Outsourcing Service Level Agreement Template for Indonesia

1. Business Continuity: Procedures for ensuring service continuity during disruptions, used when services are critical to client operations

2. Knowledge Transfer: Process for transferring knowledge and documentation, important when complex processes are involved

3. Environmental Compliance: Environmental protection requirements, relevant for services with environmental impact

4. Insurance: Specific insurance requirements beyond standard coverage, used for high-risk services

5. Security Requirements: Additional security measures and protocols, crucial for services involving sensitive information

6. Transition Services: Procedures for service transition at start and end of contract, important for complex service arrangements

7. Subcontracting: Terms for engaging subcontractors, when service provider may need to subcontract certain functions

8. Force Majeure: Specific provisions for unforeseen events, particularly relevant in long-term or critical service arrangements

1. Schedule A - Service Description: Detailed technical specifications of services and delivery requirements

2. Schedule B - Service Levels and KPIs: Detailed metrics, measurement methods, and reporting requirements

3. Schedule C - Pricing and Payment Schedule: Detailed fee structure, payment terms, and pricing calculations

4. Schedule D - Personnel Requirements: Specific qualifications, experience requirements, and key personnel

5. Schedule E - Compliance Requirements: Detailed regulatory compliance requirements specific to the services

6. Schedule F - Operational Procedures: Day-to-day operational procedures and protocols

7. Schedule G - Required Reports: Templates and specifications for required service reports

8. Appendix 1 - Contact Details: Key contact persons and escalation matrix

9. Appendix 2 - Security Protocols: Detailed security requirements and procedures

10. Appendix 3 - Exit Plan Template: Template for developing the exit plan upon termination