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Internet SLA for Indonesia

Internet SLA Template for Indonesia

An Internet Service Level Agreement (SLA) governed by Indonesian law is a legally binding contract that defines the terms, conditions, and guaranteed service levels for internet service provision in Indonesia. The document complies with Indonesian telecommunications regulations, particularly Law No. 36 of 1999 on Telecommunications and the Electronic Information and Transactions Law (ITE Law). It specifies performance metrics, support requirements, service credits, and remedies while incorporating local regulatory requirements for service standards, consumer protection, and data privacy. The agreement is structured to protect both service provider and customer interests while ensuring adherence to Indonesian telecommunications regulatory framework.

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What is a Internet SLA?

The Internet Service Level Agreement (SLA) is a critical document used to establish and maintain a formal service relationship between internet service providers and their customers in Indonesia. This agreement type is essential when contracting for internet services, particularly in business contexts where service reliability and performance are crucial. The document must comply with Indonesian regulatory requirements, including the Telecommunications Law, ITE Law, and relevant Ministry of Communication and Information Technology regulations. The SLA defines specific, measurable service levels, support arrangements, and compensation mechanisms for service failures. It includes technical specifications, performance metrics, reporting requirements, and remedies, while addressing local legal requirements for consumer protection and data privacy. This document is particularly important in Indonesia's rapidly growing digital economy, where reliable internet service is essential for business operations.

What sections should be included in a Internet SLA?

1. Parties: Identification of the Internet Service Provider and the Customer, including their complete legal names, registration numbers, and addresses

2. Background: Context of the agreement, brief description of the services being provided, and the 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 the internet services being provided, including bandwidth, connection type, and technical specifications

5. Service Level Commitments: Specific measurable service levels including uptime guarantees, network availability, latency, packet loss, and response times

6. Service Monitoring and Reporting: Methods and frequency of service level monitoring, reporting mechanisms, and access to performance data

7. Support Services: Details of technical support, including contact methods, response times, and escalation procedures

8. Customer Obligations: Customer responsibilities, including providing access, maintaining customer-side equipment, and acceptable use policies

9. Service Credits and Penalties: Compensation structure for service level failures, calculation methods, and claim procedures

10. Term and Termination: Duration of the agreement, renewal terms, and conditions for termination

11. Force Majeure: Circumstances under which service level commitments may be excused due to events beyond reasonable control

12. Confidentiality: Protection of confidential information exchanged during the service relationship

13. Dispute Resolution: Procedures for resolving disputes, including reference to Indonesian law and jurisdiction

14. General Provisions: Standard legal provisions including notices, amendments, assignment, and entire agreement clauses

What sections are optional to include in a Internet SLA?

1. Data Protection and Privacy: Detailed provisions for handling personal data, required when the service involves processing customer personal data under Law No. 27 of 2022

2. Disaster Recovery: Specific procedures and commitments for service recovery in disaster scenarios, recommended for critical services

3. Security Requirements: Detailed security protocols and standards, necessary when handling sensitive data or providing services to regulated industries

4. Compliance with Industry Standards: Specific industry standard commitments, relevant when serving regulated sectors or requiring specific certifications

5. Third-Party Service Integration: Provisions governing integration with other service providers, needed when the service interconnects with other providers

6. Hardware and Equipment Provisions: Terms regarding provider-supplied equipment, necessary when the ISP provides physical equipment to the customer

What schedules should be included in a Internet SLA?

1. Schedule A - Service Specifications: Detailed technical specifications of the internet service, including bandwidth, connection type, and technical parameters

2. Schedule B - Service Level Metrics: Specific performance metrics, measurement methodologies, and reporting formats

3. Schedule C - Fee Schedule: Pricing details, payment terms, and service credit calculations

4. Schedule D - Support Procedures: Detailed support processes, contact information, and escalation procedures

5. Schedule E - Acceptable Use Policy: Detailed policies governing the customer's use of the service

6. Appendix 1 - Network Architecture: Technical diagrams and descriptions of the network setup and connection points

7. Appendix 2 - Incident Response Plan: Detailed procedures for handling service disruptions and major incidents

Authors

Alex Denne

Head of Growth (Open Source Law) @ Ƶ | 3 x UCL-Certified in Contract Law & Drafting | 4+ Years Managing 1M+ Legal Documents | Serial Founder & Legal AI Author

Jurisdiction

Indonesia

Publisher

Ƶ

Cost

Free to use
Relevant legal definitions














































Clauses



































Relevant Industries

Telecommunications

Information Technology

Banking and Finance

Healthcare

Education

E-commerce

Manufacturing

Hospitality

Professional Services

Government Services

Media and Entertainment

Retail

Logistics and Transportation

Relevant Teams

Legal

Information Technology

Operations

Procurement

Compliance

Risk Management

Technical Operations

Service Delivery

Network Operations

Customer Support

Contract Administration

Infrastructure Management

Relevant Roles

Chief Technology Officer

IT Director

Network Manager

Procurement Manager

Legal Counsel

Telecommunications Manager

Operations Director

Service Delivery Manager

Contract Manager

IT Infrastructure Manager

Compliance Officer

Technical Operations Manager

Chief Information Officer

Business Development Manager

Risk Manager

Industries







Teams

Employer, Employee, Start Date, Job Title, Department, Location, Probationary Period, Notice Period, Salary, Overtime, Vacation Pay, Statutory Holidays, Benefits, Bonus, Expenses, Working Hours, Rest Breaks,  Leaves of Absence, Confidentiality, Intellectual Property, Non-Solicitation, Non-Competition, Code of Conduct, Termination,  Severance Pay, Governing Law, Entire Agreemen

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