This Infrastructure SLA template is essential for organizations operating or managing infrastructure services in Indonesia, where clear service standards and performance metrics are crucial for regulatory compliance and operational efficiency. The document is designed to meet requirements under Indonesian law, including the Construction Services Law, Investment Law, and sector-specific regulations. It should be used when establishing or formalizing infrastructure service arrangements, whether for physical infrastructure (such as buildings, utilities, or transportation systems) or digital infrastructure (such as IT networks or data centers). The agreement includes comprehensive service definitions, performance standards, maintenance requirements, compliance obligations, and remediation procedures, all aligned with Indonesian legal requirements while incorporating international best practices for infrastructure service management.
Your data doesn't train Genie's AI
You keep IP ownership of your information
Thank you! Your submission has been received!
Oops! Something went wrong while submitting the form.
OR
Let Ƶ's market-leading legal AI identify missing terms, unusual language, compliance issues and more - in just seconds.
1. Parties: Identification of the service provider and customer, including their legal status and registration details
2. Background: Context of the agreement, including the infrastructure scope and purpose
3. Definitions: Detailed definitions of technical and legal terms used throughout the agreement
4. Service Scope: Detailed description of infrastructure services covered under the agreement
5. Service Levels: Specific, measurable performance standards and metrics for the infrastructure services
6. Performance Monitoring: Methods and procedures for monitoring and reporting service performance
7. Response and Resolution Times: Timeframes for addressing various categories of issues and incidents
8. Maintenance and Support: Scheduled maintenance procedures and support services specifications
9. Security Requirements: Security standards and protocols for infrastructure protection
10. Disaster Recovery: Procedures and responsibilities for disaster recovery and business continuity
11. Fees and Payment: Pricing structure, payment terms, and billing procedures
12. Service Credits: Compensation mechanism for service level failures
13. Term and Termination: Duration of agreement, renewal terms, and termination conditions
14. Liability and Indemnification: Scope of liability and indemnification obligations
15. Force Majeure: Circumstances exempt from normal performance obligations
16. Dispute Resolution: Procedures for resolving disputes under Indonesian law
17. Governing Law: Specification of Indonesian law as governing law and jurisdiction
1. Environmental Compliance: Required for infrastructure services with environmental impact considerations
2. Local Content Requirements: Needed when local content regulations apply to the infrastructure
3. Change Management: For services requiring frequent modifications or upgrades
4. Knowledge Transfer: When training or technology transfer is part of the service scope
5. Third-Party Integration: For infrastructure services requiring integration with other systems
6. Special Compliance Requirements: For sector-specific regulatory compliance (e.g., healthcare, financial services)
7. Exit Management: Detailed transition procedures for service termination
1. Schedule A - Service Specifications: Detailed technical specifications of infrastructure services
2. Schedule B - Service Level Metrics: Comprehensive list of SLA metrics and measurement methodologies
3. Schedule C - Pricing and Fee Structure: Detailed breakdown of fees, charges, and payment terms
4. Schedule D - Operational Procedures: Step-by-step procedures for routine operations and maintenance
5. Schedule E - Incident Management: Classification and handling procedures for various types of incidents
6. Schedule F - Contact Matrix: List of key contacts and escalation procedures
7. Schedule G - Equipment and Assets: Inventory of infrastructure equipment covered under the agreement
8. Appendix 1 - Technical Requirements: Detailed technical requirements and standards
9. Appendix 2 - Compliance Certificates: Required permits, licenses, and compliance certificates
10. Appendix 3 - Performance Report Templates: Standard templates for performance reporting
Relevant legal definitions
Clauses
Relevant Industries
Information Technology
Telecommunications
Energy and Utilities
Transportation
Healthcare
Manufacturing
Government Infrastructure
Data Centers
Smart Cities
Industrial Estates
Commercial Real Estate
Education
Relevant Teams
Operations
Infrastructure Management
Facilities Management
Technical Services
Legal
Compliance
Procurement
Risk Management
Quality Assurance
Contract Administration
Project Management
Service Delivery
Maintenance
Relevant Roles
Infrastructure Manager
Facilities Director
Operations Manager
Technical Services Manager
Compliance Officer
Contract Manager
Service Delivery Manager
Chief Technology Officer
Chief Operations Officer
Project Manager
Maintenance Manager
Quality Assurance Manager
Risk Manager
Legal Counsel
Procurement Manager
Find the exact document you need
Monitoring Service Level Agreement
An Indonesian law-governed agreement establishing service level monitoring requirements, performance metrics, and compliance standards between service providers and recipients.
Download
Agreed SLA
An Indonesian law-governed Service Level Agreement defining measurable service standards and performance metrics between service provider and recipient.
Download
SLA IT Service Management
An Indonesian-law governed IT Service Management SLA defining service levels, performance metrics, and delivery standards for IT services.
Download
SLA Customer Service
An Indonesian law-governed Service Level Agreement establishing performance standards and metrics for customer service operations.
Download
SLA Maintenance Contract
An Indonesian law-governed maintenance service level agreement defining maintenance services, performance standards, and obligations between service provider and customer.
Download
SLA Security
An Indonesian-law governed Security SLA defining security service standards, performance metrics, and compliance requirements between service provider and client.
