SLA For Problem Management Template for Indonesia

1. Continuous Service Improvement: Details processes for ongoing service improvement - include when the parties want to formalize service enhancement procedures

2. Major Incident Management: Specific procedures for handling major incidents - include when dealing with critical systems or infrastructure

3. Problem Prevention: Proactive measures to prevent problems - include when preventive services are part of the scope

4. Root Cause Analysis: Detailed procedures for conducting root cause analysis - include when in-depth problem investigation is required

5. Third-Party Coordination: Procedures for coordinating with third-party vendors - include when multiple vendors are involved

6. Disaster Recovery Integration: Integration with disaster recovery procedures - include for critical services

7. Knowledge Management: Procedures for documenting and sharing problem resolution knowledge - include for complex technical environments

1. Schedule 1 - Service Level Metrics: Detailed metrics, calculations, and measurement methods for all service levels

2. Schedule 2 - Problem Management Procedures: Detailed step-by-step procedures for problem management processes

3. Schedule 3 - Escalation Matrix: Contact details and escalation procedures for different types of problems

4. Schedule 4 - Service Credits Calculation: Detailed formulas and examples for calculating service credits

5. Schedule 5 - Reporting Templates: Standard templates for various reports required under the agreement

6. Appendix A - Technical Environment: Description of the technical environment covered by the problem management services

7. Appendix B - Tool Sets and Access Requirements: List of tools used for problem management and access requirements

8. Appendix C - Rate Card: Pricing for additional services outside the standard scope