This Storage SLA template is designed for use in the Indonesian market where organizations require formal agreements for data storage services. The document is essential when establishing a contractual relationship between storage service providers and their clients, ensuring compliance with Indonesian regulations including the ITE Law and related data protection requirements. It becomes particularly relevant when organizations need to formalize their storage service arrangements, whether for cloud storage, physical data center services, or hybrid solutions. The SLA Storage agreement includes critical elements such as service availability guarantees, performance metrics, security standards, and compliance requirements specific to Indonesian law, making it suitable for both domestic and international companies operating within Indonesia's jurisdiction. This document is crucial for protecting both parties' interests while ensuring regulatory compliance in data storage operations.
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1. Parties: Identification of the service provider and customer, including their legal status and registered addresses
2. Background: Context of the agreement and brief description of the services to be provided
3. Definitions: Detailed definitions of technical terms, service metrics, and other key terms used throughout the agreement
4. Service Description: Detailed description of the storage services, including types of storage, capacity, and technical specifications
5. Service Level Commitments: Specific performance metrics, availability guarantees, and response times
6. Data Protection and Security: Security measures, data protection protocols, and compliance with Indonesian data protection regulations
7. Service Monitoring and Reporting: Methods for monitoring service performance and reporting procedures
8. Maintenance and Support: Details of maintenance windows, support services, and escalation procedures
9. Disaster Recovery: Procedures for data backup, disaster recovery, and business continuity
10. Fees and Payment: Pricing structure, payment terms, and billing procedures
11. Term and Termination: Duration of agreement, renewal terms, and termination conditions
12. Liability and Indemnification: Limitations of liability, indemnification provisions, and force majeure clauses
13. Governing Law and Dispute Resolution: Application of Indonesian law and dispute resolution procedures
1. Data Migration: Procedures for migrating data to and from the storage service, used when initial data migration services are required
2. Multi-location Services: Specific provisions for services provided across multiple data centers or geographic locations
3. Industry-Specific Compliance: Additional compliance requirements for specific industries (e.g., financial services, healthcare)
4. Third-Party Integration: Terms governing integration with third-party services or applications
5. Enhanced Support Services: Additional support options beyond standard service levels
6. Data Residency: Specific requirements for data storage location and cross-border data transfers
1. Schedule A - Service Specifications: Detailed technical specifications of the storage services
2. Schedule B - Service Level Metrics: Specific performance metrics, calculation methods, and remedies for non-compliance
3. Schedule C - Security Standards: Detailed security protocols, certifications, and compliance measures
4. Schedule D - Pricing and Payment Terms: Detailed fee structure, payment schedules, and pricing calculations
5. Schedule E - Support Procedures: Detailed support processes, contact information, and escalation procedures
6. Appendix 1 - Data Processing Agreement: Specific terms for processing personal data in compliance with Indonesian regulations
7. Appendix 2 - Service Credits: Calculation and application of service credits for service level failures
8. Appendix 3 - Acceptable Use Policy: Guidelines and restrictions for use of the storage services
Authors
Relevant legal definitions
Clauses
Relevant Industries
Information Technology
Financial Services
Healthcare
E-commerce
Manufacturing
Education
Government Services
Telecommunications
Retail
Professional Services
Media and Entertainment
Banking
Relevant Teams
Legal
Information Technology
Infrastructure
Operations
Compliance
Information Security
Risk Management
Procurement
Service Delivery
Technical Support
Data Center Operations
Cloud Services
Contract Management
Relevant Roles
Chief Technology Officer
IT Director
Data Center Manager
Cloud Services Manager
Information Security Officer
Compliance Manager
Infrastructure Manager
Storage Solutions Architect
IT Operations Manager
Service Delivery Manager
Legal Counsel
Procurement Manager
Risk Management Officer
Technical Operations Director
IT Service Manager
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