Service Level Agreement Ict Template for Indonesia

1. Change Management: Procedures for requesting and implementing changes to services or service levels, recommended for complex service arrangements

2. Training and Knowledge Transfer: Details of any training or knowledge transfer obligations, relevant when staff training is part of the service

3. Exit Management: Procedures for service transition at contract end, important for critical services or long-term agreements

4. Intellectual Property Rights: Specific IP provisions, necessary when custom development or proprietary technologies are involved

5. Third-Party Dependencies: Management of third-party service providers or dependencies, relevant when subcontractors are involved

6. Environmental Compliance: Green IT commitments and environmental standards, relevant for environmentally conscious clients

7. Business Continuity: Detailed business continuity requirements, important for critical services

8. Regulatory Compliance: Specific regulatory requirements for regulated industries like banking or healthcare

1. Schedule A - Service Specifications: Detailed technical specifications of all ICT services covered by the agreement

2. Schedule B - Service Level Targets: Detailed metrics, measurement methods, and calculation formulas for all service levels

3. Schedule C - Price Schedule: Detailed pricing information, including base fees, variable charges, and penalty calculations

4. Schedule D - Escalation Matrix: Contact details and escalation procedures for different types of issues

5. Schedule E - Technical Infrastructure: Details of technical infrastructure, including hardware, software, and network requirements

6. Schedule F - Security Requirements: Detailed security protocols, compliance requirements, and audit procedures

7. Schedule G - Incident Management Procedures: Detailed procedures for handling different types of service incidents

8. Appendix 1 - Service Request Forms: Standard forms for service requests, changes, and incident reporting

9. Appendix 2 - Report Templates: Templates for various service performance and incident reports