The Third Party SLA is essential for organizations engaging external service providers in Indonesia, establishing clear performance metrics and accountability measures. This document is particularly crucial when outsourcing critical business functions or technology services, as it provides a legally binding framework under Indonesian law. The agreement encompasses detailed service specifications, performance standards, monitoring mechanisms, and remedies for service failures, while ensuring compliance with Indonesian regulations including data protection laws and consumer protection requirements. The Third Party SLA helps manage expectations, mitigate risks, and provide clear recourse in case of service disruptions, making it a fundamental tool for business relationships involving service delivery in Indonesia.
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1. Parties: Identification of service provider and customer, including registration details as required by Indonesian law
2. Background: Context of the agreement and relationship between parties
3. Definitions: Detailed definitions of technical terms, service metrics, and other key terms used in the agreement
4. Service Description: Detailed description of services to be provided, including scope and exclusions
5. Service Levels: Specific, measurable performance targets and service quality metrics
6. Performance Monitoring: Methods and procedures for monitoring and reporting service performance
7. Support Services: Description of support services, including hours of operation and response times
8. Customer Obligations: Customer responsibilities and requirements for service delivery
9. Fees and Payment: Pricing, payment terms, and any performance-related adjustments
10. Service Credits: Calculation and application of credits for service level failures
11. Data Protection: Compliance with Indonesian data protection laws and data handling procedures
12. Confidentiality: Protection of confidential information and trade secrets
13. Term and Termination: Duration of agreement and termination provisions
14. Force Majeure: Provisions for unforeseen circumstances affecting service delivery
15. Governing Law and Dispute Resolution: Indonesian law governance and dispute resolution procedures
1. Disaster Recovery: Required for critical services or when handling sensitive data, detailing recovery procedures and timeframes
2. Security Requirements: Detailed security protocols, recommended for services involving sensitive data or critical systems
3. Regulatory Compliance: Specific compliance requirements for regulated industries
4. Change Management: Procedures for managing service changes, recommended for complex or evolving services
5. Subcontractors: Terms governing use of subcontractors, needed when service provider may delegate services
6. Insurance: Specific insurance requirements, recommended for high-risk or high-value services
7. Intellectual Property: IP rights and licenses, needed when service involves software or creative works
8. Exit Management: Detailed exit procedures, recommended for complex or critical services
1. Schedule 1 - Service Descriptions: Detailed technical specifications of each service component
2. Schedule 2 - Service Level Metrics: Detailed performance metrics, measurement methods, and targets
3. Schedule 3 - Fee Schedule: Detailed pricing, payment terms, and service credit calculations
4. Schedule 4 - Support Procedures: Detailed support processes, escalation procedures, and contact information
5. Schedule 5 - Report Templates: Templates for performance reports and service level monitoring
6. Appendix A - Technical Requirements: Technical specifications and requirements for service delivery
7. Appendix B - Security Standards: Detailed security requirements and compliance standards
8. Appendix C - Business Continuity Plan: Disaster recovery and business continuity procedures
Authors
Relevant legal definitions
Clauses
Relevant Industries
Information Technology
Telecommunications
Cloud Services
Managed Services
Financial Services
Healthcare
E-commerce
Manufacturing
Business Process Outsourcing
Professional Services
Relevant Teams
Legal
Information Technology
Procurement
Operations
Compliance
Risk Management
Vendor Management
Service Delivery
Technical Support
Project Management
Relevant Roles
Chief Information Officer
IT Director
Procurement Manager
Contract Manager
Service Delivery Manager
Operations Director
Legal Counsel
Compliance Officer
Risk Manager
Vendor Management Officer
Technical Project Manager
Chief Technology Officer
Business Relationship Manager
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