This document serves as a critical legal framework for establishing and maintaining extremely high-availability services in Indonesia, specifically through a 99.999% SLA commitment. It is essential for organizations providing mission-critical services where downtime must be minimized to less than 5.26 minutes per year. The agreement is structured to comply with Indonesian regulations, particularly the Electronic Information and Transactions Law and related implementing regulations, while providing comprehensive coverage of service levels, measurement methodologies, penalties, and remedies. This type of agreement is typically used in scenarios requiring near-continuous system availability, such as financial services, healthcare systems, or critical infrastructure operations, where service interruptions could have severe consequences. The document includes specific provisions for technical monitoring, incident response, compliance reporting, and dispute resolution under Indonesian jurisdiction.
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1. Parties: Identification of the service provider and customer, including their legal status and authorized representatives
2. Background: Context of the agreement, including the nature of services and business relationship
3. Definitions: Detailed definitions of technical terms, service metrics, and key concepts used throughout the agreement
4. Service Description: Comprehensive description of the services covered by the SLA
5. Service Level Commitments: Detailed specification of the 99.999% availability guarantee and other service level metrics
6. Service Level Measurement: Methodology for measuring and calculating service availability and other metrics
7. Monitoring and Reporting: Procedures for service monitoring and regular reporting of service level achievements
8. Incident Management: Procedures for incident detection, response, escalation, and resolution
9. Service Credits and Penalties: Compensation structure for service level violations
10. Force Majeure: Circumstances exempt from SLA calculations and liability
11. Term and Termination: Duration of the agreement and conditions for termination
12. Dispute Resolution: Procedures for resolving disagreements under Indonesian law
13. Governing Law: Specification of Indonesian law as governing law and relevant jurisdictions
1. Data Protection and Security: Required if the service involves processing of personal or sensitive data
2. Disaster Recovery: Required for critical services requiring specific recovery protocols
3. Compliance with Indonesian Financial Regulations: Required if the service relates to financial services or banking
4. Change Management: Required for services requiring frequent modifications or updates
5. Customer Obligations: Required when customer actions can impact service levels
6. Third-Party Dependencies: Required when service delivery depends on third-party services
7. Infrastructure Requirements: Required when specific technical infrastructure is needed to achieve SLA
8. Business Continuity: Required for critical services requiring continuous operation guarantees
1. Schedule 1 - Service Level Specifications: Detailed technical specifications of service levels and measurement methods
2. Schedule 2 - Service Credit Calculations: Detailed formulas and examples for calculating service credits
3. Schedule 3 - Technical Support Details: Support levels, response times, and escalation procedures
4. Schedule 4 - Service Reporting Template: Standard format for service level reporting
5. Schedule 5 - Contact Matrix: Key contacts and escalation hierarchy for both parties
6. Appendix A - Incident Classification Matrix: Criteria for categorizing incidents and corresponding response requirements
7. Appendix B - Technical Architecture: Overview of technical infrastructure supporting the service
8. Appendix C - Compliance Certificates: Relevant regulatory compliance certificates and documentation
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