The Technology Service Level Agreement (SLA Tech) is a critical document used to establish and maintain clear service expectations between technology service providers and their customers in Indonesia. This agreement type is essential when organizations engage external providers for technology services, cloud solutions, software platforms, or IT infrastructure management. The SLA Tech document ensures compliance with Indonesian regulations while defining measurable service levels, performance standards, and accountability mechanisms. It includes specific provisions required under Indonesian law, such as data protection measures aligned with UU ITE requirements, mandatory use of Bahasa Indonesia in contracts, and local jurisdiction considerations. The document is particularly important in today's digital economy where service quality, uptime commitments, and technical support responsiveness are crucial for business operations.
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1. Parties: Identification of the service provider and customer, including their complete legal names, registration numbers, and addresses
2. Background: Context of the agreement, relationship between parties, and purpose of the SLA
3. Definitions: Detailed definitions of technical terms, service metrics, and other key terms used throughout the agreement
4. Service Description: Comprehensive description of the services to be provided, including scope and limitations
5. Service Levels: Specific, measurable performance targets and service quality metrics
6. Service Availability: Guaranteed uptime commitments, maintenance windows, and downtime calculations
7. Performance Monitoring: Methods and tools for measuring and reporting service performance
8. Response and Resolution Times: Timeframes for responding to and resolving different categories of issues
9. Support Services: Details of technical support, including hours of operation and contact procedures
10. Service Credits: Compensation mechanism for service level failures and calculation methods
11. Data Protection and Security: Security measures and data handling procedures compliant with Indonesian regulations
12. Disaster Recovery: Procedures for service continuity in case of major incidents
13. Term and Termination: Duration of the agreement and conditions for termination
14. General Provisions: Standard legal clauses including governing law, dispute resolution, and notices
1. Change Management: Procedures for requesting and implementing service changes - include when significant service modifications are anticipated
2. Business Continuity: Extended business continuity provisions - include for critical services
3. Compliance Requirements: Specific regulatory compliance obligations - include for regulated industries
4. Service Customization: Terms for custom service modifications - include when offering customized solutions
5. Third-Party Services: Management of third-party service providers - include when subcontractors are involved
6. Training and Documentation: Requirements for user training and documentation - include for complex technical services
7. Intellectual Property Rights: Detailed IP provisions - include when custom development or licensed software is involved
8. Exit Management: Detailed transition procedures - include for critical or complex services
1. Schedule A - Service Specifications: Detailed technical specifications of all services covered
2. Schedule B - Service Level Metrics: Detailed performance metrics, measurement methods, and reporting formats
3. Schedule C - Fee Schedule: Pricing, payment terms, and service credit calculations
4. Schedule D - Support Procedures: Detailed support processes, escalation procedures, and contact information
5. Schedule E - Security Requirements: Detailed security protocols and compliance requirements
6. Schedule F - Incident Management: Detailed incident classification and handling procedures
7. Appendix 1 - Technical Infrastructure: Description of technical infrastructure and system requirements
8. Appendix 2 - Report Templates: Templates for various service reports and performance measurements
Relevant legal definitions
Clauses
Relevant Industries
Information Technology
Telecommunications
Financial Services
Healthcare
E-commerce
Cloud Computing
Software Development
Digital Services
Banking
Insurance
Government Services
Education
Manufacturing
Retail
Relevant Teams
Legal
Information Technology
Procurement
Operations
Compliance
Risk Management
Vendor Management
Service Delivery
Information Security
Technical Support
Solutions Architecture
Contract Administration
Relevant Roles
Chief Technology Officer
IT Director
Service Delivery Manager
Procurement Manager
Contract Manager
Legal Counsel
Information Security Officer
Operations Manager
Technology Consultant
Compliance Officer
Project Manager
Vendor Management Director
Risk Manager
Technical Account Manager
Solutions Architect
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