Property Rights: Specific provisions for IP ownership and licensing when content creation is part of the services
2. Third-Party Services: Terms governing the use of third-party tools or platforms in service delivery
3. Content Approval Process: Procedures for content review and approval when content creation is included
4. Social Media Management: Specific terms for social media account management if included in services
5. Training and Knowledge Transfer: Terms for training client staff on digital marketing tools or processes
6. Multi-language Support: Terms for providing services in multiple languages if required
7. Compliance with Industry Standards: Additional compliance requirements for specific industries (e.g., financial services)
8. Business Continuity: Specific provisions for ensuring service continuity in crisis situations
1. Schedule A - Service Specifications: Detailed technical specifications of digital marketing services
2. Schedule B - Service Level Metrics: Detailed KPIs, measurement methods, and target values
3. Schedule C - Fee Schedule: Detailed breakdown of fees, pricing tiers, and payment terms
4. Schedule D - Support Process: Detailed support procedures, escalation matrix, and contact information
5. Schedule E - Reporting Templates: Standard formats for performance reports and monitoring data
6. Appendix 1 - Data Processing Agreement: Detailed terms for personal data processing in compliance with Indonesian PDP Law
7. Appendix 2 - Technical Requirements: Technical specifications for systems, tools, and platforms
8. Appendix 3 - Emergency Contact List: List of key contacts for urgent situations and escalations
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