Service Level Agreement In Bpo Template for Indonesia

1. Business Continuity: Disaster recovery and business continuity procedures, recommended for critical business processes

2. Transition Services: Procedures for service transition at the start and end of the agreement, important for complex BPO services

3. Intellectual Property Rights: Specific IP provisions when the services involve creation or use of intellectual property

4. Compliance with Industry Standards: Additional compliance requirements for specific industries (e.g., financial services, healthcare)

5. Multi-language Provision: Required when the agreement needs to be in both Indonesian and English, specifying which version prevails

6. Force Majeure: Specific provisions for handling unforeseen circumstances, recommended for long-term agreements

7. Insurance Requirements: Specific insurance obligations beyond standard coverage, important for high-risk services

1. Schedule A - Service Descriptions: Detailed specifications of each service component and delivery requirements

2. Schedule B - Service Level Metrics: Detailed KPIs, measurement methodologies, and reporting requirements

3. Schedule C - Pricing Schedule: Detailed fee structure, including base fees, variable costs, and any performance-based incentives

4. Schedule D - Operational Procedures: Detailed processes, workflows, and standard operating procedures

5. Schedule E - Staff Requirements: Specific staffing requirements, qualifications, and training standards

6. Schedule F - Technical Requirements: IT infrastructure, software, and technical specifications

7. Appendix 1 - Report Templates: Standard formats for performance reports and other required documentation

8. Appendix 2 - Contact Matrix: Key personnel contact information and escalation procedures

9. Appendix 3 - Security Policies: Detailed information security and data protection procedures