The SLA Site agreement is designed for use in Indonesia when establishing formal service commitments and performance standards for services delivered at specific physical locations. This document type is essential when a service provider needs to maintain and operate services at a client's site, requiring detailed specification of service levels, access protocols, and operational procedures. The agreement incorporates requirements from Indonesian regulations including the Civil Code, Electronic Information and Transactions Law, and building regulations. The SLA Site format is particularly important for ensuring clear accountability, measuring service performance, and establishing remedies for service failures while complying with local legal requirements for site operations and service delivery.
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1. Parties: Identification of the service provider and client, including their legal status and registered addresses
2. Background: Context of the agreement and brief description of the services to be provided at the site
3. Definitions: Detailed definitions of technical terms, service metrics, and other key terms used throughout the agreement
4. Service Description: Detailed description of services to be provided, including scope and limitations
5. Site Access and Security: Requirements and procedures for accessing the site, security protocols, and access control measures
6. Service Levels: Specific service level commitments, performance metrics, and measurement methodologies
7. Response and Resolution Times: Timeframes for responding to and resolving various categories of issues
8. Monitoring and Reporting: Methods and frequency of service level monitoring and reporting requirements
9. Maintenance and Support: Scheduled maintenance procedures, support services, and related protocols
10. Client Obligations: Responsibilities and obligations of the client, including provision of access and information
11. Fees and Payment: Payment terms, fee structure, and billing procedures
12. Service Credits: Calculation and application of service credits for failure to meet service levels
13. Term and Termination: Duration of agreement, renewal terms, and termination conditions
14. Force Majeure: Circumstances beyond reasonable control and their impact on service obligations
15. Liability and Indemnification: Limitations of liability and indemnification obligations of both parties
16. Governing Law and Dispute Resolution: Application of Indonesian law and dispute resolution procedures
1. Disaster Recovery: Specific procedures for disaster recovery scenarios, used when the service includes DR requirements
2. Data Protection and Privacy: Additional data protection measures, required when handling sensitive or personal data
3. Environmental Requirements: Specific environmental conditions and maintenance requirements, needed for environmentally sensitive sites
4. Third-Party Integration: Terms governing integration with third-party services, included when external services are part of the solution
5. Equipment Installation and Maintenance: Specific terms for equipment installation and maintenance, needed when physical equipment is part of the service
6. Training and Knowledge Transfer: Requirements for training client personnel, included when service includes training components
7. Transition Services: Terms governing service transition in or out, needed for complex service implementations
1. Schedule 1 - Service Level Specifications: Detailed technical specifications of service levels and performance metrics
2. Schedule 2 - Site Specifications: Detailed description of the site, including floor plans, access points, and technical infrastructure
3. Schedule 3 - Fee Schedule: Detailed breakdown of fees, charges, and payment terms
4. Schedule 4 - Escalation Matrix: Contact details and escalation procedures for various types of issues
5. Schedule 5 - Technical Requirements: Detailed technical specifications and requirements for service delivery
6. Schedule 6 - Operational Procedures: Detailed procedures for routine operations and maintenance
7. Schedule 7 - Report Templates: Templates for various reports required under the agreement
8. Appendix A - Service Credit Calculations: Detailed methodology for calculating service credits
9. Appendix B - Incident Categories: Classification and definitions of different types of incidents
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