This Backup Service Level Agreement is essential for organizations operating in Indonesia that require professional backup services for their critical data and systems. The document is designed to comply with Indonesian regulations, particularly Government Regulation No. 71 of 2019 and the Electronic Information and Transactions Law, while establishing clear service expectations and performance metrics. It is typically used when engaging with backup service providers or implementing internal service level commitments for backup operations. The agreement includes comprehensive details about service scope, performance standards, security requirements, and compliance measures, making it suitable for both technical and legal stakeholders. This document is particularly crucial given Indonesia's strict requirements regarding electronic system operations and data protection, ensuring that backup services meet both operational needs and regulatory obligations.
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1. Parties: Identification of the service provider and customer, including their legal details and authorized representatives
2. Background: Context of the agreement and brief description of the services to be provided
3. Definitions: Detailed definitions of technical and legal terms used throughout the agreement
4. Service Description: Detailed description of backup services, including types of backup, frequency, and storage locations
5. Service Level Requirements: Specific performance metrics, including backup success rates, recovery time objectives (RTO), and recovery point objectives (RPO)
6. Data Security and Privacy: Security measures, data protection protocols, and compliance with Indonesian data protection laws
7. Service Provider Responsibilities: Obligations of the service provider including monitoring, reporting, and maintenance
8. Customer Responsibilities: Customer obligations including providing access, maintaining source systems, and cooperation requirements
9. Performance Monitoring and Reporting: Methods and frequency of service level measurement and reporting
10. Incident Management: Procedures for handling backup failures, data recovery requests, and other incidents
11. Fees and Payment Terms: Pricing structure, payment schedule, and billing procedures
12. Term and Termination: Duration of agreement, renewal terms, and termination conditions
13. Governing Law and Dispute Resolution: Application of Indonesian law and dispute resolution procedures
1. Regulatory Compliance: Additional compliance requirements for regulated industries (e.g., financial services, healthcare)
2. Business Continuity: Extended provisions for business continuity and disaster recovery planning
3. Data Center Specifications: Detailed requirements for data center locations and specifications when required by specific regulations
4. Exit Management: Detailed procedures for service transition at contract end, including data return or deletion
5. Force Majeure: Specific provisions for handling force majeure events affecting backup services
6. Insurance Requirements: Specific insurance coverage requirements for high-value or high-risk services
7. Third-Party Service Providers: Provisions regarding the use and management of third-party service providers or subcontractors
1. Schedule 1 - Service Level Specifications: Detailed technical specifications of backup services, including backup types, retention periods, and performance metrics
2. Schedule 2 - Pricing and Payment Schedule: Detailed pricing structure, including base fees, variable charges, and any performance-related adjustments
3. Schedule 3 - Technical Requirements: Specific technical requirements for systems, connectivity, and compatibility
4. Schedule 4 - Security Standards: Detailed security protocols, encryption standards, and access control requirements
5. Schedule 5 - Operational Procedures: Step-by-step procedures for routine operations, incident management, and escalation
6. Appendix A - Service Level Metrics Calculation: Detailed methodology for calculating and measuring service level performance
7. Appendix B - Report Templates: Standard templates for various service reports and performance measurements
8. Appendix C - Contact Details: Contact information for key personnel and escalation paths
Relevant legal definitions
Clauses
Relevant Industries
Financial Services
Healthcare
Technology
Government
Education
Manufacturing
Retail
Telecommunications
Professional Services
Energy and Utilities
Insurance
Media and Entertainment
Relevant Teams
Information Technology
Information Security
Legal
Compliance
Risk Management
Operations
Infrastructure
Service Delivery
Procurement
Data Management
Business Continuity
Relevant Roles
Chief Information Officer
IT Director
Information Security Manager
Data Protection Officer
IT Operations Manager
Systems Administrator
Backup Administrator
Infrastructure Manager
Risk Management Officer
Compliance Officer
Legal Counsel
Procurement Manager
Service Delivery Manager
Technical Operations Director
Chief Technology Officer
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