The System Availability SLA is a critical document used to establish clear, measurable commitments regarding the availability and performance of technology systems in Indonesia. This agreement is essential when organizations depend on specific systems for their operations and need guaranteed service levels. The document addresses requirements under Indonesian law, including compliance with the Electronic Information and Transactions Law and related regulations. It typically includes detailed service level targets, measurement methodologies, reporting requirements, and compensation mechanisms for service level breaches. The System Availability SLA is particularly important in regulated industries where system reliability is crucial for compliance and business continuity. The document should be customized based on the specific system requirements, business needs, and regulatory obligations applicable to the particular sector and use case.
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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 system and services being provided
3. Definitions: Detailed definitions of technical terms, service levels, and other key concepts used throughout the agreement
4. Service Levels: Specific commitments regarding system availability, including percentage uptime, measurement periods, and calculation methods
5. Service Level Measurement: Procedures for measuring and monitoring system availability, including tools and reporting mechanisms
6. Exceptions and Exclusions: Circumstances that are excluded from SLA calculations, such as planned maintenance and force majeure events
7. Service Credits: Compensation mechanism for failure to meet service levels, including calculation methods and claiming procedures
8. Reporting and Review: Requirements for regular performance reporting and periodic review of service levels
9. Problem Resolution: Procedures for addressing system issues, including response times and escalation processes
10. Term and Termination: Duration of the agreement and circumstances under which it can be terminated
11. General Provisions: Standard legal clauses including governing law, dispute resolution, and notices
1. Data Protection and Security: Additional provisions for handling sensitive data and security measures, required if the system processes personal or sensitive data
2. Disaster Recovery: Specific provisions for system recovery in case of major incidents, recommended for critical systems
3. Customer Obligations: Specific responsibilities of the customer, important when customer actions can impact system availability
4. Change Management: Procedures for implementing system changes, recommended for complex systems or when frequent updates are expected
5. Regulatory Compliance: Additional compliance requirements, necessary for regulated industries like financial services
6. Service Level Reviews and Adjustments: Mechanism for periodic review and adjustment of service levels, useful for long-term agreements
1. Schedule 1 - Technical Specifications: Detailed technical specifications of the system, including architecture and components
2. Schedule 2 - Service Level Definitions and Calculations: Detailed methodology for calculating service levels and availability metrics
3. Schedule 3 - Service Credit Calculation: Detailed formulas and examples for calculating service credits
4. Schedule 4 - Incident Priority Levels: Classification of incidents and corresponding response times
5. Schedule 5 - Contact Details and Escalation Matrix: Contact information for key personnel and escalation procedures
6. Schedule 6 - Reporting Templates: Standard formats for service level reports and performance monitoring
7. Appendix A - System Architecture Diagram: Visual representation of the system architecture and components
8. Appendix B - Maintenance Windows: Scheduled maintenance periods and procedures
Relevant legal definitions
Clauses
Relevant Industries
Information Technology
Banking and Financial Services
E-commerce
Healthcare
Telecommunications
Manufacturing
Logistics and Supply Chain
Government Services
Education
Retail
Insurance
Energy and Utilities
Relevant Teams
Legal
Information Technology
Operations
Procurement
Compliance
Risk Management
Service Delivery
Infrastructure
Quality Assurance
Vendor Management
Technical Support
Systems Administration
Relevant Roles
Chief Information Officer
IT Director
Service Delivery Manager
Operations Manager
Technical Account Manager
Systems Administrator
IT Infrastructure Manager
Compliance Officer
Legal Counsel
Procurement Manager
Contract Manager
Risk Manager
Chief Technology Officer
Service Level Manager
IT Operations Manager
Quality Assurance Manager
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