SLA Maintenance Contract Template for Indonesia

The SLA Maintenance Contract serves as a critical legal framework for establishing and managing maintenance service relationships in Indonesia. This document is essential when organizations require structured, measurable maintenance services for their assets, equipment, or facilities. The contract defines specific service levels, performance metrics, and maintenance obligations while ensuring compliance with Indonesian legal requirements, including the Civil Code (Kitab Undang-undang Hukum Perdata) and consumer protection regulations. It is particularly valuable for businesses seeking to establish clear accountability, service standards, and performance measures in their maintenance relationships, while providing legal protection for both service providers and customers. The document includes comprehensive details about maintenance schedules, response times, quality standards, reporting requirements, and remedies for service failures, all tailored to align with Indonesian business practices and legal framework.

1. Parties: Identification of the service provider and customer, including their legal details and authorized representatives

2. Background: Context of the agreement and brief description of the maintenance services to be provided

3. Definitions: Detailed definitions of technical terms, service levels, and other key terms used throughout the agreement

4. Scope of Services: Detailed description of maintenance services, including preventive and corrective maintenance activities

5. Service Levels: Specific performance metrics, response times, and service quality standards

6. Term and Renewal: Duration of the agreement and conditions for renewal

7. Fees and Payment: Pricing structure, payment terms, and invoicing procedures

8. Service Provider Obligations: Detailed responsibilities and commitments of the maintenance service provider

9. Customer Obligations: Customer's responsibilities in facilitating the maintenance services

10. Performance Monitoring: Methods and procedures for monitoring and reporting service performance

11. Issue Resolution: Procedures for reporting and resolving maintenance issues

12. Warranties: Service provider's warranties regarding quality of service and compliance with standards

13. Liability and Indemnification: Limitations of liability and indemnification obligations

14. Force Majeure: Provisions for handling circumstances beyond reasonable control

15. Termination: Conditions and procedures for contract termination

16. Governing Law: Specification of Indonesian law as governing law and jurisdiction

17. General Provisions: Standard boilerplate clauses including notices, amendments, and assignment