The Response and Resolution SLA is a critical document used to establish and maintain clear service standards between service providers and their clients in Indonesia. This agreement type is essential when organizations need to define specific timeframes for responding to and resolving service incidents, issues, or requests. The document must comply with Indonesian regulations, including Law No. 11 of 2008 on Electronic Information and Transactions and related consumer protection laws. It typically includes detailed response time commitments, resolution targets, priority levels, escalation procedures, and service credit mechanisms. The Response and Resolution SLA is particularly crucial for technology services, managed services, and other business-critical operations where service reliability and quick issue resolution are essential for business continuity.
Thank you! Your submission has been received!
Oops! Something went wrong while submitting the form.
Your data doesn't train Genie's AI
You keep IP ownership of your docs
1. Parties: Identification of the service provider and customer, including full legal names, registration numbers, and addresses
2. Background: Context of the agreement and brief description of the services being provided
3. Definitions: Detailed definitions of technical terms, service levels, and other key concepts used throughout the agreement
4. Service Description: Detailed description of services covered under the SLA
5. Service Hours: Specification of service availability hours, including regular hours, after-hours, and holidays
6. Priority Levels: Definition of incident priority levels and their classification criteria
7. Response Time Commitments: Detailed response time commitments for each priority level
8. Resolution Time Commitments: Specified resolution time targets for each priority level
9. Escalation Procedures: Step-by-step escalation process for unresolved issues
10. Performance Monitoring: Methods and tools used to monitor and measure service performance
11. Reporting Requirements: Frequency and content of service performance reports
12. Service Credits: Calculation and application of service credits for missed SLAs
13. Force Majeure: Circumstances under which SLA commitments may be suspended
14. Term and Termination: Duration of the agreement and conditions for termination
15. Governing Law: Specification of Indonesian law as governing law and jurisdiction
1. Business Hours Support Enhancement: Additional terms for enhanced support during business hours, used when premium support options are offered
2. After-Hours Support: Special provisions for after-hours support, included when 24/7 support is offered
3. Disaster Recovery: Special provisions for service levels during disaster recovery scenarios, included for critical services
4. Customer Obligations: Specific customer responsibilities, included when customer action is required for service delivery
5. Security Requirements: Additional security measures and requirements, included for services handling sensitive data
6. Multilingual Support: Terms for support in multiple languages, included when international support is offered
7. Premium Support Options: Additional support tiers and their specific SLAs, included when tiered support is offered
8. Customized Performance Metrics: Industry-specific or customer-specific performance metrics, included for specialized services
1. Schedule A - Service Level Metrics: Detailed breakdown of all service level metrics and measurement methodologies
2. Schedule B - Price List: Pricing details including standard rates and penalty calculations
3. Schedule C - Contact Matrix: List of key contacts and escalation points for both parties
4. Schedule D - Technical Requirements: Technical specifications and requirements for service delivery
5. Schedule E - Report Templates: Standard templates for various service reports
6. Appendix 1 - Incident Priority Matrix: Detailed matrix for determining incident priority levels
7. Appendix 2 - Service Credit Calculation: Detailed methodology for calculating service credits
8. Appendix 3 - Performance Monitoring Tools: List and description of tools used for SLA monitoring
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)