The Agreed SLA serves as a critical document in Indonesian business relationships where specific service levels and performance standards need to be established and maintained. This document type is essential when parties require clear, measurable criteria for service delivery and accountability. The agreement, governed by Indonesian law, typically includes detailed service descriptions, performance metrics, monitoring procedures, and remedy mechanisms. It's particularly valuable in scenarios where service quality is crucial to business operations and where both parties need clear benchmarks for success. The Agreed SLA incorporates requirements from Indonesian contract law and consumer protection regulations, making it suitable for both domestic and international service arrangements within Indonesian jurisdiction. The document helps prevent disputes by clearly defining expectations and provides a framework for resolution when service levels are not met.
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1. Parties: Identification and details of the service provider and service recipient
2. Background: Context of the agreement and relationship between the parties
3. Definitions: Detailed definitions of technical terms, metrics, and key concepts used in the agreement
4. Service Description: Comprehensive description of services to be provided
5. Service Level Metrics: Specific, measurable performance standards and targets
6. Monitoring and Reporting: Procedures for measuring and reporting service performance
7. Response and Resolution Times: Timeframes for addressing service issues and incidents
8. Service Availability: Guaranteed uptime and maintenance windows
9. Responsibilities: Detailed obligations of both service provider and recipient
10. Service Credits and Penalties: Compensation mechanism for service level failures
11. Force Majeure: Circumstances exempt from service level guarantees
12. Term and Termination: Duration of agreement and termination conditions
13. Dispute Resolution: Process for resolving disagreements
14. Governing Law: Specification of Indonesian law as governing law
1. Security Requirements: Specific security standards and protocols, required for IT or data-handling services
2. Disaster Recovery: Recovery procedures and continuity plans, important for critical services
3. Data Protection: Data handling and privacy requirements, necessary when personal data is involved
4. Compliance Requirements: Industry-specific regulatory compliance measures
5. Change Management: Procedures for implementing service changes, important for complex technical services
6. Training and Support: Details of training and support services, relevant for technical or specialized services
7. Subcontractor Management: Rules and responsibilities regarding subcontractors, if applicable
1. Schedule 1 - Service Specifications: Detailed technical specifications of services
2. Schedule 2 - Service Level Metrics and Calculations: Detailed formulas and methods for calculating service levels
3. Schedule 3 - Fee Schedule: Pricing, payment terms, and service credit calculations
4. Schedule 4 - Escalation Matrix: Contact details and escalation procedures for various issues
5. Schedule 5 - Report Templates: Standard formats for performance reports and monitoring
6. Appendix A - Technical Requirements: Specific technical requirements and standards
7. Appendix B - Operational Procedures: Detailed operational processes and procedures
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