The Database SLA is essential for organizations in Indonesia requiring professional database management and hosting services. This document is typically used when establishing a formal relationship between a database service provider and a client organization, setting clear expectations for service quality, performance metrics, and operational standards. The agreement must align with Indonesian regulations, particularly Law No. 11 of 2008 on Electronic Information and Transactions and related regulations governing electronic systems. The SLA Database agreement includes detailed specifications for service availability, performance benchmarks, security measures, data protection protocols, backup procedures, and support services, while ensuring compliance with local data sovereignty requirements and technical standards for electronic system operators in Indonesia.
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1. Parties: Identification of the service provider and customer, including their legal registration details as required under Indonesian law
2. Background: Context of the agreement and brief description of the database services being provided
3. Definitions: Detailed definitions of technical terms, service metrics, and other key terminology used in the agreement
4. Service Description: Detailed description of the database services, including specific features, capabilities, and limitations
5. Service Level Commitments: Specific performance metrics, availability guarantees, and response time commitments
6. Performance Monitoring: Methods and tools used to measure and report service performance
7. Data Protection and Security: Security measures, data protection protocols, and compliance with Indonesian data protection laws
8. Backup and Recovery: Backup procedures, retention periods, and disaster recovery commitments
9. Support Services: Description of support levels, response times, and escalation procedures
10. Service Credits: Compensation mechanism for service level failures
11. Customer Obligations: Customer responsibilities and requirements for proper service usage
12. Term and Termination: Duration of the agreement, renewal terms, and termination conditions
13. Fees and Payment: Pricing structure, payment terms, and billing procedures
14. General Terms: Standard legal provisions including governing law, dispute resolution, and notices
1. Professional Services: Additional consulting or implementation services, included when the provider offers professional services beyond basic database hosting
2. High Availability Configuration: Specific terms for enhanced availability setups, used when offering premium service tiers
3. Data Migration Services: Terms governing data migration assistance, included when migration services are part of the offering
4. Custom Development: Terms for custom database development or modifications, included when offering customization services
5. Multi-Region Deployment: Specific terms for multi-region database deployments, used when offering global or multi-region services
6. Compliance Support: Additional terms for specific compliance requirements, included when serving regulated industries
1. Technical Specifications: Detailed technical specifications of the database service, including hardware and software configurations
2. Service Level Metrics: Detailed breakdown of all service level metrics, measurement methods, and reporting procedures
3. Price List: Detailed pricing information including all service tiers and additional services
4. Support Procedures: Detailed support procedures, contact information, and escalation paths
5. Security Protocols: Detailed security measures, compliance certifications, and security response procedures
6. Acceptable Use Policy: Detailed guidelines for acceptable use of the database service
7. Data Processing Agreement: Specific terms for data processing in compliance with Indonesian data protection laws
Relevant legal definitions
Clauses
Relevant Industries
Information Technology
Financial Services
Healthcare
E-commerce
Telecommunications
Manufacturing
Government Services
Education
Retail
Insurance
Banking
Professional Services
Relevant Teams
Legal
Information Technology
Information Security
Procurement
Operations
Compliance
Risk Management
Technical Support
Infrastructure
Service Delivery
Contract Management
Relevant Roles
Chief Technology Officer
Database Administrator
IT Director
Systems Administrator
Information Security Manager
Cloud Infrastructure Manager
IT Procurement Manager
Technical Operations Manager
Data Protection Officer
Service Delivery Manager
IT Contract Manager
Legal Counsel
Compliance Officer
IT Project Manager
Enterprise Architect
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