The Service Level Agreement Between Departments is a crucial document for organizations operating in Indonesia that need to establish clear, measurable, and legally sound service relationships between their internal departments. This agreement type is particularly relevant in the context of Indonesian business law, where internal controls and governance mechanisms are increasingly important for regulatory compliance. The document should be used when departments need to formalize their service relationships, establish clear performance metrics, and create accountability frameworks. It typically includes comprehensive service definitions, performance standards, operational procedures, and governance mechanisms, all aligned with Indonesian legal requirements and business practices. The agreement is especially valuable for larger organizations where multiple departments interact regularly and need clear service standards and accountability measures. It helps in streamlining internal operations while ensuring compliance with local corporate governance standards and regulatory requirements.
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1. Parties: Identification of the departments entering into the agreement, including their official internal designations and responsible authorities
2. Background: Context of the agreement, including the departments' roles and the purpose of establishing service levels
3. Definitions: Detailed definitions of technical terms, service metrics, and other key terminology used throughout the agreement
4. Scope of Services: Detailed description of services to be provided between departments, including specific deliverables and exclusions
5. Service Levels: Specific, measurable performance standards and metrics that the service provider department commits to maintain
6. Roles and Responsibilities: Clear delineation of each department's duties, authority, and accountability
7. Operating Hours and Service Availability: Specified times during which services will be provided and support will be available
8. Performance Monitoring and Reporting: Methods and frequency of service level measurement, monitoring, and reporting procedures
9. Issue Resolution and Escalation: Procedures for handling service disruptions, complaints, and escalating unresolved issues
10. Resource Allocation: Commitment of personnel, equipment, and other resources necessary for service delivery
11. Internal Governance: Management structure, meeting schedules, and decision-making processes
12. Review and Amendment Process: Procedures for periodic review and modification of the agreement
13. Term and Termination: Duration of the agreement and conditions for termination or modification
1. Budget and Cost Allocation: Include when services involve internal cost transfers or budget implications between departments
2. Data Protection and Security: Required when services involve handling of sensitive or personal data
3. Business Continuity: Include for critical services requiring disaster recovery and continuity planning
4. Training and Knowledge Transfer: Necessary when service delivery requires specific training or knowledge sharing
5. Compliance Requirements: Include when services must meet specific regulatory or industry standards
6. Third-Party Dependencies: Required when service delivery depends on external vendors or systems
7. Quality Assurance: Include for services requiring specific quality control measures
8. Change Management: Necessary when services involve frequent operational or technical changes
1. Schedule A - Service Specifications: Detailed technical specifications of services, including processes, procedures, and standards
2. Schedule B - Performance Metrics: Comprehensive list of KPIs, measurement methodologies, and reporting templates
3. Schedule C - Operating Procedures: Step-by-step procedures for routine operations and service delivery
4. Schedule D - Contact Matrix: List of key personnel, roles, and contact information for both departments
5. Schedule E - Escalation Matrix: Detailed escalation procedures, timelines, and responsible parties
6. Schedule F - Service Request Templates: Standard forms and templates for service requests and reporting
7. Appendix 1 - Technical Requirements: Specific technical requirements, systems, and tools used in service delivery
8. Appendix 2 - Reporting Templates: Standard formats for regular service level reports and performance reviews
Authors
Relevant legal definitions
Clauses
Relevant Industries
Banking and Financial Services
Manufacturing
Technology
Telecommunications
Healthcare
Retail
Energy and Resources
Professional Services
Consumer Goods
Education
Government and Public Sector
Insurance
Transportation and Logistics
Hospitality
Relevant Teams
Operations
Service Delivery
Quality Assurance
Process Management
Performance Analytics
Internal Audit
Compliance
Business Process
Service Management
Department Administration
Project Management Office
Business Analysis
Strategic Planning
Process Improvement
Relevant Roles
Chief Operating Officer
Department Director
Head of Department
Operations Manager
Service Delivery Manager
Business Process Manager
Quality Assurance Manager
Performance Analytics Manager
Department Head
Process Owner
Service Level Manager
Compliance Officer
Internal Audit Manager
Business Relationship Manager
Department Coordinator
Operations Supervisor
Process Improvement Specialist
Service Quality Analyst
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