The Corporate Level SLA is essential for organizations operating in Indonesia that require formal documentation of service commitments and performance standards at an enterprise level. This document type is particularly important when establishing long-term service relationships between corporations, ensuring clear accountability and measurable service delivery standards. It incorporates requirements from Indonesian contract law, electronic transaction regulations, and data protection requirements, while addressing specific needs for corporate service delivery, performance measurement, and remedy mechanisms. The agreement typically covers complex service arrangements, multiple service categories, and enterprise-wide applications, making it suitable for large-scale business relationships where service quality and reliability are critical to operations.
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1. Parties: Identification of service provider and customer, including full legal names, registration numbers, and addresses
2. Background: Context of the agreement, relationship between parties, and general purpose of the SLA
3. Definitions: Detailed definitions of technical terms, service-related terminology, and other key concepts used in the agreement
4. Service Description: Comprehensive description of services to be provided, including scope and boundaries
5. Service Levels: Detailed performance metrics, measurement methods, and minimum acceptable service levels
6. Service Credits and Penalties: Compensation mechanism for service level failures and calculation methods
7. Monitoring and Reporting: Procedures for monitoring service performance and reporting requirements
8. Response and Resolution Times: Timeframes for responding to and resolving various categories of issues
9. Business Hours and Support Availability: Definition of operating hours, support coverage, and holiday schedules
10. Change Management: Procedures for requesting, approving, and implementing changes to services
11. Term and Termination: Duration of agreement, renewal terms, and termination conditions
12. Force Majeure: Circumstances under which service levels may be excused due to events beyond reasonable control
13. Governing Law and Dispute Resolution: Specification of Indonesian law as governing law and dispute resolution procedures
1. Data Protection and Privacy: Required when services involve processing or storing personal or sensitive data
2. Disaster Recovery: Include when business continuity is critical to service delivery
3. Security Requirements: Necessary when services involve access to customer systems or sensitive information
4. Subcontractor Management: Include when service provider may use third-party contractors
5. Environmental Requirements: Required when services have significant environmental impact or sustainability requirements
6. Innovation and Continuous Improvement: Optional section for long-term strategic partnerships
7. Knowledge Transfer: Include when service transition or exit planning is critical
1. Schedule 1 - Service Definitions: Detailed technical specifications of each service component
2. Schedule 2 - Service Level Metrics: Specific performance indicators, measurement methodologies, and targets
3. Schedule 3 - Fee Schedule: Pricing structure, service credits calculation, and payment terms
4. Schedule 4 - Escalation Matrix: Contact details and escalation procedures for various types of issues
5. Schedule 5 - Technical Requirements: Infrastructure, system, and technical specifications required for service delivery
6. Schedule 6 - Reporting Templates: Standard formats for performance reports and service level measurements
7. Appendix A - Service Request Procedures: Detailed procedures for submitting and handling service requests
8. Appendix B - Incident Classification: Categories of incidents and corresponding response requirements
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