The Data Center Service Level Agreement (SLA) is a critical document used when establishing a formal relationship between a data center service provider and its customers in Indonesia. This agreement is essential for organizations requiring professional data center services, whether for colocation, managed services, or full facility management. The document must comply with Indonesian regulations, particularly Government Regulation No. 71 of 2019 on Electronic Systems and Transactions, and the Personal Data Protection Law (UU PDP) 2022. It specifies service quality levels, performance metrics, security requirements, and operational procedures while incorporating mandatory local compliance elements. The agreement is designed to protect both parties' interests while ensuring transparent service delivery standards and clear accountability mechanisms.
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1. Parties: Identification of the data center service provider and the customer, including their legal status and registration details
2. Background: Context of the agreement and brief description of the services to be provided
3. Definitions: Detailed definitions of technical terms, service metrics, and other key terms used in the agreement
4. Service Description: Comprehensive description of data center services, including facility specifications and basic service offerings
5. Service Levels: Detailed service level commitments including availability, performance metrics, and response times
6. Security and Compliance: Security measures, compliance with Indonesian regulations, and data protection requirements
7. Customer Responsibilities: Customer obligations, access rules, and cooperation requirements
8. Fees and Payment: Pricing structure, payment terms, and billing procedures
9. Service Credits and Penalties: Calculation and application of service credits for SLA violations
10. Term and Termination: Duration of agreement, renewal terms, and termination conditions
11. Confidentiality: Confidentiality obligations and information handling requirements
12. Liability and Indemnification: Limitation of liability, indemnification terms, and risk allocation
13. Force Majeure: Events constituting force majeure and their handling
14. Dispute Resolution: Dispute resolution procedures under Indonesian law
15. General Provisions: Standard boilerplate clauses including notices, amendments, and governing law
1. Disaster Recovery: Detailed disaster recovery procedures and commitments, required if disaster recovery services are included
2. Environmental Controls: Specific environmental commitments and green data center provisions, relevant for environmentally focused clients
3. Cross-Border Data Transfer: Provisions for international data transfers, needed if services involve data movement across borders
4. Cloud Services Integration: Terms for integration with cloud services, required if hybrid cloud solutions are offered
5. Physical Security: Detailed physical security measures and access procedures, important for clients requiring enhanced security
6. Professional Services: Terms for additional professional services like consulting or implementation support
7. Hardware Colocation: Specific terms for colocation services if client equipment is hosted
8. Bandwidth and Connectivity: Detailed network connectivity terms if providing network services
1. Schedule A - Service Level Specifications: Detailed technical specifications of service levels and measurement methodologies
2. Schedule B - Pricing and Fee Structure: Detailed pricing information, rate cards, and calculation methods
3. Schedule C - Security Standards and Procedures: Comprehensive security protocols and compliance requirements
4. Schedule D - Operational Procedures: Detailed procedures for routine operations, maintenance, and support
5. Schedule E - Service Credit Calculations: Detailed methods for calculating service credits and penalties
6. Schedule F - Technical Infrastructure: Specifications of data center infrastructure and technical capabilities
7. Schedule G - Incident Management Procedures: Procedures for handling and escalating incidents
8. Schedule H - Reporting Requirements: Templates and specifications for regular service reports
9. Appendix 1 - Contact Information: List of key contacts and escalation matrices
10. Appendix 2 - Compliance Certificates: Copies of relevant compliance certifications and licenses
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