Support Agreements are essential documents in Indonesian business operations where ongoing technical, operational, or maintenance support is required. This Support Agreement template is specifically designed to comply with Indonesian law and regulatory requirements, including the Indonesian Civil Code and relevant sector-specific regulations. It is typically used when a service provider agrees to provide ongoing support services to a customer, whether for software, hardware, infrastructure, or operational systems. The agreement covers crucial aspects such as service level commitments, response times, support scope, fee structures, and escalation procedures. It includes provisions for both preventive and corrective maintenance, help desk services, and technical support, while ensuring alignment with Indonesian business practices and legal requirements, including mandatory use of the Indonesian language in commercial contracts.
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1. Parties: Identification of the service provider and service recipient, including full legal names, registration numbers, and addresses
2. Background: Context of the agreement, relationship between parties, and general purpose of the support services
3. Definitions: Definitions of key terms used throughout the agreement
4. Scope of Services: Detailed description of support services to be provided
5. Service Provider Obligations: Key responsibilities and commitments of the service provider
6. Customer Obligations: Requirements and responsibilities of the customer to enable service delivery
7. Service Levels: Performance standards, response times, and service availability commitments
8. Fees and Payment: Pricing, payment terms, invoicing procedures, and any additional charges
9. Term and Termination: Duration of agreement, renewal terms, and termination provisions
10. Confidentiality: Protection and handling of confidential information
11. Intellectual Property: Ownership and usage rights of any IP involved in service delivery
12. Liability and Indemnification: Limitation of liability and indemnification obligations
13. Force Majeure: Provisions for handling events beyond reasonable control
14. Governing Law and Dispute Resolution: Applicable law and methods for resolving disputes
15. General Provisions: Standard boilerplate clauses including notices, assignment, and amendments
1. Data Protection: Required when personal data processing is involved in support services
2. Disaster Recovery: Include when support services are critical to customer operations
3. Security Requirements: Necessary when support involves access to sensitive systems or information
4. Personnel Requirements: Include when specific qualifications or security clearances are required for support staff
5. Transition Services: Required when complex handover procedures are needed at start or end of services
6. Insurance: Include when specific insurance coverage is required for service delivery
7. Compliance with Laws: Detailed section needed when operating in heavily regulated industries
8. Third-Party Services: Include when subcontractors or third-party services are part of support delivery
1. Schedule 1 - Service Level Agreement: Detailed metrics, measurements, and penalties for service level compliance
2. Schedule 2 - Support Services Description: Detailed technical specifications of support services
3. Schedule 3 - Fee Schedule: Detailed breakdown of fees, rates, and payment terms
4. Schedule 4 - Escalation Matrix: Contact details and procedures for different levels of support
5. Schedule 5 - Technical Requirements: Technical specifications, systems, and infrastructure requirements
6. Schedule 6 - Report Formats: Templates and formats for required service reports
7. Appendix A - Service Locations: List of locations where support services will be provided
8. Appendix B - Key Personnel: Details of key staff assigned to provide support services
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