Maintenance Level Agreement Template for Indonesia

The Maintenance Level Agreement serves as a crucial legal instrument in Indonesian business operations, establishing a formal framework for maintenance services across various sectors. This document is essential when organizations require regular, structured maintenance services for their facilities, equipment, or infrastructure. The agreement specifically outlines service levels, performance metrics, and operational standards while ensuring compliance with Indonesian regulations, including the Civil Code, Consumer Protection Law, and relevant industry-specific standards. It is particularly valuable for businesses seeking to establish clear maintenance protocols, service quality standards, and accountability measures. The document includes comprehensive details about maintenance schedules, response times, pricing structures, and dispute resolution mechanisms, all tailored to meet Indonesian legal requirements and business practices.

1. Parties: Identification of the service provider and the client, including their complete legal names, registration numbers, and addresses

2. Background: Context of the agreement, including brief description of the client's needs and provider's services

3. Definitions: Detailed definitions of technical terms, service levels, and other key concepts used throughout the agreement

4. Scope of Services: Detailed description of maintenance services to be provided, including regular maintenance, emergency repairs, and excluded services

5. Service Provider Obligations: Comprehensive list of the maintenance provider's responsibilities, including response times, reporting, and quality standards

6. Client Obligations: Client's responsibilities including access provision, information sharing, and maintaining operational environment

7. Service Levels: Specific performance metrics, response times, and maintenance standards that must be met

8. Fees and Payment: Pricing structure, payment terms, expenses, and invoicing procedures

9. Term and Termination: Duration of the agreement, renewal terms, and conditions for termination

10. Personnel and Subcontractors: Requirements for maintenance staff, qualifications, and rules regarding subcontracting

11. Warranties and Representations: Guarantees regarding service quality, compliance with laws, and professional standards

12. Liability and Indemnification: Limitations of liability, indemnification obligations, and insurance requirements

13. Confidentiality: Protection of confidential information and trade secrets

14. Force Majeure: Provisions for circumstances beyond reasonable control affecting service delivery

15. Dispute Resolution: Procedures for handling disputes, including mediation and jurisdiction

16. General Provisions: Standard boilerplate clauses including notices, amendments, and governing law