This document serves as a critical framework for establishing and managing service delivery standards and operational commitments between parties operating under Indonesian jurisdiction. The SLA/OLA template is specifically designed to comply with Indonesian legal requirements, including the ITE Law (Law No. 11 of 2008) and Government Regulation No. 71 of 2019 on Electronic Systems and Transactions. It is particularly relevant for organizations needing to formalize service arrangements, whether between internal departments or with external providers, while ensuring alignment with local regulatory requirements. The document provides comprehensive coverage of service metrics, performance standards, operational procedures, and governance mechanisms, with specific attention to Indonesian language requirements and local business practices.
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1. Parties: Identification of service provider and service recipient, including complete legal names and addresses
2. Background: Context of the agreement, relationship between parties, and general purpose of the SLA/OLA
3. Definitions: Detailed definitions of technical terms, service metrics, and key concepts used throughout the agreement
4. Service Description: Comprehensive description of services to be provided, including scope and boundaries
5. Service Level Targets: Specific, measurable performance metrics and targets that the service provider commits to achieve
6. Service Availability: Defined service hours, maintenance windows, and availability commitments
7. Performance Monitoring: Methods and tools for measuring and monitoring service performance
8. Incident Management: Procedures for reporting, responding to, and resolving service incidents
9. Responsibilities: Clear delineation of responsibilities between service provider and recipient
10. Reporting: Frequency and format of service performance reports
11. Review and Governance: Process for regular review meetings and service governance
12. Term and Termination: Duration of agreement and conditions for termination
13. General Provisions: Standard legal clauses including governing law, notices, and amendment procedures
1. Penalties and Credits: Financial implications for missing service levels - used when monetary compensation is part of the agreement
2. Disaster Recovery: Procedures for service continuity in disaster scenarios - important for critical services
3. Security Requirements: Specific security standards and protocols - essential for services handling sensitive data
4. Data Protection: Data handling and privacy requirements - required when personal or sensitive data is involved
5. Transition Services: Procedures for service handover - important for complex services or when replacing existing providers
6. Innovation and Continuous Improvement: Framework for service enhancement - useful for long-term strategic partnerships
7. Force Majeure: Provisions for unforeseeable circumstances - particularly relevant in Indonesian context due to natural disasters
1. Service Level Metrics: Detailed technical specifications of all service level measurements and calculations
2. Pricing and Penalties: Detailed fee structure and service credit calculations if applicable
3. Operational Procedures: Step-by-step procedures for key operational processes
4. Contact Matrix: List of key contacts and escalation paths for both parties
5. Technical Infrastructure: Description of systems, tools, and infrastructure supporting the service
6. Report Templates: Standard formats for various required reports
7. Business Continuity Plan: Detailed procedures for maintaining service in various disruption scenarios
Authors
Relevant legal definitions
Clauses
Relevant Industries
Information Technology
Banking and Financial Services
Telecommunications
Healthcare
E-commerce
Manufacturing
Government Services
Cloud Services
Business Process Outsourcing
Logistics and Supply Chain
Relevant Teams
IT Operations
Service Delivery
Legal
Compliance
Quality Assurance
Infrastructure Management
Technical Support
Service Desk
Business Analysis
Project Management
Vendor Management
Risk Management
Performance Management
Relevant Roles
IT Director
Service Delivery Manager
Operations Manager
Chief Technology Officer
Contract Manager
Service Level Manager
IT Operations Manager
Quality Assurance Manager
Compliance Officer
Legal Counsel
Business Relationship Manager
Infrastructure Manager
Support Services Manager
Process Owner
Technical Service Manager
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