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Operations Level Agreement

Operations Level Agreement Template for Indonesia

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Key Requirements PROMPT example:

Operations Level Agreement

"I need an Operations Level Agreement between our IT Operations Department and Application Support Unit, establishing 24/7 infrastructure support services with 99.9% uptime commitment and maximum 15-minute response time for critical incidents, compliant with Indonesian regulations."

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Document background
The Operations Level Agreement (OLA) serves as a critical internal document for organizations operating in Indonesia, establishing clear service delivery expectations and performance metrics between different departments or business units. This document type is essential when multiple internal teams need to collaborate effectively to deliver services, particularly in complex operational environments. The OLA should comply with Indonesian regulations, including the ITE Law (Law No. 11 of 2008) and related regulations governing electronic systems and transactions. It typically includes detailed service level targets, operational procedures, monitoring mechanisms, and escalation protocols, ensuring smooth internal operations while maintaining regulatory compliance. The agreement is particularly valuable for organizations with multiple service delivery units, helping to define and measure internal support services and maintain operational excellence.
Suggested Sections

1. Parties: Identification of all internal departments/units involved in the agreement

2. Background: Context of the operational arrangement and relationship between the parties

3. Definitions: Clear definitions of technical terms, service metrics, and key concepts used in the agreement

4. Scope of Services: Detailed description of operational services covered under the agreement

5. Service Hours and Availability: Specified operational hours, availability requirements, and maintenance windows

6. Performance Metrics: Specific, measurable operational targets and KPIs

7. Roles and Responsibilities: Detailed breakdown of each party's operational duties and accountability

8. Incident Management: Procedures for handling operational incidents and service disruptions

9. Monitoring and Reporting: Methods and frequency of performance monitoring and reporting

10. Communication Protocols: Standard procedures for routine and emergency communications

11. Review and Improvement: Processes for periodic review and continuous service improvement

12. Term and Termination: Duration of the agreement and conditions for termination

13. Compliance Requirements: Adherence to relevant Indonesian regulations and internal policies

Optional Sections

1. Data Protection Protocols: Detailed data handling procedures when personal or sensitive data is involved

2. Business Continuity: Specific procedures for ensuring service continuity during disruptions

3. Training Requirements: Staff training and certification requirements if specialized skills are needed

4. Security Requirements: Specific security protocols when dealing with sensitive operations or systems

5. Cost Allocation: Internal cost distribution mechanisms if relevant to the service delivery

6. Change Management: Procedures for implementing operational changes when significant process modifications are expected

7. Resource Management: Specific provisions for resource allocation and management when dealing with shared resources

Suggested Schedules

1. Service Level Targets: Detailed breakdown of all operational performance targets and metrics

2. Operating Procedures: Step-by-step procedures for routine operational tasks

3. Escalation Matrix: Detailed escalation procedures and contact information

4. Reporting Templates: Standard templates for performance reporting and monitoring

5. Technical Requirements: Detailed technical specifications and requirements

6. Contact Details: List of key personnel and their contact information

7. Incident Response Procedures: Detailed procedures for handling different types of incidents

8. Performance Calculation Methods: Specific formulas and methods for calculating performance metrics

Authors

Alex Denne

Head of Growth (Open Source Law) @ Genie AI | 3 x UCL-Certified in Contract Law & Drafting | 4+ Years Managing 1M+ Legal Documents | Serial Founder & Legal AI Author

Linkedin in social icon imageX social icon image
alex.den.21@genieai.co
Relevant legal definitions
Agreed Service Times
Available Time
Business Hours
Critical Incident
Downtime
Escalation
First Level Support
Incident
Key Performance Indicators (KPIs)
Mean Time Between Failures (MTBF)
Mean Time to Repair (MTTR)
Monitoring Period
Normal Operations
Operating Environment
Operational Hours
Performance Metrics
Planned Maintenance
Priority Levels
Problem
Resolution Time
Response Time
Root Cause Analysis
Second Level Support
Service Availability
Service Hours
Service Level Targets
Service Request
Service Window
Standard Operating Procedure (SOP)
Support Hours
Support Levels
System
Third Level Support
Unplanned Downtime
Urgent Change
Work Around
Working Days
Service Owner
Operating Unit
Maintenance Window
Emergency Maintenance
Compliance Requirements
Performance Report
Quality Standards
Service Degradation
Support Tools
Technical Environment
Operational Risk
Service Improvement Plan
Measurement Period
Escalation Path
Clauses
Service Scope
Service Hours
Performance Standards
Response Times
Incident Management
Problem Management
Change Management
Monitoring and Reporting
Communication Protocols
Escalation Procedures
Resource Management
Quality Assurance
Business Continuity
Data Protection
Confidentiality
Security Requirements
Compliance
Review and Audit
Service Improvement
Documentation Requirements
Training and Support
Risk Management
Operational Procedures
Performance Measurement
Maintenance Standards
Emergency Procedures
Accountability
Record Keeping
Staff Requirements
Technical Standards
Dispute Resolution
Force Majeure
Term and Termination
Amendment Procedures
Governance
Relevant Industries

Information Technology

Banking and Financial Services

Telecommunications

Healthcare

Manufacturing

E-commerce

Logistics and Supply Chain

Education

Government Services

Professional Services

Relevant Teams

IT Operations

Service Delivery

Infrastructure

Technical Support

Quality Assurance

Network Operations

Application Support

Service Desk

Security Operations

Data Center Operations

Process Management

Performance Management

Relevant Roles

IT Operations Manager

Service Delivery Manager

Infrastructure Manager

Technical Support Lead

Quality Assurance Manager

Operations Director

Service Level Manager

Process Manager

Department Head

Support Services Manager

Network Operations Manager

System Administrator

Service Desk Manager

Performance Analyst

Compliance Officer

Industries
Indonesian Civil Code (Kitab Undang-undang Hukum Perdata): Provides the fundamental legal framework for contracts in Indonesia, including requirements for valid agreements, parties' obligations, and contract enforcement
Law No. 11 of 2008 on Electronic Information and Transactions (ITE Law): Governs electronic transactions and systems, relevant for OLAs involving digital services and electronic communications
Government Regulation No. 71 of 2019 on Implementation of Electronic Systems and Transactions: Provides detailed regulations on electronic system operations, relevant for technical service level commitments and electronic system provider obligations
Law No. 27 of 2022 on Personal Data Protection: Regulates the protection and processing of personal data, crucial for OLAs involving data handling and storage
Law No. 8 of 1999 on Consumer Protection: Ensures consumer rights protection, applicable when the OLA impacts service delivery to end consumers
Law No. 13 of 2003 on Labor: Relevant for OLAs that include staff performance metrics or service delivery obligations involving employees
Ministry of Communication and Information Technology Regulation No. 5 of 2020: Regulates private electronic system operators, including requirements for service level standards and technical operations
Teams

Employer, Employee, Start Date, Job Title, Department, Location, Probationary Period, Notice Period, Salary, Overtime, Vacation Pay, Statutory Holidays, Benefits, Bonus, Expenses, Working Hours, Rest Breaks,  Leaves of Absence, Confidentiality, Intellectual Property, Non-Solicitation, Non-Competition, Code of Conduct, Termination,  Severance Pay, Governing Law, Entire Agreemen

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