The Customer Based Service Level Agreement serves as a crucial legal framework for service delivery relationships in Indonesia, establishing clear performance standards and accountability measures between service providers and their customers. This document is essential when organizations need to formalize service commitments, quality standards, and performance metrics while ensuring compliance with Indonesian regulations, including Law No. 8 of 1999 on Consumer Protection and the Electronic Information and Transactions Law. It is particularly relevant for technology services, managed services, and other service-based relationships where measurable performance standards are critical. The agreement typically includes detailed service descriptions, performance metrics, reporting requirements, remedial measures, and dispute resolution procedures, all tailored to meet both business requirements and Indonesian legal standards.
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1. Parties: Identification and details of the service provider and customer, including registered addresses and company registration numbers
2. Background: Context of the agreement, relationship between parties, and general purpose of the services
3. Definitions: Detailed definitions of technical terms, service metrics, and other key terms used throughout the agreement
4. Service Description: Comprehensive description of services covered under the agreement
5. Service Level Commitments: Specific, measurable service levels and performance metrics that the provider commits to maintain
6. Service Availability: Guaranteed uptime percentages, maintenance windows, and planned downtime procedures
7. Performance Monitoring: Methods and tools used to measure and monitor service performance
8. Response and Resolution Times: Timeframes for responding to and resolving different categories of issues
9. Reporting and Review: Regular reporting requirements and review procedures for service performance
10. Customer Obligations: Requirements and responsibilities of the customer to enable service delivery
11. Payment Terms: Fee structure, payment schedule, and consequences of late payment
12. Service Credits and Penalties: Compensation mechanism for service level failures
13. Dispute Resolution: Procedures for handling disputes, including escalation paths and resolution mechanisms
14. Term and Termination: Duration of agreement, renewal terms, and termination conditions
15. Governing Law: Specification of Indonesian law as governing law and relevant jurisdictional details
1. Data Protection and Privacy: Required when service involves processing personal data or sensitive information
2. Disaster Recovery: Needed for critical services requiring business continuity planning
3. Security Requirements: Additional section for services involving sensitive systems or data
4. Compliance Requirements: For services in regulated industries or requiring specific regulatory compliance
5. Sub-contractors: Required when service provider uses third-party contractors
6. Intellectual Property Rights: Needed when service involves creation or use of intellectual property
7. Insurance Requirements: For high-risk services or when required by regulatory requirements
8. Environmental Requirements: For services with environmental impact or sustainability commitments
1. Schedule 1 - Service Definitions: Detailed technical specifications of services and delivery methods
2. Schedule 2 - Service Level Metrics: Detailed performance metrics, measurement methods, and thresholds
3. Schedule 3 - Price Schedule: Detailed pricing structure, rates, and payment terms
4. Schedule 4 - Escalation Matrix: Contact details and escalation procedures for various types of issues
5. Schedule 5 - Report Templates: Standard formats for performance reports and review documentation
6. Appendix A - Technical Requirements: Specific technical requirements and standards for service delivery
7. Appendix B - Service Credit Calculations: Detailed formulas and procedures for calculating service credits
8. Appendix C - Change Control Procedure: Process for requesting and implementing changes to services or SLAs
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