SaaS Service Level Agreement Template for Indonesia

The SaaS Service Level Agreement is essential for organizations deploying or utilizing cloud-based software services in Indonesia. This document is specifically designed to comply with Indonesian legal requirements, including the ITE Law and related regulations governing electronic systems and transactions. It serves as a crucial framework for establishing service quality standards, defining performance metrics, and outlining the responsibilities of both service providers and customers. The agreement addresses key aspects such as service availability, response times, data protection measures, and support levels, while ensuring compliance with local data sovereignty requirements and consumer protection laws. This document is particularly important given Indonesia's growing digital economy and increasing adoption of cloud-based solutions across various sectors.

1. Parties: Identification of the service provider and customer, including their legal status and registered addresses

2. Background: Context of the agreement and brief description of the services being provided

3. Definitions: Definitions of key terms used throughout the agreement, including technical terms and service metrics

4. Service Description: Detailed description of the SaaS services, including scope, features, and functionality

5. Service Levels: Specific performance metrics, availability targets, and measurement methods

6. Support Services: Description of technical support, maintenance, and help desk services

7. Customer Obligations: Customer responsibilities, including acceptable use policies and access management

8. Data Protection and Security: Data handling, security measures, and compliance with Indonesian data protection regulations

9. Fees and Payment: Pricing, payment terms, and billing procedures

10. Intellectual Property Rights: Ownership and licensing of IP, including customer data and service provider's software

11. Confidentiality: Protection of confidential information and trade secrets

12. Liability and Indemnification: Limitation of liability, warranties, and indemnification provisions

13. Term and Termination: Duration of agreement, renewal terms, and termination conditions

14. Force Majeure: Provisions for unforeseen circumstances affecting service delivery

15. Governing Law and Dispute Resolution: Application of Indonesian law and dispute resolution procedures