This Service Level Agreement Uptime is designed for use in the Indonesian market where businesses require formal commitments for system and service availability. The document is particularly relevant in the context of Indonesia's growing digital economy and increased focus on technology service reliability. It incorporates requirements from key Indonesian regulations including Law No. 11 of 2008 on Electronic Information and Transactions (ITE Law) and the Personal Data Protection Law (Law No. 27 of 2022). The agreement is typically used when establishing or formalizing service delivery arrangements that require specific uptime guarantees, detailed performance metrics, and clear remediation processes. It includes comprehensive provisions for service level measurement, reporting, and compensation mechanisms, while ensuring compliance with local regulatory requirements.
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1. Parties: Identification of the service provider and service recipient, including their legal details and authorized representatives
2. Background: Context of the agreement and brief description of the services being provided
3. Definitions: Definitions of technical terms, including 'Uptime', 'Downtime', 'Scheduled Maintenance', and other relevant terminology
4. Service Levels: Detailed specification of guaranteed uptime percentages and service availability commitments
5. Measurement and Monitoring: Methods and tools used to measure and monitor service availability and performance
6. Service Credits and Penalties: Compensation structure for failure to meet service levels, including calculation methods
7. Scheduled Maintenance: Procedures and notice requirements for planned maintenance activities
8. Incident Response: Response times and procedures for different severity levels of service interruptions
9. Reporting Requirements: Frequency and content of service level performance reports
10. Force Majeure: Circumstances under which service level commitments may be excused
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 for disputes
1. Data Protection and Security: Additional provisions for handling sensitive data, recommended when personal or confidential data is involved
2. Disaster Recovery: Specific procedures for major system failures, recommended for critical services
3. Service Level Review: Periodic review and adjustment of service levels, useful for long-term agreements
4. Customer Obligations: Specific requirements from the customer side, needed when customer cooperation is crucial
5. Multi-location Services: Special provisions for services delivered across multiple locations
6. Third-Party Dependencies: Provisions regarding third-party service providers, needed when external dependencies exist
7. Compliance Requirements: Specific regulatory compliance obligations, necessary for regulated industries
1. Schedule A - Technical Specifications: Detailed technical specifications of the services and systems covered
2. Schedule B - Service Level Metrics: Detailed breakdown of service level calculations and measurement methodologies
3. Schedule C - Service Credit Calculations: Detailed formulas and examples for calculating service credits
4. Schedule D - Escalation Matrix: Contact details and escalation procedures for different types of incidents
5. Schedule E - Reporting Templates: Standard formats for regular service level reports
6. Schedule F - Maintenance Windows: Agreed maintenance schedules and procedures
7. Appendix 1 - Service Infrastructure Diagram: Technical architecture and infrastructure components covered by the SLA
Relevant legal definitions
Clauses
Relevant Industries
Information Technology
Banking and Financial Services
E-commerce
Healthcare
Telecommunications
Government Services
Manufacturing
Logistics
Education
Retail
Insurance
Cloud Services
Relevant Teams
Legal
Information Technology
Operations
Service Delivery
Infrastructure
Compliance
Procurement
Risk Management
Technical Support
Contract Management
Relevant Roles
Chief Technology Officer
IT Director
Service Delivery Manager
Operations Manager
Contract Manager
Technical Account Manager
Infrastructure Manager
Cloud Services Manager
Compliance Officer
Legal Counsel
Procurement Manager
Risk Manager
Systems Administrator
Network Engineer
Service Level Manager
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