Document background
The Network Service Level Agreement is a critical document used to establish and maintain clear performance standards and accountability in network service delivery within the Indonesian jurisdiction. This agreement is essential when contracting for network services, whether for internet connectivity, cloud services, or managed network solutions. It defines specific, measurable service levels, response times, and remediation procedures, ensuring compliance with Indonesian telecommunications regulations, particularly Law No. 11 of 2008 and Government Regulation No. 71 of 2019. The document protects both service providers and customers by clearly defining expectations, responsibilities, and consequences for service level breaches, while incorporating mandatory local regulatory requirements for electronic system operators and service providers.
