This document serves as a critical framework for establishing and managing service delivery standards and operational commitments between parties operating under Indonesian jurisdiction. The SLA/OLA template is specifically designed to comply with Indonesian legal requirements, including the ITE Law (Law No. 11 of 2008) and Government Regulation No. 71 of 2019 on Electronic Systems and Transactions. It is particularly relevant for organizations needing to formalize service arrangements, whether between internal departments or with external providers, while ensuring alignment with local regulatory requirements. The document provides comprehensive coverage of service metrics, performance standards, operational procedures, and governance mechanisms, with specific attention to Indonesian language requirements and local business practices.
Thank you! Your submission has been received!
Oops! Something went wrong while submitting the form.
Your data doesn't train Genie's AI
You keep IP ownership聽of your docs
1. Parties: Identification of service provider and service recipient, including complete legal names and addresses
2. Background: Context of the agreement, relationship between parties, and general purpose of the SLA/OLA
3. Definitions: Detailed definitions of technical terms, service metrics, and key concepts used throughout the agreement
4. Service Description: Comprehensive description of services to be provided, including scope and boundaries
5. Service Level Targets: Specific, measurable performance metrics and targets that the service provider commits to achieve
6. Service Availability: Defined service hours, maintenance windows, and availability commitments
7. Performance Monitoring: Methods and tools for measuring and monitoring service performance
8. Incident Management: Procedures for reporting, responding to, and resolving service incidents
9. Responsibilities: Clear delineation of responsibilities between service provider and recipient
10. Reporting: Frequency and format of service performance reports
11. Review and Governance: Process for regular review meetings and service governance
12. Term and Termination: Duration of agreement and conditions for termination
13. General Provisions: Standard legal clauses including governing law, notices, and amendment procedures
1. Penalties and Credits: Financial implications for missing service levels - used when monetary compensation is part of the agreement
2. Disaster Recovery: Procedures for service continuity in disaster scenarios - important for critical services
3. Security Requirements: Specific security standards and protocols - essential for services handling sensitive data
4. Data Protection: Data handling and privacy requirements - required when personal or sensitive data is involved
5. Transition Services: Procedures for service handover - important for complex services or when replacing existing providers
6. Innovation and Continuous Improvement: Framework for service enhancement - useful for long-term strategic partnerships
7. Force Majeure: Provisions for unforeseeable circumstances - particularly relevant in Indonesian context due to natural disasters
1. Service Level Metrics: Detailed technical specifications of all service level measurements and calculations
2. Pricing and Penalties: Detailed fee structure and service credit calculations if applicable
3. Operational Procedures: Step-by-step procedures for key operational processes
4. Contact Matrix: List of key contacts and escalation paths for both parties
5. Technical Infrastructure: Description of systems, tools, and infrastructure supporting the service
6. Report Templates: Standard formats for various required reports
7. Business Continuity Plan: Detailed procedures for maintaining service in various disruption scenarios
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.
Download
Agreed SLA
An Indonesian law-governed Service Level Agreement defining measurable service standards and performance metrics between service provider and recipient.
Download
SLA IT Service Management
An Indonesian-law governed IT Service Management SLA defining service levels, performance metrics, and delivery standards for IT services.
Download
SLA Customer Service
An Indonesian law-governed Service Level Agreement establishing performance standards and metrics for customer service operations.
Download
SLA Maintenance Contract
An Indonesian law-governed maintenance service level agreement defining maintenance services, performance standards, and obligations between service provider and customer.
Download
SLA Security
An Indonesian-law governed Security SLA defining security service standards, performance metrics, and compliance requirements between service provider and client.
Download
Cloud SLA
Indonesian-law governed Cloud Service Level Agreement defining service performance standards and data protection requirements.
Download
Supplier Level Agreement
An Indonesian law-governed agreement establishing service levels and performance requirements between a company and its supplier.
Download
SLA Change Management
An Indonesian law-compliant framework for managing changes to Service Level Agreements, detailing processes, roles, and compliance requirements.
Download
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.
Download
SLA Administration
An Indonesian law-governed agreement establishing service level management framework and administrative procedures between service providers and clients.
Download
Basic SLA
An Indonesian law-governed Basic Service Level Agreement defining service standards, performance metrics, and mutual obligations between service provider and customer.
Download
SLA Site
An Indonesian law-governed Service Level Agreement defining performance metrics and operational requirements for site-based services.
Download
SLA For Problem Management
An Indonesian law-governed SLA establishing service levels and procedures for IT problem management, aligned with local ITE Law requirements.
Download
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.
Download
Service Level Agreement Software
An Indonesian law-governed agreement defining software service delivery terms, performance metrics, and compliance requirements under ITE Law.
Download
Service Level Agreement (Healthcare)
An Indonesian law-governed agreement establishing healthcare service delivery standards and performance metrics between healthcare providers and facilities.
Download
Expected SLA
An Indonesian-law governed Service Level Agreement defining expected service standards, performance metrics, and accountability measures between service provider and customer.
Download
Common SLA
An Indonesian law-governed Service Level Agreement defining service standards, performance metrics, and remedies between service provider and customer.
Download
Agency SLA
An Indonesian law-governed Service Level Agreement establishing agency relationship terms and service performance standards, required to be in bilingual format.
Download
SLA Production
An Indonesian law-governed Service Level Agreement establishing performance metrics and requirements for production services, compliant with local industrial regulations.
Download
SLA Enterprise
An enterprise-level Service Level Agreement (SLA) governed by Indonesian law, establishing service commitments and performance metrics between provider and enterprise customer.
Download
Maintenance SLA
Indonesian-law compliant Maintenance Service Level Agreement template defining service standards and mutual obligations for maintenance services.
Download
Simple SLA
An Indonesian law-compliant Service Level Agreement template establishing service standards and performance metrics between provider and customer.
Download
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.
Download
Outsourcing SLA
Indonesian law-governed outsourcing service level agreement defining terms, conditions, and performance metrics for outsourced services provision.
Download
Normal SLA
An Indonesian law-governed Service Level Agreement defining service standards, performance metrics, and accountability measures between parties.
Download
Cleaning Service Level Agreement
An Indonesian law-governed agreement establishing terms, conditions, and performance standards for professional cleaning services.
Download
99.999 SLA
High-availability (99.999%) Service Level Agreement compliant with Indonesian electronic transaction and consumer protection laws.
Download
Maintenance Level Agreement
An Indonesian law-governed agreement establishing maintenance service levels, performance standards, and responsibilities between service providers and clients.
Download
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.
Download
SLA Warehouse
An Indonesian-law governed agreement establishing performance metrics and operational standards for warehouse services.
Download
SLA Storage
An Indonesian law-governed Service Level Agreement for storage services, defining performance metrics and compliance requirements for data storage solutions.
Download
SLA Product Management
An Indonesian law-governed Service Level Agreement establishing performance metrics and standards for product management services.
Download
SLA Management Process
An Indonesian law-compliant framework for managing Service Level Agreements, including performance monitoring and governance procedures.
Download
SLA Employee
An Indonesian law-governed employment agreement incorporating service level requirements and performance metrics while ensuring compliance with local labor regulations.
Download
SLA Database
An Indonesian-law governed Service Level Agreement defining database service performance metrics, availability commitments, and compliance requirements.
Download
SLA Account Management
An Indonesian law-governed Service Level Agreement defining account management services, performance metrics, and service standards between provider and client.
Download
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.
Download
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.
Download
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)