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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
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
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
Telecommunications
Information Technology
Banking and Finance
Healthcare
Education
E-commerce
Manufacturing
Hospitality
Professional Services
Government Services
Media and Entertainment
Retail
Logistics and Transportation
Legal
Information Technology
Operations
Procurement
Compliance
Risk Management
Technical Operations
Service Delivery
Network Operations
Customer Support
Contract Administration
Infrastructure Management
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
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