This Simple SLA template is designed for use in Indonesia where service relationships require clear, measurable performance standards and accountability mechanisms. The document complies with Indonesian Civil Code requirements and relevant regulations including Law No. 8 of 1999 on Consumer Protection and Law No. 24 of 2009 regarding language requirements. A Simple SLA is particularly suitable for straightforward service arrangements where parties need to define basic service levels, response times, availability commitments, and remedies for service failures. The template includes provisions for performance monitoring, reporting mechanisms, and service credits, while maintaining flexibility to accommodate various service types within the Indonesian business context.
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1. Parties: Identification of service provider and customer, including complete legal names and addresses
2. Background: Brief context of the agreement and the services to be provided
3. Definitions: Key terms used throughout the agreement
4. Service Description: Detailed description of services covered by the agreement
5. Service Levels: Specific, measurable performance standards and metrics
6. Service Hours and Availability: Operating hours, maintenance windows, and availability commitments
7. Response and Resolution Times: Timeframes for responding to and resolving various categories of issues
8. Performance Monitoring: How service levels will be measured and reported
9. Service Credits: Compensation or credits for failure to meet service levels
10. Customer Obligations: Requirements and responsibilities of the customer
11. Term and Termination: Duration of agreement and termination conditions
12. Governing Law: Specification of Indonesian law as governing law and jurisdiction
1. Disaster Recovery: Procedures for service continuity in case of major disruptions - include for critical services
2. Security Requirements: Specific security measures and compliance requirements - include if handling sensitive data
3. Data Protection: Personal data handling procedures - include if processing personal data
4. Escalation Procedures: Detailed escalation path for issues - include for complex services
5. Subcontractors: Terms regarding use of subcontractors - include if subcontractors will be used
6. Insurance Requirements: Specific insurance coverage requirements - include for high-risk services
7. Change Management: Procedures for implementing changes - include for evolving services
1. Schedule 1 - Service Level Metrics: Detailed technical specifications of service level measurements and calculations
2. Schedule 2 - Service Credit Calculations: Detailed formulas and examples for calculating service credits
3. Schedule 3 - Contact Details: Key contacts and escalation points for both parties
4. Schedule 4 - Technical Requirements: Technical specifications and requirements for service delivery
5. Schedule 5 - Reporting Format: Templates and formats for regular service level reporting
6. Appendix A - Incident Categories: Classification and definitions of different types of incidents
7. Appendix B - Service Hours Calendar: Detailed calendar of service hours, including holidays and maintenance windows
Relevant legal definitions
Clauses
Relevant Industries
Information Technology
Telecommunications
Business Process Outsourcing
Cloud Services
Software as a Service
Facilities Management
Professional Services
Customer Support Services
Infrastructure Services
Managed Services
Relevant Teams
Legal
Operations
Service Delivery
Customer Success
Information Technology
Procurement
Quality Assurance
Technical Support
Compliance
Contract Management
Relevant Roles
Service Delivery Manager
Operations Manager
Contract Manager
Customer Success Manager
IT Manager
Legal Counsel
Procurement Manager
Account Manager
Quality Assurance Manager
Technical Support Lead
Compliance Officer
Business Development Manager
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