Social Media SLA Template for Indonesia

This Social Media SLA template is designed for use in the Indonesian market where businesses require formal agreements for social media management services. The document addresses the specific requirements of Indonesian electronic transaction laws, including the ITE Law and PDP Law, while establishing clear service standards and performance metrics. It should be used when engaging social media management services to ensure proper governance of service delivery, data protection, content moderation, and performance monitoring. The SLA includes comprehensive coverage of response times, service availability, content management standards, and reporting requirements, making it suitable for both service providers and clients operating under Indonesian jurisdiction. The document incorporates local regulatory requirements while maintaining international best practices in social media management.

1. Parties: Identification of the service provider and client, including their legal registration details as required by Indonesian law

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

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

4. Service Description: Comprehensive description of social media services covered under the agreement

5. Service Level Metrics: Specific, measurable performance indicators including platform availability, response times, and content moderation timeframes

6. Monitoring and Reporting: Methods and frequency of service level measurement and reporting procedures

7. Data Privacy and Security: Compliance requirements with Indonesian PDP Law and data protection regulations

8. Response and Resolution Times: Timeframes for addressing different types of issues and incidents

9. Service Provider Obligations: Detailed responsibilities of the service provider including compliance with Indonesian electronic system operator requirements

10. Client Obligations: Client responsibilities and requirements for service delivery

11. Service Credits and Penalties: Compensation structure for service level failures

12. Term and Termination: Duration of the agreement and conditions for termination

13. Force Majeure: Provisions for unforeseen circumstances affecting service delivery

14. Dispute Resolution: Procedures for resolving disputes under Indonesian law

15. Governing Law: Specification of Indonesian law as the governing law