This SLA Vendor template is designed for use in Indonesia when establishing formal service commitments and performance standards between service providers and their customers. The document incorporates requirements under Indonesian law, including the Civil Code, Electronic Information and Transactions Law, and language requirements under Law No. 24 of 2009. It is particularly relevant for businesses seeking to formalize vendor relationships with clear, measurable service standards and accountability mechanisms. The SLA Vendor agreement includes comprehensive service definitions, performance metrics, reporting requirements, and remedy mechanisms, making it suitable for both domestic and international service arrangements within Indonesian jurisdiction. This template should be used when organizations need to establish clear service expectations, measurement criteria, and consequences for service level breaches with their vendors.
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1. Parties: Identification of service provider and recipient, including registration details as required under Indonesian law
2. Background: Context of the agreement and relationship between the parties
3. Definitions: Definitions of technical terms, service-related terminology, and other key concepts used in the agreement
4. Service Description: Detailed description of services to be provided, including scope and exclusions
5. Service Levels: Specific, measurable performance standards and metrics that the vendor must meet
6. Performance Monitoring: Methods and procedures for measuring and reporting service level performance
7. Vendor Obligations: Key responsibilities and commitments of the service provider
8. Customer Obligations: Responsibilities and commitments required from the customer to enable service delivery
9. Fees and Payment: Pricing, payment terms, and any performance-related adjustments
10. Service Credits: Calculation and application of credits for service level failures
11. Governance: Management structure, reporting requirements, and meeting schedules
12. Data Protection: Data handling, privacy, and security requirements in compliance with Indonesian regulations
13. Confidentiality: Protection of confidential information and trade secrets
14. Term and Termination: Duration of agreement, renewal provisions, and termination rights
15. Dispute Resolution: Process for resolving disputes, including jurisdiction under Indonesian law
1. Business Continuity: Required for critical services where continuous operation is essential
2. Compliance with Specific Regulations: Needed when services are in regulated industries (e.g., financial services, healthcare)
3. Insurance Requirements: Include when specific insurance coverage is necessary for service delivery
4. Intellectual Property Rights: Required when services involve creation or use of intellectual property
5. Change Management: Include for complex services where formal change processes are needed
6. Force Majeure: While common, can be optional based on risk assessment and industry practice
7. Personnel Requirements: Include when specific qualifications or security clearances are required
8. Language Requirements: Required when services are delivered in specific languages or translation is needed
1. Service Level Specifications: Detailed technical specifications of service levels and measurement methodologies
2. Pricing Schedule: Detailed breakdown of fees, charges, and pricing calculations
3. Service Credit Calculations: Formulas and examples for calculating service credits
4. Operational Procedures: Detailed procedures for service delivery, incident management, and escalation
5. Technical Requirements: Specific technical requirements, systems, and infrastructure specifications
6. Contact Details: Key personnel and escalation contacts for both parties
7. Report Templates: Standard formats for performance reports and other required documentation
8. Security Requirements: Detailed security protocols and requirements for service delivery
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