The SLA IT Service Management agreement is essential for organizations in Indonesia seeking to formalize their IT service delivery relationships. This document is typically used when establishing long-term IT service arrangements, whether for infrastructure management, application support, help desk services, or comprehensive IT outsourcing. The agreement ensures compliance with Indonesian regulations, particularly Law No. 11 of 2008 on Electronic Information and Transactions and the Personal Data Protection Law of 2022. It defines clear service level metrics, performance standards, and accountability measures, protecting both service providers and clients. The document is crucial for organizations looking to maintain consistent IT service quality while managing risks and ensuring regulatory compliance in the Indonesian business environment.
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1. Parties: Identification of the service provider and customer, including full legal names, registration numbers, and addresses
2. Background: Context of the agreement, brief description of the services, and 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 IT services covered under the agreement
5. Service Level Targets: Specific, measurable performance metrics and service level objectives
6. Service Availability: Committed uptime, maintenance windows, and planned downtime procedures
7. Support Services: Description of support levels, response times, and escalation procedures
8. Performance Monitoring: Methods and tools for measuring and reporting service performance
9. Responsibilities: Detailed obligations of both service provider and customer
10. Security Requirements: Security measures, data protection protocols, and compliance requirements
11. Pricing and Payment Terms: Service fees, payment schedule, and billing procedures
12. Service Credits: Compensation structure for failure to meet service levels
13. Term and Termination: Duration of agreement, renewal terms, and termination conditions
14. Dispute Resolution: Procedures for handling disputes and applicable jurisdiction under Indonesian law
15. General Provisions: Standard legal clauses including force majeure, amendments, and notices
1. Disaster Recovery: Detailed disaster recovery procedures and business continuity plans, required for critical systems
2. Data Migration: Procedures for transferring data, applicable when service includes data migration services
3. Training Services: Description of training provided to customer staff, if included in the service scope
4. Compliance with Industry Standards: Specific industry certifications and compliance requirements, necessary for regulated industries
5. Multi-vendor Management: Procedures for coordinating with other service providers, needed when multiple vendors are involved
6. Custom Development Services: Terms for custom software development or modifications, if part of the service offering
7. Hardware Management: Terms for hardware provision and maintenance, if physical infrastructure is included
1. Schedule A - Service Specifications: Detailed technical specifications of all services covered
2. Schedule B - Service Level Metrics: Comprehensive list of all service level metrics and measurement methodologies
3. Schedule C - Price Schedule: Detailed pricing information, including base fees and variable charges
4. Schedule D - Support Procedures: Detailed support processes, contact information, and escalation procedures
5. Schedule E - Security Protocols: Detailed security requirements and procedures
6. Schedule F - Change Management Procedures: Processes for requesting and implementing service changes
7. Appendix 1 - Technical Infrastructure: Documentation of technical infrastructure and architecture
8. Appendix 2 - Incident Response Plan: Detailed procedures for handling various types of incidents
9. Appendix 3 - Report Templates: Standard templates for service performance reporting
Authors
Relevant legal definitions
Clauses
Relevant Industries
Information Technology
Banking and Financial Services
Healthcare
E-commerce
Manufacturing
Government and Public Sector
Education
Telecommunications
Retail
Logistics and Transportation
Professional Services
Relevant Teams
Information Technology
Legal
Procurement
Operations
Compliance
Risk Management
Security
Service Delivery
Vendor Management
Project Management
Infrastructure
Business Operations
Finance
Relevant Roles
Chief Information Officer
IT Director
Service Delivery Manager
IT Operations Manager
Procurement Manager
Legal Counsel
Compliance Officer
IT Project Manager
Contract Manager
Infrastructure Manager
Security Manager
Risk Manager
Technical Account Manager
Service Level Manager
IT Vendor Manager
Chief Technology Officer
Business Relationship Manager
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