1. Parties: Identification of the service provider and customer, including complete legal names, registration numbers, and addresses
2. Background: Context of the agreement, relationship between parties, and general purpose of the services
3. Definitions: Detailed definitions of technical terms, service metrics, and key concepts used throughout the agreement
4. Service Description: Comprehensive description of services to be provided, including scope and exclusions
5. Service Level Metrics: Specific, measurable performance standards and metrics that the service provider must meet
6. Service Availability: Guaranteed uptime percentages, maintenance windows, and scheduled downtime provisions
7. Response and Resolution Times: Timeframes for responding to and resolving different categories of issues
8. Performance Monitoring: Methods and tools for measuring and reporting service performance
9. Support Services: Details of technical support, including hours of operation and contact procedures
10. Customer Obligations: Requirements and responsibilities of the customer to enable service delivery
11. Fees and Payment Terms: Pricing structure, payment schedules, and billing procedures
12. Service Credits and Penalties: Compensation system for service level failures and calculation methods
13. Data Protection and Security: Security measures and compliance with Indonesian data protection regulations
14. Confidentiality: Protection of confidential information and trade secrets
15. Term and Termination: Duration of agreement, renewal terms, and termination conditions
16. Force Majeure: Provisions for unforeseen circumstances affecting service delivery
17. Dispute Resolution: Procedures for resolving disputes under Indonesian law
18. Governing Law: Specification of Indonesian law as governing law and jurisdiction
