This Social Media SLA template is designed for use in the Indonesian market where businesses require formal agreements for social media management services. The document addresses the specific requirements of Indonesian electronic transaction laws, including the ITE Law and PDP Law, while establishing clear service standards and performance metrics. It should be used when engaging social media management services to ensure proper governance of service delivery, data protection, content moderation, and performance monitoring. The SLA includes comprehensive coverage of response times, service availability, content management standards, and reporting requirements, making it suitable for both service providers and clients operating under Indonesian jurisdiction. The document incorporates local regulatory requirements while maintaining international best practices in social media management.
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1. Parties: Identification of the service provider and client, including their legal registration details as required by Indonesian law
2. Background: Context of the agreement and brief description of the social media services to be provided
3. Definitions: Detailed definitions of technical terms, service metrics, and other key terms used throughout the agreement
4. Service Description: Comprehensive description of social media services covered under the agreement
5. Service Level Metrics: Specific, measurable performance indicators including platform availability, response times, and content moderation timeframes
6. Monitoring and Reporting: Methods and frequency of service level measurement and reporting procedures
7. Data Privacy and Security: Compliance requirements with Indonesian PDP Law and data protection regulations
8. Response and Resolution Times: Timeframes for addressing different types of issues and incidents
9. Service Provider Obligations: Detailed responsibilities of the service provider including compliance with Indonesian electronic system operator requirements
10. Client Obligations: Client responsibilities and requirements for service delivery
11. Service Credits and Penalties: Compensation structure for service level failures
12. Term and Termination: Duration of the agreement and conditions for termination
13. Force Majeure: Provisions for unforeseen circumstances affecting service delivery
14. Dispute Resolution: Procedures for resolving disputes under Indonesian law
15. Governing Law: Specification of Indonesian law as the governing law
1. Content Moderation Services: Detailed procedures for content moderation when this is included as an additional service
2. Analytics and Reporting Services: Specific provisions for advanced analytics and reporting if included in the service package
3. Crisis Management: Procedures for handling social media crises and escalation protocols
4. Training and Support: Details of training and support services if provided
5. Multi-language Support: Specifications for multi-language support services if required
6. Influencer Management: Procedures and metrics for influencer campaign management if included
7. Compliance with Industry-Specific Regulations: Additional compliance requirements for specific industries (e.g., financial services, healthcare)
1. Schedule 1 - Service Level Metrics Detail: Detailed breakdown of all service level metrics and measurement methodologies
2. Schedule 2 - Fee Schedule: Detailed pricing structure and service credits calculation
3. Schedule 3 - Technical Requirements: Technical specifications and requirements for service delivery
4. Schedule 4 - Contact Matrix: Contact details and escalation procedures for both parties
5. Schedule 5 - Reporting Templates: Standard templates for regular service level reporting
6. Appendix A - Data Processing Agreement: Detailed terms for data processing in compliance with Indonesian PDP Law
7. Appendix B - Security Standards: Detailed security requirements and procedures
8. Appendix C - Emergency Response Plan: Procedures for handling emergency situations and service disruptions
Relevant legal definitions
Clauses
Relevant Industries
Technology
Digital Marketing
E-commerce
Retail
Banking and Financial Services
Telecommunications
Healthcare
Entertainment
Hospitality
Education
Consumer Goods
Professional Services
Media and Publishing
Government and Public Sector
Relevant Teams
Legal
Digital Marketing
Social Media
Compliance
Information Technology
Procurement
Risk Management
Customer Experience
Content Operations
Marketing Operations
Digital Strategy
Brand Management
Relevant Roles
Social Media Manager
Digital Marketing Director
Content Strategy Manager
Community Management Lead
Chief Marketing Officer
Digital Operations Manager
Compliance Officer
Legal Counsel
IT Director
Customer Experience Manager
Digital Transformation Manager
Risk Management Officer
Procurement Manager
Contract Manager
Marketing Operations Manager
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