Document background
This Software as a Service SLA template is designed for use in the Indonesian market, providing a comprehensive framework for defining and managing service level commitments between SaaS providers and their customers. The document is essential when establishing a formal agreement for cloud-based software services in Indonesia, ensuring compliance with key regulations including the Electronic Information and Transactions Law, Personal Data Protection Law, and related implementing regulations. The SLA covers critical aspects such as service availability, performance metrics, support levels, data security, and compliance requirements, while incorporating specific provisions required under Indonesian law for electronic system operators. It's particularly important for businesses operating in regulated industries or handling sensitive data, as it establishes clear accountability and performance standards while meeting local regulatory requirements.
