This Global SLA template is designed for organizations engaging in cross-border service delivery arrangements where Indonesian law governs the relationship. It is particularly useful when establishing long-term service delivery frameworks between international service providers and their customers, requiring detailed performance metrics and service standards. The document ensures compliance with Indonesian regulations while maintaining international best practices for service level agreements. It includes comprehensive provisions for service delivery, performance measurement, risk allocation, and dispute resolution, making it suitable for complex service arrangements. The Global SLA incorporates requirements from Indonesian law such as mandatory bilingual documentation, consumer protection provisions, and data privacy compliance, while allowing flexibility for specific service requirements and industry standards.
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1. Parties: Identification of contracting parties, including registered addresses and company details
2. Background: Context of the agreement and relationship between parties
3. Definitions: Detailed definitions of terms used throughout the agreement
4. Service Scope: Comprehensive description of services to be provided
5. Service Levels: Specific performance metrics, measurement methods, and reporting requirements
6. Performance Monitoring: Procedures for monitoring and reporting service performance
7. Service Credits: Compensation mechanism for failure to meet service levels
8. Customer Obligations: Requirements and responsibilities of the customer
9. Provider Obligations: Requirements and responsibilities of the service provider
10. Data Protection and Security: Obligations regarding data handling, security measures, and compliance with privacy laws
11. Fees and Payment: Pricing, payment terms, and invoicing procedures
12. Term and Termination: Duration of agreement, renewal terms, and termination rights
13. Dispute Resolution: Procedures for handling disputes, including jurisdiction and governing law
14. Force Majeure: Provisions for handling events beyond parties' control
15. General Provisions: Standard boilerplate clauses including notices, amendments, and assignment
1. Regulatory Compliance: Include when services are subject to specific regulatory requirements or industry standards
2. Business Continuity: Add when service criticality requires detailed disaster recovery and business continuity plans
3. Intellectual Property Rights: Include when services involve creation or use of intellectual property
4. Personnel Requirements: Add when specific qualifications or security clearances are required for service delivery staff
5. Insurance Requirements: Include when services carry significant liability risks requiring specific insurance coverage
6. Change Management: Add for complex services requiring formal processes for service modifications
7. Third-Party Dependencies: Include when service delivery relies on third-party suppliers or systems
8. Environmental Requirements: Add when services have environmental impact or sustainability requirements
1. Service Descriptions: Detailed technical specifications of each service component
2. Service Level Metrics: Detailed performance metrics, calculation methods, and measurement periods
3. Pricing Schedule: Detailed fee structure, including any variable components and calculation methods
4. Service Credit Calculations: Formulae and procedures for calculating service credits
5. Operational Procedures: Detailed procedures for service delivery, incident management, and escalation
6. Security Requirements: Detailed security protocols and compliance requirements
7. Contact Details: Key contacts and escalation points for both parties
8. Reporting Templates: Standard formats for performance reports and other required documentation
9. Exit Plan: Procedures and requirements for service termination and transition
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