The Network Service Level Agreement is a critical document used to establish and maintain clear performance standards and accountability in network service delivery within the Indonesian jurisdiction. This agreement is essential when contracting for network services, whether for internet connectivity, cloud services, or managed network solutions. It defines specific, measurable service levels, response times, and remediation procedures, ensuring compliance with Indonesian telecommunications regulations, particularly Law No. 11 of 2008 and Government Regulation No. 71 of 2019. The document protects both service providers and customers by clearly defining expectations, responsibilities, and consequences for service level breaches, while incorporating mandatory local regulatory requirements for electronic system operators and service providers.
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1. Parties: Identification of the service provider and customer, including their legal status and registered addresses
2. Background: Context of the agreement and brief description of the services to be provided
3. Definitions: Detailed definitions of technical terms, service metrics, and other key terms used throughout the agreement
4. Service Description: Detailed description of the network services to be provided
5. Service Levels: Specific, measurable performance metrics and standards for the network service
6. Service Monitoring and Reporting: Methods and frequency of service level monitoring and reporting procedures
7. Response and Resolution Times: Timeframes for responding to and resolving various categories of service issues
8. Service Credits and Penalties: Compensation mechanism for service level failures and calculation methods
9. Customer Obligations: Requirements and responsibilities of the customer to enable service delivery
10. Provider Obligations: Commitments and responsibilities of the service provider
11. Data Protection and Security: Measures for protecting customer data and maintaining network security
12. Force Majeure: Circumstances under which service level obligations may be suspended
13. Term and Termination: Duration of the agreement and conditions for termination
14. Dispute Resolution: Procedures for resolving disputes under Indonesian law
15. Governing Law: Specification of Indonesian law as the governing law
1. Disaster Recovery: Detailed procedures for service recovery in case of major incidents, recommended for critical network services
2. Change Management: Procedures for implementing service changes, recommended for complex network environments
3. Service Level Reviews: Periodic review procedures for service levels, useful for long-term agreements
4. Multi-location Services: Specific provisions for services delivered across multiple locations
5. Third-Party Dependencies: Management of third-party service providers or dependencies
6. Compliance Requirements: Specific regulatory compliance requirements, important for regulated industries
7. Innovation and Improvement: Provisions for service improvements and technology updates
8. Environmental Requirements: Green energy and environmental compliance provisions, relevant for environmentally conscious clients
1. Schedule 1 - Service Level Specifications: Detailed technical specifications of service levels and performance metrics
2. Schedule 2 - Service Credit Calculations: Detailed formulas and examples for calculating service credits
3. Schedule 3 - Network Architecture: Technical diagrams and descriptions of the network architecture
4. Schedule 4 - Security Standards: Detailed security requirements and compliance standards
5. Schedule 5 - Incident Categories: Classification and definitions of different types of service incidents
6. Schedule 6 - Contact Matrix: Contact details and escalation procedures for both parties
7. Schedule 7 - Pricing and Payment Terms: Detailed pricing structure and payment conditions
8. Appendix A - Service Report Templates: Standard templates for service level reporting
9. Appendix B - Technical Support Procedures: Detailed procedures for accessing and using technical support
Relevant legal definitions
Clauses
Relevant Industries
Information Technology
Telecommunications
Banking and Financial Services
E-commerce
Healthcare
Manufacturing
Education
Government Services
Retail
Logistics and Supply Chain
Media and Entertainment
Professional Services
Relevant Teams
Legal
Information Technology
Network Operations
Service Delivery
Procurement
Compliance
Infrastructure
Technical Operations
Contract Management
Risk Management
Relevant Roles
Chief Technology Officer
IT Director
Network Operations Manager
Service Delivery Manager
Technical Operations Director
Legal Counsel
Procurement Manager
Infrastructure Manager
IT Service Manager
Compliance Officer
Network Engineer
Contract Manager
Operations Director
Chief Information Officer
Technology Procurement Specialist
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