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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.

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