A Cloud SLA is essential for establishing clear service expectations and accountability in cloud service relationships. This document is used when a cloud service provider enters into a service commitment with a customer in Indonesia, requiring compliance with local regulations while maintaining international service standards. The agreement specifically addresses requirements under Indonesian law, including Government Regulation No. 71 of 2019 on Electronic Systems and Transactions, and the Personal Data Protection Law of 2022. It includes detailed service level commitments, performance metrics, data protection measures, security requirements, and remedy mechanisms for service failures. The Cloud SLA is particularly important given Indonesia's strict data sovereignty requirements and the need for clear service performance standards in the growing digital economy.
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1. Parties: Identification of the cloud service provider and the customer, including their legal status and registration details as required by Indonesian law
2. Background: Context of the agreement and brief description of the cloud services to be provided
3. Definitions: Detailed definitions of technical terms, service metrics, and key concepts used throughout the agreement
4. Service Description: Detailed description of the cloud services, including service components, features, and specifications
5. Service Level Commitments: Specific, measurable performance targets including availability, response time, and reliability metrics
6. Service Credits and Penalties: Compensation mechanism for service level failures and calculation methods for service credits
7. Data Protection and Security: Compliance with Indonesian PDP Law requirements, security measures, and data handling procedures
8. Service Monitoring and Reporting: Methods for measuring service levels, reporting frequency, and performance monitoring procedures
9. Support Services: Description of technical support, maintenance windows, and incident response procedures
10. Force Majeure: Circumstances beyond reasonable control affecting service delivery
11. Term and Termination: Duration of the agreement, renewal terms, and termination conditions
12. Governing Law and Dispute Resolution: Specification of Indonesian law as governing law and dispute resolution procedures
1. Disaster Recovery: Detailed recovery procedures and commitments, recommended for critical services
2. Data Center Locations: Specific information about data center locations and data residency, important for clients with strict data locality requirements
3. Compliance with Industry Standards: Additional compliance commitments for specific industries (e.g., financial services under OJK regulations)
4. Business Continuity: Extended business continuity provisions, recommended for enterprise-level services
5. Multi-tenant Environment Management: Specific provisions for shared infrastructure environments, relevant for public cloud services
6. API Service Levels: Specific performance metrics for API services, if applicable
7. Environmental Standards: Green computing and environmental commitments, relevant for environmentally conscious clients
1. Service Level Metrics and Calculations: Detailed technical specifications of service level measurements and calculations
2. Security Standards and Procedures: Comprehensive security protocols and compliance requirements
3. Technical Support Details: Detailed support procedures, escalation paths, and contact information
4. Pricing and Service Credits: Detailed pricing structure and service credit calculations
5. Data Processing Agreement: Specific terms for personal data processing in compliance with Indonesian PDP Law
6. Business Continuity and Disaster Recovery Procedures: Detailed procedures and commitments for service continuity
7. Compliance Certifications: Copies of relevant compliance certifications and audit reports
Relevant legal definitions
Clauses
Relevant Industries
Technology
Financial Services
Healthcare
E-commerce
Manufacturing
Government Services
Education
Telecommunications
Retail
Insurance
Banking
Professional Services
Relevant Teams
Legal
Information Technology
Information Security
Compliance
Procurement
Risk Management
Technical Operations
Service Delivery
Contract Management
Cloud Infrastructure
Data Protection
Relevant Roles
Chief Technology Officer
IT Director
Cloud Services Manager
Legal Counsel
Compliance Officer
Information Security Manager
Service Delivery Manager
Contract Manager
Data Protection Officer
Enterprise Architect
Infrastructure Manager
Procurement Manager
Risk Manager
Technical Operations Director
Cloud Solutions Architect
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