SLA OLA Template for Indonesia

1. Penalties and Credits: Financial implications for missing service levels - used when monetary compensation is part of the agreement

2. Disaster Recovery: Procedures for service continuity in disaster scenarios - important for critical services

3. Security Requirements: Specific security standards and protocols - essential for services handling sensitive data

4. Data Protection: Data handling and privacy requirements - required when personal or sensitive data is involved

5. Transition Services: Procedures for service handover - important for complex services or when replacing existing providers

6. Innovation and Continuous Improvement: Framework for service enhancement - useful for long-term strategic partnerships

7. Force Majeure: Provisions for unforeseeable circumstances - particularly relevant in Indonesian context due to natural disasters

1. Service Level Metrics: Detailed technical specifications of all service level measurements and calculations

2. Pricing and Penalties: Detailed fee structure and service credit calculations if applicable

3. Operational Procedures: Step-by-step procedures for key operational processes

4. Contact Matrix: List of key contacts and escalation paths for both parties

5. Technical Infrastructure: Description of systems, tools, and infrastructure supporting the service

6. Report Templates: Standard formats for various required reports

7. Business Continuity Plan: Detailed procedures for maintaining service in various disruption scenarios