The Database Service Level Agreement is a critical document used when establishing a formal relationship between a database service provider and a client organization in Indonesia. This agreement is essential for businesses requiring reliable, secure, and well-maintained database services, particularly under Indonesian jurisdiction where specific regulations such as the PDP Law and ITE Law must be considered. The document sets clear expectations for service quality, availability, and performance metrics while ensuring compliance with local data protection and electronic system operation requirements. It includes detailed specifications for service delivery, security measures, support levels, and remedy mechanisms, making it particularly important for organizations handling sensitive data or requiring high-availability database services. The agreement helps protect both parties' interests while providing a clear framework for service delivery and performance measurement under Indonesian law.
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1. Parties: Identification of the service provider and customer, including their legal registration details as required under Indonesian law
2. Background: Context of the agreement and brief description of the database services to be provided
3. Definitions: Detailed definitions of technical terms, service metrics, and legal terms used throughout the agreement
4. Service Description: Comprehensive description of the database services, including technical specifications and operational parameters
5. Service Level Metrics: Specific, measurable performance criteria including availability, response time, and reliability targets
6. Service Provider Obligations: Detailed responsibilities of the service provider, including maintenance, security, and support services
7. Customer Obligations: Customer responsibilities, including access management, data quality, and usage limitations
8. Data Protection and Security: Compliance with Indonesian PDP Law and security requirements for data protection
9. Performance Monitoring: Methods and tools for monitoring service levels and reporting procedures
10. Service Credits and Penalties: Compensation mechanism for service level failures and calculation methods
11. Payment Terms: Pricing, payment schedule, and billing procedures
12. Term and Termination: Duration of agreement, renewal terms, and termination conditions
13. Dispute Resolution: Process for resolving disputes under Indonesian law
14. General Provisions: Standard legal clauses including governing law, notices, and force majeure
1. Disaster Recovery: Detailed recovery procedures and responsibilities - include for critical database services
2. Data Migration: Procedures for importing/exporting data - include when migration services are part of the agreement
3. Third-Party Integration: Terms for connecting with other services - include when third-party interfaces are required
4. Compliance with Industry Standards: Specific industry compliance requirements - include for regulated industries
5. Training and Support: Additional training and support services - include when extensive customer support is required
6. Insurance Requirements: Specific insurance coverage obligations - include for high-value or high-risk services
7. Change Management: Procedures for service modifications - include for complex or evolving services
1. Schedule A - Service Level Specifications: Detailed technical specifications and performance metrics
2. Schedule B - Pricing and Payment Schedule: Detailed pricing structure, payment terms, and service credit calculations
3. Schedule C - Support Services: Support level definitions, response times, and escalation procedures
4. Schedule D - Security Requirements: Detailed security protocols and compliance requirements
5. Schedule E - Technical Infrastructure: Specifications of hardware, software, and network requirements
6. Appendix 1 - Service Level Measurement Methods: Detailed procedures for measuring and calculating service levels
7. Appendix 2 - Incident Response Procedures: Step-by-step procedures for handling service incidents
8. Appendix 3 - Contact Information: List of key contacts and escalation points for both parties
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