The Basic SLA is a crucial document used in Indonesian business relationships to establish clear service delivery standards and accountability measures. This agreement type is particularly relevant when organizations need to formalize their service commitments and performance expectations while ensuring compliance with Indonesian law, including the Civil Code (KUHPerdata) and relevant sector-specific regulations. The document typically addresses service definitions, performance metrics, measurement methodologies, reporting requirements, and remedy mechanisms. It serves as a foundational agreement that can be adapted across various service contexts, from IT services to professional services, while maintaining the necessary legal framework required under Indonesian jurisdiction. The Basic SLA is especially important in the Indonesian business context where formal documentation of service commitments is increasingly required for both regulatory compliance and business certainty.
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1. Parties: Identification of the service provider and customer, including their complete legal names, registration numbers, and addresses
2. Background: Context of the agreement, brief description of the services, and the parties' intentions
3. Definitions: Definitions of key terms used throughout the agreement
4. Service Description: Detailed description of the services to be provided
5. Service Levels: Specific, measurable performance standards and metrics that the service provider commits to meet
6. Service Level Measurement: Methods and procedures for measuring and reporting service level performance
7. Response and Resolution Times: Timeframes for responding to and resolving service issues or requests
8. Service Credits: Compensation mechanism when service levels are not met
9. Reporting: Requirements for performance reporting, including frequency and format
10. Support Services: Description of support services, including hours of operation and contact procedures
11. Customer Obligations: Requirements and responsibilities of the customer
12. Term and Termination: Duration of the agreement and conditions for termination
13. Governing Law: Specification of Indonesian law as governing law and jurisdiction
14. General Provisions: Standard contractual provisions including notices, amendments, and entire agreement
1. Data Protection: Required when services involve processing personal or sensitive data
2. Disaster Recovery: Include when service continuity is critical or when handling sensitive systems
3. Change Management: Include for services that may require frequent modifications or updates
4. Security Requirements: Required when services involve IT systems or sensitive information
5. Subcontractors: Include when the service provider may need to engage third parties
6. Insurance: Include when services involve significant risk or regulatory requirements
7. Force Majeure: Optional but recommended for services that could be affected by external events
8. Intellectual Property: Include when services involve creation or use of intellectual property
1. Schedule 1 - Service Level Metrics: Detailed technical specifications of service level targets and measurement methods
2. Schedule 2 - Fee Schedule: Detailed breakdown of fees, service credits, and payment terms
3. Schedule 3 - Support Procedures: Detailed procedures for requesting and receiving support services
4. Schedule 4 - Escalation Matrix: Contact details and procedures for issue escalation
5. Schedule 5 - Technical Requirements: Technical specifications and requirements for service delivery
6. Appendix A - Service Report Template: Template for regular service level reporting
7. Appendix B - Incident Classification: Categories and definitions of different types of service incidents
Relevant legal definitions
Clauses
Relevant Industries
Information Technology
Telecommunications
Professional Services
Business Process Outsourcing
Cloud Computing
Software Development
Managed Services
Healthcare
Financial Services
Manufacturing
Logistics
Facilities Management
Relevant Teams
Legal
Operations
Procurement
Information Technology
Compliance
Service Delivery
Account Management
Project Management
Quality Assurance
Risk Management
Vendor Management
Customer Success
Relevant Roles
Service Delivery Manager
Operations Director
Contract Manager
Legal Counsel
Procurement Manager
IT Manager
Compliance Officer
Account Manager
Project Manager
Operations Manager
Business Development Manager
Quality Assurance Manager
Customer Success Manager
Vendor Management Specialist
Risk Manager
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