The Service Availability SLA is a critical document used to establish and maintain clear service level expectations between technology service providers and their customers in Indonesia. This agreement type is particularly important in the context of Indonesian business operations, where specific regulatory requirements under the ITE Law and related regulations must be met. The Service Availability SLA defines quantifiable service levels, measurement methodologies, reporting requirements, and remedies for service level breaches. It is commonly used in technology service arrangements, cloud services, and managed service provisions, providing a framework for service quality assurance while ensuring compliance with Indonesian legal requirements for electronic system operations. The document serves as both a technical and legal instrument, protecting the interests of all parties while promoting transparency and accountability in service delivery.
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1. Parties: Identification of the service provider and customer, including their legal status and registration details as required under Indonesian law
2. Background: Context of the agreement, nature of services, and general purpose of the SLA
3. Definitions: Detailed definitions of technical terms, service metrics, and other key concepts used throughout the agreement
4. Service Description: Comprehensive description of the services covered by the SLA
5. Service Level Commitments: Specific, measurable service levels including availability percentages, response times, and performance metrics
6. Service Level Measurement: Methods and procedures for measuring and reporting service levels
7. Service Credits and Penalties: Compensation structure for service level failures and calculation methods
8. Exclusions and Force Majeure: Circumstances not covered by the SLA and force majeure provisions as per Indonesian law
9. Reporting and Review: Regular reporting requirements, review meetings, and performance evaluation procedures
10. Dispute Resolution: Process for resolving disputes, including Indonesian law requirements for meditation before litigation
11. Term and Termination: Duration of the agreement and conditions for termination
12. Governing Law and Jurisdiction: Specification of Indonesian law as governing law and jurisdiction provisions
1. Regulatory Compliance: Specific section addressing compliance with Indonesian regulatory requirements - include for regulated industries like financial services
2. Data Protection and Security: Detailed security requirements and data protection measures - include when handling sensitive or personal data
3. Disaster Recovery: Specific disaster recovery and business continuity commitments - include for critical services
4. Customer Responsibilities: Customer obligations and prerequisites - include when service levels depend on customer actions
5. Service Level Enhancement: Procedures for reviewing and improving service levels over time - include in long-term strategic relationships
6. Multi-location Services: Specific provisions for services delivered across multiple locations - include for distributed service delivery
1. Service Level Definitions: Detailed technical definitions and calculations of service level metrics
2. Service Credit Calculation: Detailed formulas and examples for calculating service credits
3. Service Hours and Support Levels: Detailed breakdown of service hours, support levels, and response times
4. Escalation Matrix: Contact details and escalation procedures for service issues
5. Technical Requirements: Detailed technical specifications and requirements
6. Reporting Templates: Standard formats for service level reporting
7. Contact Information: Key contacts from both parties with roles and responsibilities
Relevant legal definitions
Clauses
Relevant Industries
Information Technology
Telecommunications
Financial Services
E-commerce
Cloud Computing
Healthcare Technology
Banking
Insurance
Government Services
Manufacturing
Retail Technology
Education Technology
Logistics and Supply Chain
Professional Services
Relevant Teams
Legal
Information Technology
Operations
Service Delivery
Compliance
Risk Management
Procurement
Technical Support
Customer Success
Quality Assurance
Infrastructure
Cloud Operations
Contract Management
Service Management
Relevant Roles
Chief Technology Officer
IT Director
Service Delivery Manager
Operations Manager
Contract Manager
Legal Counsel
Compliance Officer
Technical Account Manager
Service Level Manager
Infrastructure Manager
Cloud Services Manager
IT Operations Manager
Procurement Manager
Risk Manager
Quality Assurance Manager
Customer Success Manager
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