This document template addresses the specific needs of businesses requiring a formal SLA in Sales under Indonesian law. It is particularly relevant when establishing measurable service standards and performance metrics in sales-related service delivery relationships. The template ensures compliance with Indonesian legal requirements, including the Civil Code (KUHPerdata), Consumer Protection Law, and relevant commercial regulations. It is designed for use when a business needs to formalize service commitments, establish clear performance metrics, define remedies for service failures, and set explicit monitoring and reporting requirements. The document is especially valuable for ongoing service relationships where quality standards and performance levels are crucial to the sales process and customer satisfaction.
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1. Parties: Identification of the service provider and customer, including their complete legal names and addresses
2. Background: Context of the agreement and brief description of the services being provided
3. Definitions: Detailed definitions of technical terms, KPIs, and other important terms used throughout the agreement
4. Scope of Services: Detailed description of the services to be provided under the agreement
5. Service Levels: Specific performance metrics, standards, and KPIs that the service provider commits to meet
6. Performance Monitoring: Methods and frequency of measuring and reporting service performance
7. Service Credits and Penalties: Compensation mechanism for service level failures and calculation methods
8. Response and Resolution Times: Timeframes for responding to and resolving various categories of issues
9. Reporting Requirements: Regular reporting obligations, including format, frequency, and content of reports
10. Customer Obligations: Requirements and responsibilities of the customer to enable service delivery
11. Term and Termination: Duration of the agreement and conditions for termination
12. Payment Terms: Pricing, payment schedule, and related financial terms
13. Governing Law and Dispute Resolution: Applicable law and procedures for resolving disputes
1. Data Protection and Privacy: Required when personal data processing is involved in service delivery
2. Business Continuity: Include when service disruption could significantly impact customer operations
3. Change Management: Include for services requiring frequent modifications or updates
4. Transition and Exit: Required for complex services requiring detailed handover procedures
5. Force Majeure: Include when specific circumstances beyond parties' control need to be addressed
6. Insurance Requirements: Include when specific insurance coverage is necessary for service delivery
7. Compliance with Specific Regulations: Required when services are subject to specific regulatory requirements
1. Schedule A - Service Descriptions: Detailed technical specifications of all services covered
2. Schedule B - Service Level Metrics: Detailed KPIs, measurement methods, and target levels
3. Schedule C - Price Schedule: Detailed pricing breakdown and payment terms
4. Schedule D - Escalation Matrix: Contact details and procedures for issue escalation
5. Schedule E - Report Templates: Standard formats for performance reports and other required documentation
6. Schedule F - Technical Requirements: Technical specifications and requirements for service delivery
7. Appendix 1 - Service Credit Calculations: Detailed formulas and examples for calculating service credits
Relevant legal definitions
Clauses
Relevant Industries
Retail
Technology
Telecommunications
Manufacturing
Professional Services
E-commerce
Financial Services
Logistics and Distribution
Healthcare
Software and IT Services
Consumer Goods
Industrial Services
Relevant Teams
Sales
Legal
Operations
Customer Success
Service Delivery
Quality Assurance
Compliance
Contract Management
Account Management
Business Development
Relevant Roles
Sales Director
Account Executive
Service Delivery Manager
Customer Success Manager
Sales Operations Manager
Contract Manager
Legal Counsel
Commercial Director
Business Development Manager
Operations Manager
Quality Assurance Manager
Performance Analyst
Compliance Officer
Risk Manager
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