IT Service Level Agreement Template for Indonesia

1. Disaster Recovery: Detailed disaster recovery procedures and business continuity plans, required for critical services

2. Intellectual Property Rights: Specific IP provisions when custom development or proprietary technologies are involved

3. Third-Party Services: Terms governing subcontractors or third-party service providers

4. Change Management: Procedures for requesting and implementing service changes

5. Training and Knowledge Transfer: Requirements for training customer staff or knowledge transfer

6. Exit Management: Detailed transition procedures for service termination, recommended for complex services

7. Compliance with Industry Standards: Specific industry compliance requirements (e.g., for financial services or healthcare)

8. Insurance Requirements: Specific insurance coverage requirements for high-risk services

1. Schedule 1 - Service Descriptions: Detailed technical specifications of each service component

2. Schedule 2 - Service Level Specifications: Detailed metrics, thresholds, and measurement methodologies

3. Schedule 3 - Pricing and Payment Schedule: Detailed fee structure, payment terms, and service credit calculations

4. Schedule 4 - Support Procedures: Detailed support processes, escalation procedures, and contact information

5. Schedule 5 - Security Requirements: Detailed security protocols, compliance requirements, and audit procedures

6. Schedule 6 - Data Processing Agreement: Detailed data handling procedures compliant with Indonesian data protection laws

7. Appendix A - Technical Infrastructure: Specifications of technical infrastructure and system requirements

8. Appendix B - Report Templates: Templates for various service reports and performance measurements