The Standard SLA for IT Support is essential for organizations operating in Indonesia that require structured IT support services. This document serves as a foundational agreement between IT service providers and their clients, establishing clear service levels, performance metrics, and operational procedures. It is designed to comply with Indonesian regulations, particularly Law No. 11 of 2008 on Electronic Information and Transactions and Government Regulation No. 71 of 2019 on Electronic Systems and Transactions. The agreement covers critical aspects such as incident management, response times, service availability, data protection, and reporting requirements, while ensuring alignment with local legal requirements for electronic service provision and data handling. It is particularly valuable for organizations seeking to formalize their IT support arrangements while maintaining compliance with Indonesian regulatory requirements.
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1. Parties: Identification of the service provider and client, including registration details and authorized representatives
2. Background: Context of the agreement and brief description of the services to be provided
3. Definitions: Detailed definitions of technical terms, service levels, and other key concepts used in the agreement
4. Service Scope: Detailed description of IT support services covered under the agreement
5. Service Level Commitments: Specific service levels, response times, and performance metrics
6. Support Hours and Availability: Definition of service hours, coverage periods, and availability commitments
7. Incident Management: Process for reporting, tracking, and resolving support incidents
8. Problem Management: Procedures for identifying and addressing root causes of recurring issues
9. Service Provider Obligations: Key responsibilities and commitments of the IT support provider
10. Client Obligations: Requirements and responsibilities of the client
11. Data Protection and Security: Measures for protecting client data and maintaining system security
12. Reporting and Review: Performance reporting requirements and service review procedures
13. Commercial Terms: Pricing, payment terms, and billing procedures
14. Term and Termination: Duration of agreement and conditions for termination
15. Liability and Indemnification: Limitations of liability and indemnification provisions
16. General Provisions: Standard legal provisions including governing law, notices, and dispute resolution
1. Change Management: Procedures for requesting and implementing service changes - include when significant system modifications are anticipated
2. Disaster Recovery: Disaster recovery and business continuity procedures - include for critical systems support
3. Training and Knowledge Transfer: Requirements for training client staff - include when knowledge transfer is a key requirement
4. Transition Services: Procedures for service transition at start and end of contract - include for complex service arrangements
5. Third-Party Vendor Management: Procedures for managing third-party vendors - include when multiple vendors are involved
6. Innovation and Continuous Improvement: Commitments to service improvement and innovation - include for long-term strategic partnerships
1. Schedule 1 - Service Level Specifications: Detailed technical specifications of service levels and performance metrics
2. Schedule 2 - Pricing and Payment Terms: Detailed pricing structure, rates, and payment conditions
3. Schedule 3 - Support Procedures Manual: Detailed procedures for incident reporting, escalation, and resolution
4. Schedule 4 - Contact Details and Escalation Matrix: Key contacts and escalation paths for both parties
5. Schedule 5 - Technical Environment Specifications: Details of supported systems, infrastructure, and technical requirements
6. Appendix A - Service Report Templates: Standard templates for service performance reporting
7. Appendix B - Incident Priority Matrix: Definition of incident priorities and corresponding response times
Authors
Relevant legal definitions
Clauses
Relevant Industries
Information Technology
Banking and Financial Services
Healthcare
Manufacturing
Retail
Education
Government
Telecommunications
E-commerce
Professional Services
Insurance
Media and Entertainment
Relevant Teams
Information Technology
Legal
Procurement
Operations
Risk Management
Compliance
Information Security
Service Desk
Infrastructure
Technical Support
Contract Management
Project Management
Relevant Roles
Chief Information Officer
IT Director
Service Delivery Manager
IT Operations Manager
Technical Support Manager
Help Desk Manager
IT Infrastructure Manager
Procurement Manager
Legal Counsel
Contract Manager
Risk Management Officer
Information Security Officer
IT Project Manager
Operations Director
Chief Technology Officer
Compliance Officer
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