Internal Service Level Agreements are essential documents for organizations operating in Indonesia that need to formalize and standardize service delivery between their internal departments. These agreements are particularly important in medium to large organizations where clear service standards and accountability are crucial for efficient operations. The document incorporates requirements from Indonesian legislation, including the Civil Code (KUHPerdata) and Law No. 11 of 2008 on Electronic Information and Transactions. It typically includes service specifications, performance metrics, monitoring mechanisms, and escalation procedures. While not externally binding like commercial contracts, Internal Service Level Agreements create formal accountability structures within organizations and help maintain service quality standards across departments.
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1. Parties: Identification of the internal service provider department and service recipient department
2. Background: Context of the agreement, including the organizational structure and need for the internal service arrangement
3. Definitions: Clear definitions of technical terms, service-related terminology, and key concepts used in the agreement
4. Scope of Services: Detailed description of services to be provided by the service provider department
5. Service Level Requirements: Specific, measurable performance standards and service levels to be maintained
6. Performance Monitoring: Methods and frequency of measuring and reporting service performance
7. Roles and Responsibilities: Clear delineation of responsibilities for both provider and recipient departments
8. Operating Hours and Response Times: Specified hours of service operation and expected response times for different types of requests
9. Issue Resolution Process: Steps for escalating and resolving service issues or disputes
10. Review and Reporting: Regular review periods and reporting requirements for service performance
11. Term and Termination: Duration of the agreement and conditions for modification or termination
12. Internal Governance: Management structure and decision-making processes for the service relationship
1. Resource Allocation: Details of staff, equipment, or other resources dedicated to service provision - include when significant resources are involved
2. Cost Allocation: Internal charging or cost distribution mechanisms - include when there is internal billing for services
3. Business Continuity: Procedures for maintaining service during disruptions - include for critical services
4. Data Protection and Security: Specific measures for protecting sensitive information - include when handling confidential data
5. Training Requirements: Training obligations for staff involved in service delivery - include for complex technical services
6. Change Management: Procedures for implementing service changes - include when frequent changes are expected
1. Service Specification Schedule: Detailed technical specifications of services to be provided
2. Performance Metrics Schedule: Specific KPIs, measurement methods, and targets
3. Operating Level Agreement: Detailed operational procedures and technical support arrangements
4. Escalation Matrix: Contact details and escalation procedures for different types of issues
5. Report Templates: Standard formats for performance reporting and monitoring
6. Service Request Procedures: Forms and procedures for requesting services or changes
Relevant legal definitions
Clauses
Relevant Industries
Technology
Banking and Financial Services
Manufacturing
Healthcare
Education
Retail
Telecommunications
Professional Services
Energy and Utilities
Government and Public Sector
Relevant Teams
Information Technology
Human Resources
Finance
Operations
Customer Service
Legal
Marketing
Research and Development
Facilities Management
Quality Assurance
Process Improvement
Internal Audit
Risk Management
Relevant Roles
Chief Operations Officer
Head of IT
Service Delivery Manager
Department Director
Quality Assurance Manager
Operations Manager
Process Improvement Manager
Compliance Officer
Department Head
Business Unit Manager
Service Level Manager
Performance Manager
Internal Controls Manager
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