1. Parties: Identification of the service provider and client, including their legal status and registered addresses
2. Background: Context of the agreement and brief description of the services to be provided at the site
3. Definitions: Detailed definitions of technical terms, service metrics, and other key terms used throughout the agreement
4. Service Description: Detailed description of services to be provided, including scope and limitations
5. Site Access and Security: Requirements and procedures for accessing the site, security protocols, and access control measures
6. Service Levels: Specific service level commitments, performance metrics, and measurement methodologies
7. Response and Resolution Times: Timeframes for responding to and resolving various categories of issues
8. Monitoring and Reporting: Methods and frequency of service level monitoring and reporting requirements
9. Maintenance and Support: Scheduled maintenance procedures, support services, and related protocols
10. Client Obligations: Responsibilities and obligations of the client, including provision of access and information
11. Fees and Payment: Payment terms, fee structure, and billing procedures
12. Service Credits: Calculation and application of service credits for failure to meet service levels
13. Term and Termination: Duration of agreement, renewal terms, and termination conditions
14. Force Majeure: Circumstances beyond reasonable control and their impact on service obligations
15. Liability and Indemnification: Limitations of liability and indemnification obligations of both parties
16. Governing Law and Dispute Resolution: Application of Indonesian law and dispute resolution procedures
