This Data Warehouse SLA is essential for organizations in Indonesia requiring professional data warehouse services with defined service levels and performance guarantees. The document is specifically designed to comply with Indonesian regulations, including the ITE Law, PDP Law, and related electronic system regulations. It should be used when establishing a formal agreement between a data warehouse service provider and a customer, detailing service specifications, performance metrics, security requirements, and operational procedures. The agreement includes comprehensive coverage of data protection requirements, technical specifications, and service level commitments while ensuring compliance with Indonesian language requirements and local jurisdiction specifics. This document type is particularly crucial for organizations handling large volumes of data that require reliable storage, processing, and management services with clear accountability and performance measures.
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1. Parties: Identification of the service provider and customer, including their registered addresses and company details
2. Background: Context of the agreement, including the purpose of the data warehouse services
3. Definitions: Detailed definitions of technical terms, service metrics, and other key terminology used in the agreement
4. Service Description: Detailed description of the data warehouse services, including infrastructure, storage, and processing capabilities
5. Service Level Parameters: Specific measurable metrics including availability, performance, response times, and capacity
6. Performance Monitoring: Methods and tools for monitoring service levels and reporting procedures
7. Security Requirements: Security measures, protocols, and compliance requirements in accordance with Indonesian regulations
8. Data Protection and Privacy: Obligations regarding data protection, particularly under Indonesian PDP Law
9. Incident Management: Procedures for handling service disruptions, security incidents, and disaster recovery
10. Service Credits and Penalties: Compensation mechanism for service level breaches
11. Payment Terms: Pricing, payment schedule, and billing procedures
12. Term and Termination: Duration of agreement, renewal terms, and termination conditions
13. Governing Law and Jurisdiction: Specification of Indonesian law as governing law and jurisdiction details
1. Data Locality Requirements: Specific requirements for data storage location, used when customer requires data to be stored in specific territories
2. Custom Integration Services: Details of any custom integration requirements, included when specific system integrations are needed
3. Business Continuity: Extended disaster recovery and business continuity provisions, used for critical services
4. Environmental Standards: Green data center requirements, included when environmental compliance is required
5. Multi-tenant Services: Specific provisions for multi-tenant environments, used when services are shared with other customers
6. Data Migration Services: Terms for initial data migration, included when migration services are required
7. Training and Support: Details of training and support services, included when additional support services are contracted
1. Service Level Specifications: Detailed technical specifications of service levels and measurement methodologies
2. Pricing Schedule: Detailed pricing structure, including base fees and variable charges
3. Security Standards and Protocols: Detailed security requirements and compliance standards
4. Technical Infrastructure Specifications: Detailed specifications of the data warehouse infrastructure
5. Operational Procedures: Detailed procedures for routine operations and maintenance
6. Incident Response Plan: Detailed procedures for handling various types of incidents
7. Data Processing Agreement: Specific terms for data processing in compliance with Indonesian regulations
8. Exit Plan: Detailed procedures for service termination and data transition
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