The Minimum Service Level Agreement is essential for businesses operating in Indonesia that need to establish clear, enforceable service standards. This document is particularly relevant when engaging service providers or offering services in the Indonesian market, where specific legal requirements must be met under the Indonesian Civil Code and Consumer Protection Law. The agreement sets out minimum performance standards, measurement criteria, and consequences for non-performance, while ensuring compliance with local regulatory requirements including language provisions. It serves as a foundational document for service relationships, providing clear metrics for service delivery and accountability, and is typically used in both domestic and international service arrangements where Indonesian law governs the relationship.
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1. Parties: Identification of service provider and service recipient with complete legal details
2. Background: Context of the agreement and general purpose of the services
3. Definitions: Detailed definitions of technical terms, service metrics, and key concepts used in the agreement
4. Service Scope: Detailed description of services covered under the agreement
5. Service Levels and Performance Metrics: Specific, measurable service levels and performance indicators
6. Measurement and Reporting: Methods for measuring service levels and reporting requirements
7. Service Credits and Penalties: Compensation mechanism for service level failures
8. Response and Resolution Times: Timeframes for addressing service issues and incidents
9. Force Majeure: Circumstances exempt from service level requirements
10. Term and Termination: Duration of agreement and termination conditions
11. Governing Law and Dispute Resolution: Applicable Indonesian law and dispute resolution procedures
1. Data Protection and Security: Required if services involve handling of personal or sensitive data
2. Disaster Recovery: Include for critical services requiring business continuity planning
3. Change Management: Include if service levels may need periodic adjustment
4. Customer Obligations: Include if service level achievement depends on customer actions
5. Subcontractor Management: Required if service provider uses subcontractors
6. Service Level Review: Include if regular review and adjustment of service levels is desired
7. Language Declaration: Required if agreement is bilingual (Bahasa Indonesia and English)
1. Service Level Metrics Schedule: Detailed technical specifications of service levels and measurement criteria
2. Service Credit Calculation: Detailed methodology for calculating service credits and penalties
3. Reporting Template: Standard format for service level reporting
4. Escalation Matrix: Contact details and procedures for issue escalation
5. Technical Requirements: Specific technical requirements for service delivery
6. Rate Card: Pricing details if variable charges apply
7. Service Windows: Detailed service availability schedules and maintenance windows
Authors
Relevant legal definitions
Clauses
Relevant Industries
Information Technology
Telecommunications
Business Process Outsourcing
Cloud Services
Financial Services
Healthcare
Manufacturing
Logistics
Facilities Management
Professional Services
Consumer Services
Infrastructure Services
Relevant Teams
Legal
Operations
Procurement
Compliance
Service Delivery
Quality Assurance
Risk Management
Vendor Management
Customer Success
Technical Operations
Contract Administration
Relevant Roles
Chief Operations Officer
Service Delivery Manager
Contract Manager
Operations Director
Procurement Manager
Legal Counsel
Compliance Officer
Business Development Manager
Account Manager
Quality Assurance Manager
Technical Operations Manager
Risk Manager
Vendor Management Officer
Customer Success Manager
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