The Response Time Service Level Agreement is essential for organizations operating in Indonesia that require guaranteed service response times from their providers. This document is particularly relevant in today's digital business environment where prompt service delivery is crucial for maintaining business operations. It establishes legally binding response time commitments while ensuring compliance with Indonesian regulations, including Law No. 11 of 2008 on Electronic Information and Transactions and relevant consumer protection laws. The agreement typically includes specific response time metrics for different priority levels, measurement methodologies, reporting requirements, and penalty mechanisms. It serves as a critical tool for managing service delivery expectations and maintaining service quality standards in the Indonesian market.
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1. Parties: Identification of service provider and customer, including their legal registration details and addresses
2. Background: Context of the agreement and brief description of the services being provided
3. Definitions: Detailed definitions of technical terms, response time categories, and other key concepts used in the agreement
4. Service Scope: Detailed description of services covered under the response time commitments
5. Response Time Commitments: Specific response time targets for different types of incidents or requests
6. Service Level Measurement: Methods and tools used to measure and track response times
7. Reporting and Review: Frequency and format of performance reports and review meetings
8. Penalties and Remedies: Consequences of failing to meet response time commitments
9. Force Majeure: Circumstances under which response time commitments may be suspended
10. Term and Termination: Duration of the agreement and conditions for termination
11. Governing Law and Dispute Resolution: Specification of Indonesian law as governing law and dispute resolution procedures
1. Business Continuity: Procedures for maintaining service levels during disruptions, recommended for critical services
2. Security Requirements: Security standards and response times for security-related incidents, necessary for handling sensitive data
3. Customer Obligations: Customer responsibilities that affect response times, important for complex service relationships
4. Subcontractor Management: Rules for subcontractor involvement in service delivery, needed when subcontractors are used
5. Change Management: Procedures for modifying response time commitments, useful for long-term agreements
6. Service Credits: Financial compensation system for missed targets, optional alternative to direct penalties
1. Schedule A - Service Level Metrics: Detailed breakdown of response time targets, measurement methods, and calculations
2. Schedule B - Priority Levels: Definition of incident/request priority levels and their corresponding response times
3. Schedule C - Reporting Templates: Standard formats for performance reports and tracking documents
4. Schedule D - Contact Matrix: List of key contacts and escalation paths for different types of incidents
5. Schedule E - Service Hours: Detailed service coverage hours and holiday schedules
6. Appendix 1 - Technical Requirements: Technical specifications and systems used for measuring response times
7. Appendix 2 - Penalty Calculations: Detailed formulas and examples for calculating penalties or service credits
Relevant legal definitions
Clauses
Relevant Industries
Information Technology
Telecommunications
Financial Services
Healthcare
E-commerce
Manufacturing
Business Process Outsourcing
Cloud Computing
Software Development
Professional Services
Digital Infrastructure
Data Center Operations
Relevant Teams
Legal
Information Technology
Service Delivery
Operations
Procurement
Compliance
Customer Success
Technical Support
Quality Assurance
Contract Management
Performance Management
Service Operations
Relevant Roles
IT Service Manager
Operations Director
Chief Technology Officer
Service Delivery Manager
Contract Manager
Legal Counsel
Procurement Manager
Technical Support Lead
Quality Assurance Manager
Compliance Officer
Customer Success Manager
IT Operations Manager
Service Level Manager
Performance Analytics Manager
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