The Service Level Agreement SLA In Cloud Computing is a critical document used to establish and maintain clear performance standards and operational parameters for cloud computing services in Indonesia. This agreement is essential when organizations engage cloud service providers, requiring compliance with Indonesian regulations including the Personal Data Protection Law 2022 and Government Regulation No. 71 of 2019. The document addresses key aspects such as service availability, performance metrics, data security, privacy requirements, and remediation procedures. It's particularly important given Indonesia's specific requirements for data localization, electronic system operations, and data protection. The SLA serves as both a technical and legal framework, ensuring service quality while maintaining regulatory compliance in the Indonesian jurisdiction.
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1. Parties: Identification of the cloud service provider and the customer, including their complete legal names, registration numbers, and addresses
2. Background: Context of the agreement, brief description of the services, and the purpose of entering into the SLA
3. Definitions: Detailed definitions of technical terms, service-related terminology, and other key terms used throughout the agreement
4. Service Description: Comprehensive description of the cloud services being provided, including service components, features, and specifications
5. Service Level Commitments: Specific, measurable performance metrics including availability, response time, reliability, and other KPIs
6. Service Level Measurement: Methods and procedures for measuring and monitoring service levels, including reporting mechanisms
7. Service Credits and Penalties: Compensation structure for service level failures, including calculation methods and claiming procedures
8. Support Services: Details of technical support, maintenance, and customer service provisions
9. Data Protection and Security: Obligations regarding data security, privacy, and compliance with Indonesian data protection laws
10. Disaster Recovery and Business Continuity: Procedures and commitments for system recovery and service continuity in case of disruptions
11. Customer Obligations: Customer responsibilities, including acceptable use policies and compliance requirements
12. Term and Termination: Duration of the agreement, renewal terms, and termination conditions
13. Charges and Payment: Pricing structure, payment terms, and billing procedures
14. General Terms: Standard legal provisions including governing law, dispute resolution, and force majeure
1. Multi-jurisdiction Compliance: Additional compliance requirements when services are provided across multiple jurisdictions
2. Industry-Specific Compliance: Specific provisions for regulated industries like banking or healthcare
3. Data Localization Requirements: Specific provisions when customer requires data to be stored within Indonesia
4. Third-Party Service Integration: Terms governing integration with other service providers or platforms
5. Custom Service Levels: Additional service level metrics for specific customer requirements
6. Professional Services: Terms for additional professional services like implementation or training
7. Audit Rights: Detailed audit provisions for customers requiring enhanced oversight
1. Schedule A - Service Specifications: Detailed technical specifications of the cloud services
2. Schedule B - Service Level Metrics: Comprehensive list of SLA metrics, measurement methods, and thresholds
3. Schedule C - Pricing and Service Credits: Detailed pricing structure and service credit calculations
4. Schedule D - Support Services Details: Support level definitions, response times, and escalation procedures
5. Schedule E - Security Standards: Detailed security protocols, certifications, and compliance measures
6. Schedule F - Data Processing Agreement: Specific terms for personal data processing in compliance with Indonesian PDP Law
7. Schedule G - Business Continuity Plan: Detailed disaster recovery and business continuity procedures
8. Schedule H - Exit Plan: Procedures and requirements for service termination and transition
9. Appendix 1 - Technical Contact Details: List of technical contacts and escalation matrix
10. Appendix 2 - Service Locations: Details of data center locations and service delivery points
Relevant legal definitions
Clauses
Relevant Industries
Financial Services
Healthcare
E-commerce
Technology
Manufacturing
Government Services
Education
Telecommunications
Retail
Professional Services
Insurance
Banking
Media and Entertainment
Logistics and Supply Chain
Relevant Teams
Legal
Information Technology
Information Security
Procurement
Compliance
Risk Management
Operations
Infrastructure
Service Delivery
Data Protection
Vendor Management
Technical Operations
Cloud Operations
Contract Management
Relevant Roles
Chief Information Officer
IT Director
Cloud Services Manager
Information Security Officer
Legal Counsel
Compliance Officer
Procurement Manager
Infrastructure Manager
Operations Director
Risk Manager
Technology Contract Manager
Service Delivery Manager
Data Protection Officer
IT Procurement Specialist
Technical Operations Manager
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