The Banking SLA is a critical document used in the Indonesian banking sector to establish and maintain service standards between banks and their service providers. This document type is essential when establishing formal service relationships for various banking operations, including core banking services, digital banking platforms, payment systems, and IT infrastructure. The SLA in Banking context requires specific attention to Indonesian regulatory requirements, including OJK Regulations on Digital Banking Services, Bank Indonesia's Risk Management guidelines, and various financial sector compliance requirements. It typically includes detailed service metrics, performance standards, security requirements, and operational procedures, all aligned with Indonesian banking sector regulations and best practices.
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1. Parties: Identification of the bank and the service provider/vendor, including complete legal names and registration details
2. Background: Context of the agreement and brief description of the services to be provided
3. Definitions: Detailed definitions of technical terms, service metrics, and other key terms used in the agreement
4. Scope of Services: Comprehensive description of banking services covered under the agreement
5. Service Levels and Performance Metrics: Detailed service level requirements, KPIs, and measurement methodologies
6. Monitoring and Reporting: Procedures for monitoring service performance and reporting requirements
7. Security and Compliance: Security requirements, regulatory compliance obligations, and data protection measures
8. Business Continuity and Disaster Recovery: Requirements for service continuity and recovery procedures
9. Roles and Responsibilities: Detailed responsibilities of both parties in service delivery and management
10. Problem Resolution and Escalation: Procedures for handling service issues and escalation paths
11. Penalties and Remedies: Consequences of service level breaches and remediation processes
12. Term and Termination: Duration of the agreement and conditions for termination
13. General Provisions: Standard legal clauses including governing law, dispute resolution, and notices
1. Change Management: Procedures for requesting and implementing service changes - include for complex service relationships
2. Transition Services: Procedures for service transition and knowledge transfer - relevant for new service implementations
3. Risk Management: Specific risk management procedures and controls - include for high-risk services
4. Audit Rights: Detailed audit procedures and requirements - important for critical banking services
5. Regulatory Reporting: Specific reporting requirements to meet regulatory obligations - include if required by regulators
6. Third-Party Dependencies: Management of third-party service providers - include if subcontractors are involved
7. Innovation and Continuous Improvement: Requirements for service enhancement and innovation - relevant for long-term strategic partnerships
1. Schedule A - Service Descriptions: Detailed technical specifications of all services covered
2. Schedule B - Service Level Metrics: Detailed KPIs, measurement methods, and target levels
3. Schedule C - Pricing and Penalties: Fee structure, payment terms, and penalty calculations
4. Schedule D - Security Requirements: Detailed security protocols and compliance requirements
5. Schedule E - Operational Procedures: Day-to-day operational procedures and protocols
6. Schedule F - Contact Matrix: Key contacts and escalation hierarchy
7. Schedule G - Business Continuity Plan: Detailed continuity and disaster recovery procedures
8. Appendix 1 - Reporting Templates: Standard templates for service level reporting
9. Appendix 2 - Technical Infrastructure: Details of technical infrastructure and system requirements
Relevant legal definitions
Clauses
Relevant Industries
Banking
Financial Services
Information Technology
Payment Services
Digital Banking
Financial Technology
Professional Services
Telecommunications
Relevant Teams
Information Technology
Operations
Legal
Compliance
Risk Management
Digital Banking
Vendor Management
Information Security
Service Delivery
Quality Assurance
Procurement
Contract Management
Relevant Roles
Chief Information Officer
Head of IT Operations
Service Delivery Manager
Compliance Officer
Risk Management Director
IT Security Manager
Digital Banking Head
Vendor Management Officer
Operations Director
Chief Technology Officer
Banking Operations Manager
Contract Manager
Legal Counsel
Procurement Manager
Quality Assurance Manager
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