The Expected SLA is a essential document used in Indonesian business relationships to establish clear, measurable standards for service delivery and performance. This agreement becomes necessary when organizations need to formalize their service commitments and ensure accountability in service delivery. The document typically includes specific performance metrics, measurement methodologies, reporting requirements, and compensation mechanisms for service failures. Under Indonesian law, particularly the Civil Code and Law No. 8 of 1999 on Consumer Protection, the Expected SLA helps protect both service providers and customers by clearly defining their rights and obligations. It is particularly crucial in technology-driven services, outsourcing arrangements, and professional services where service quality directly impacts business operations. The agreement should align with Indonesian regulatory requirements while providing practical mechanisms for service level monitoring and dispute resolution.
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1. Parties: Identification of the service provider and customer, including their complete legal names and addresses
2. Background: Context of the agreement, relationship between parties, and general purpose of the SLA
3. Definitions: Detailed definitions of technical terms, service metrics, and other key terms used throughout the agreement
4. Service Description: Comprehensive description of services covered under the agreement
5. Service Levels and Performance Metrics: Specific, measurable performance standards and metrics that the service provider commits to maintain
6. Measurement and Reporting: Methods and frequency of measuring and reporting service performance
7. Service Credits and Penalties: Compensation mechanism for service level failures and calculation methods
8. Problem Management: Procedures for identifying, reporting, and resolving service issues
9. Dispute Resolution: Process for resolving disagreements about service levels or performance
10. Term and Termination: Duration of the agreement and conditions for termination
11. Force Majeure: Circumstances under which service levels may be suspended due to events beyond reasonable control
12. Governing Law and Jurisdiction: Specification of Indonesian law as governing law and relevant jurisdiction
1. Data Protection and Privacy: Required when services involve handling personal or sensitive data
2. Disaster Recovery: Needed for critical services requiring business continuity planning
3. Security Requirements: Important for IT services or when handling sensitive information
4. Change Management: Useful for complex services requiring frequent modifications or updates
5. Subcontractor Management: Required when service provider uses third-party suppliers
6. Customer Obligations: Important when service delivery depends on customer actions or inputs
7. Service Level Review and Improvement: Useful for long-term agreements requiring periodic performance review
8. Compliance with Specific Regulations: Required for regulated industries or specific service types
1. Schedule 1 - Service Descriptions: Detailed technical specifications of each service component
2. Schedule 2 - Service Level Metrics: Detailed measurement criteria, formulas, and thresholds for each service level
3. Schedule 3 - Service Credit Calculations: Detailed methodology for calculating service credits and penalties
4. Schedule 4 - Reporting Templates: Standard formats for service level reporting
5. Schedule 5 - Escalation Procedures: Detailed problem escalation and emergency contact procedures
6. Schedule 6 - Pricing and Payment Terms: Detailed pricing structure and payment conditions
7. Appendix A - Technical Requirements: Specific technical requirements and standards for service delivery
8. Appendix B - Service Management Procedures: Operational procedures for day-to-day service management
Authors
Relevant legal definitions
Clauses
Relevant Industries
Information Technology
Telecommunications
Cloud Services
Professional Services
Business Process Outsourcing
Financial Services
Healthcare Services
Manufacturing
Logistics and Supply Chain
Facilities Management
Relevant Teams
Legal
Operations
Service Delivery
Information Technology
Quality Assurance
Procurement
Compliance
Customer Success
Performance Management
Contract Administration
Relevant Roles
Service Delivery Manager
Operations Director
Chief Technology Officer
Contract Manager
Legal Counsel
Quality Assurance Manager
Account Manager
Procurement Manager
IT Services Manager
Compliance Officer
Business Relationship Manager
Performance Analytics Manager
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