This Software as a Service SLA template is designed for use in the Indonesian market, providing a comprehensive framework for defining and managing service level commitments between SaaS providers and their customers. The document is essential when establishing a formal agreement for cloud-based software services in Indonesia, ensuring compliance with key regulations including the Electronic Information and Transactions Law, Personal Data Protection Law, and related implementing regulations. The SLA covers critical aspects such as service availability, performance metrics, support levels, data security, and compliance requirements, while incorporating specific provisions required under Indonesian law for electronic system operators. It's particularly important for businesses operating in regulated industries or handling sensitive data, as it establishes clear accountability and performance standards while meeting local regulatory requirements.
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1. Parties: Identification of the service provider and customer, including registration details required under Indonesian law
2. Background: Context of the agreement and brief description of the SaaS service being provided
3. Definitions: Definitions of technical terms, service metrics, and other key terms used throughout the agreement
4. Service Description: Detailed description of the SaaS services, including features, functionality, and access methods
5. Service Level Commitments: Specific performance metrics, availability guarantees, and response time commitments
6. Support Services: Description of technical support, maintenance, and customer service provisions
7. Data Protection and Security: Obligations regarding data security, privacy, and compliance with Indonesian data protection laws
8. Customer Obligations: Customer responsibilities, acceptable use policies, and compliance requirements
9. Fees and Payment: Pricing, payment terms, and billing procedures
10. Term and Termination: Duration of agreement, renewal terms, and termination conditions
11. Service Credits and Penalties: Compensation for service level failures and breach remedies
12. Limitation of Liability: Liability caps and exclusions in compliance with Indonesian law
13. Governing Law and Dispute Resolution: Specification of Indonesian law governance and dispute resolution procedures
1. Disaster Recovery: Detailed disaster recovery and business continuity procedures, recommended for critical services
2. Change Management: Procedures for implementing service changes and upgrades, important for complex implementations
3. Audit Rights: Customer rights to audit service provider's compliance and security measures, relevant for regulated industries
4. White Labeling: Terms for white-label service provision, if applicable
5. Professional Services: Terms for additional implementation or consulting services, if offered
6. Multi-tenant Provisions: Specific terms for multi-tenant environments, if applicable
7. Geographic Restrictions: Specific provisions for data localization and service access restrictions, if required
1. Service Level Specifications: Detailed technical specifications of service levels, measurement methods, and reporting
2. Support Services Details: Comprehensive support level descriptions, response times, and escalation procedures
3. Security Requirements: Detailed security protocols, standards, and compliance requirements
4. Pricing Schedule: Detailed pricing information, including tiered pricing if applicable
5. Data Processing Agreement: Specific terms for personal data processing in compliance with Indonesian data protection law
6. Technical Requirements: Customer technical requirements and specifications for accessing the service
7. Service Credits Calculation: Detailed methodology for calculating service credits and penalties
Authors
Relevant legal definitions
Clauses
Relevant Industries
Information Technology
Financial Services
Healthcare
E-commerce
Education
Manufacturing
Professional Services
Telecommunications
Retail
Government Services
Insurance
Banking
Relevant Teams
Legal
Information Technology
Procurement
Compliance
Information Security
Operations
Service Delivery
Risk Management
Vendor Management
Technical Support
Contract Administration
Relevant Roles
Chief Technology Officer
IT Director
Legal Counsel
Procurement Manager
Information Security Officer
Compliance Officer
Operations Manager
Service Delivery Manager
Contract Manager
Risk Manager
Technical Account Manager
Chief Information Officer
Data Protection Officer
Cloud Services Manager
Vendor Management Officer
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