This document template is specifically designed for establishing high-reliability service commitments through a 99.99 SLA under Indonesian law. It is particularly relevant for critical services where minimal downtime is acceptable, providing a framework for service delivery, performance measurement, and accountability. The document incorporates requirements from Indonesian regulations including the ITE Law, data protection regulations, and consumer protection frameworks. It is commonly used in technology services, infrastructure operations, and regulated industries where service reliability is crucial. The agreement includes detailed service metrics, measurement methodologies, reporting requirements, and compensation mechanisms, making it suitable for complex service arrangements where precise performance standards must be maintained.
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1. Parties: Identification of the service provider and customer, including their legal registration details as required by Indonesian law
2. Background: Context of the agreement and brief description of the services being provided
3. Definitions: Detailed definitions of technical terms, service metrics, and other key terminology used in the agreement
4. Service Description: Comprehensive description of the services covered by the SLA
5. Service Level Commitments: Detailed specification of the 99.99% availability commitment and other service level metrics
6. Service Level Measurement: Methodology for measuring and calculating service availability and other metrics
7. Service Level Reporting: Procedures and timing for reporting service level performance
8. Service Credits and Penalties: Compensation structure for service level failures
9. Problem Management: Procedures for identifying, reporting, and resolving service issues
10. Force Majeure: Circumstances under which service level commitments may be excused
11. Term and Termination: Duration of the agreement and termination conditions
12. Governing Law and Jurisdiction: Specification of Indonesian law as governing law and relevant jurisdiction
1. Data Protection and Privacy: Required if the service involves processing personal data, ensuring compliance with Indonesian data protection laws
2. Disaster Recovery: Required for critical services, outlining recovery procedures and alternate service arrangements
3. Security Requirements: Required if the service involves sensitive data or systems, specifying security standards and protocols
4. Change Management: Required for services that may undergo significant changes, detailing procedures for service modifications
5. Regulatory Compliance: Required for regulated industries, specifying compliance with sector-specific regulations
6. Service Integration: Required when the service must integrate with other systems or services
1. Schedule 1 - Service Definitions: Detailed technical specifications of the services
2. Schedule 2 - Service Level Metrics: Comprehensive list of service level metrics, measurement methods, and thresholds
3. Schedule 3 - Service Credit Calculations: Detailed formulas and examples for calculating service credits
4. Schedule 4 - Support Procedures: Detailed support processes, escalation procedures, and contact information
5. Schedule 5 - Technical Requirements: Technical specifications and requirements for service delivery
6. Appendix A - Incident Priority Matrix: Classification of incidents and corresponding response times
7. Appendix B - Report Templates: Standard templates for service level reporting
8. Appendix C - Contact Details: List of key contacts and escalation points for both parties
Relevant legal definitions
Clauses
Relevant Industries
Information Technology
Banking and Financial Services
Telecommunications
Healthcare
E-commerce
Government Services
Critical Infrastructure
Cloud Services
Data Center Services
Manufacturing
Energy and Utilities
Relevant Teams
Legal
Information Technology
Operations
Service Delivery
Compliance
Risk Management
Infrastructure
Cloud Operations
Network Operations
Technical Support
Contract Management
Vendor Management
Quality Assurance
Service Management
Relevant Roles
Chief Technology Officer
IT Director
Service Delivery Manager
Operations Manager
Legal Counsel
Compliance Officer
Infrastructure Manager
Cloud Services Manager
Technical Account Manager
Service Level Manager
Contract Manager
Risk Manager
Data Center Manager
Systems Administrator
Network Operations Manager
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