Download
Cloud SLA
Indonesian-law governed Cloud Service Level Agreement defining service performance standards and data protection requirements.
Download
Supplier Level Agreement
An Indonesian law-governed agreement establishing service levels and performance requirements between a company and its supplier.
Download
SLA Change Management
An Indonesian law-compliant framework for managing changes to Service Level Agreements, detailing processes, roles, and compliance requirements.
Download
Sla (Retail)
An Indonesian-law governed Service Level Agreement defining performance standards and service expectations for retail businesses, ensuring compliance with local regulations and business practices.
Download
SLA Administration
An Indonesian law-governed agreement establishing service level management framework and administrative procedures between service providers and clients.
Download
Basic SLA
An Indonesian law-governed Basic Service Level Agreement defining service standards, performance metrics, and mutual obligations between service provider and customer.
Download
SLA Site
An Indonesian law-governed Service Level Agreement defining performance metrics and operational requirements for site-based services.
Download
SLA For Problem Management
An Indonesian law-governed SLA establishing service levels and procedures for IT problem management, aligned with local ITE Law requirements.
Download
Managed Services Service Level Agreement
An Indonesian law-governed agreement defining service levels and performance standards for managed services delivery, incorporating local regulatory requirements and operational standards.
Download
Service Level Agreement Software
An Indonesian law-governed agreement defining software service delivery terms, performance metrics, and compliance requirements under ITE Law.
Download
Service Level Agreement (Healthcare)
An Indonesian law-governed agreement establishing healthcare service delivery standards and performance metrics between healthcare providers and facilities.
Download
Expected SLA
An Indonesian-law governed Service Level Agreement defining expected service standards, performance metrics, and accountability measures between service provider and customer.
Download
Common SLA
An Indonesian law-governed Service Level Agreement defining service standards, performance metrics, and remedies between service provider and customer.
Download
Agency SLA
An Indonesian law-governed Service Level Agreement establishing agency relationship terms and service performance standards, required to be in bilingual format.
Download
SLA Production
An Indonesian law-governed Service Level Agreement establishing performance metrics and requirements for production services, compliant with local industrial regulations.
Download
SLA Enterprise
An enterprise-level Service Level Agreement (SLA) governed by Indonesian law, establishing service commitments and performance metrics between provider and enterprise customer.
Download
Maintenance SLA
Indonesian-law compliant Maintenance Service Level Agreement template defining service standards and mutual obligations for maintenance services.
Download
Simple SLA
An Indonesian law-compliant Service Level Agreement template establishing service standards and performance metrics between provider and customer.
Download
Server Level Agreement
An Indonesian law-governed agreement defining service standards and performance metrics between service provider and customer, incorporating local electronic transaction and data protection requirements.
Download
Outsourcing SLA
Indonesian law-governed outsourcing service level agreement defining terms, conditions, and performance metrics for outsourced services provision.
Download
Normal SLA
An Indonesian law-governed Service Level Agreement defining service standards, performance metrics, and accountability measures between parties.
Download
Cleaning Service Level Agreement
An Indonesian law-governed agreement establishing terms, conditions, and performance standards for professional cleaning services.
Download
99.999 SLA
High-availability (99.999%) Service Level Agreement compliant with Indonesian electronic transaction and consumer protection laws.
Download
Maintenance Level Agreement
An Indonesian law-governed agreement establishing maintenance service levels, performance standards, and responsibilities between service providers and clients.
Download
Software As A Service SLA
An Indonesian law-governed SLA establishing service levels and performance metrics for SaaS provision, ensuring compliance with local electronic transaction and data protection regulations.
Download
SLA Warehouse
An Indonesian-law governed agreement establishing performance metrics and operational standards for warehouse services.
Download
SLA Storage
An Indonesian law-governed Service Level Agreement for storage services, defining performance metrics and compliance requirements for data storage solutions.
Download
SLA Product Management
An Indonesian law-governed Service Level Agreement establishing performance metrics and standards for product management services.
Download
SLA Management Process
An Indonesian law-compliant framework for managing Service Level Agreements, including performance monitoring and governance procedures.
Download
SLA Employee
An Indonesian law-governed employment agreement incorporating service level requirements and performance metrics while ensuring compliance with local labor regulations.
Download
SLA Database
An Indonesian-law governed Service Level Agreement defining database service performance metrics, availability commitments, and compliance requirements.
Download
SLA Account Management
An Indonesian law-governed Service Level Agreement defining account management services, performance metrics, and service standards between provider and client.
Download
Security Level Agreement
An Indonesian-law governed agreement establishing security requirements, standards, and metrics between parties, ensuring compliance with local data protection and electronic transaction regulations.
Download
Quality SLA
An Indonesian-law compliant Service Level Agreement template focusing on quality metrics and performance standards in service delivery, with built-in local regulatory compliance measures.
Download
ұԾ’s Security Promise
Genie is the safest place to draft. Here’s how we prioritise your privacy and security.
Your documents are private:
We do not train on your data; ұԾ’s AI improves independently
All data stored on Genie is private to your organisation
Your documents are protected:
Your documents are protected by ultra-secure 256-bit encryption
We are ISO27001 certified, so your data is secure
Organizational security:
You retain IP ownership of your documents and their information
You have full control over your data and who gets to see it
.png)