The Website Service Level Agreement is a critical document used to establish clear, measurable standards for website service delivery in Indonesia. This agreement type is essential when engaging website service providers, ensuring reliable online presence while maintaining compliance with Indonesian regulations, particularly the ITE Law and electronic system operation requirements. The Service Level Agreement Website should be implemented when establishing new website services or revising existing service arrangements, providing detailed specifications for uptime, performance, support, and maintenance. It includes specific provisions for data protection, security measures, and disaster recovery, all aligned with Indonesian legal requirements. The document serves as both a technical and legal framework, protecting both service providers and clients while ensuring clear accountability and service standards.
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1. Parties: Identification of the service provider and customer, including their legal details and registered addresses
2. Background: Context of the agreement and brief description of the services to be provided
3. Definitions: Detailed definitions of technical terms, metrics, and key concepts used throughout the agreement
4. Service Description: Comprehensive description of the website services covered under the agreement
5. Service Availability Commitments: Specified uptime guarantees and availability standards
6. Performance Metrics: Defined KPIs, response times, and performance standards
7. Monitoring and Reporting: Methods and frequency of service performance monitoring and reporting
8. Support Services: Description of technical support levels, response times, and escalation procedures
9. Data Protection and Security: Security measures and data protection commitments in compliance with Indonesian regulations
10. Disaster Recovery: Procedures for system recovery and business continuity
11. Service Credits and Penalties: Compensation structure for service level failures
12. Term and Termination: Duration of agreement and conditions for termination
13. Force Majeure: Circumstances exempt from SLA commitments
14. Governing Law and Jurisdiction: Specification of Indonesian law application and dispute resolution procedures
1. Change Management: Procedures for implementing changes to services or SLA terms - include when frequent service modifications are expected
2. Third-Party Services Integration: Terms governing integration with external services - include when third-party services are part of the solution
3. Content Management: Requirements for content updates and management - include for content-heavy websites
4. E-commerce Functionality: Specific standards for payment processing and transactions - include for e-commerce websites
5. Multi-language Support: Standards for multiple language versions - include for multilingual websites
6. Search Engine Optimization: SEO maintenance commitments - include when SEO services are part of the agreement
7. Training and Documentation: Terms for providing user training and documentation - include when significant user training is required
1. Schedule A - Service Level Metrics: Detailed technical specifications of all performance metrics and measurement methods
2. Schedule B - Fee Structure: Detailed pricing, payment terms, and service credit calculations
3. Schedule C - Support Procedures: Detailed support processes, contact information, and escalation procedures
4. Schedule D - Security Standards: Specific security protocols and compliance requirements
5. Schedule E - Technical Infrastructure: Details of hosting environment, hardware, and software specifications
6. Appendix 1 - Incident Response Plan: Step-by-step procedures for handling various types of service incidents
7. Appendix 2 - Report Templates: Standard formats for various service reports and monitoring documentation
Relevant legal definitions
Clauses
Relevant Industries
Information Technology
E-commerce
Digital Services
Retail
Financial Services
Healthcare
Education
Manufacturing
Professional Services
Media and Entertainment
Telecommunications
Government Services
Relevant Teams
Legal
Information Technology
Digital Operations
Procurement
Compliance
Information Security
Service Delivery
Technical Support
Project Management
Digital Marketing
Risk Management
Vendor Management
Relevant Roles
IT Director
Chief Technology Officer
Digital Operations Manager
Website Manager
Service Delivery Manager
Contract Manager
Legal Counsel
Procurement Manager
Technical Project Manager
Digital Marketing Manager
Information Security Officer
Compliance Officer
Operations Director
E-commerce Manager
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