1. Parties: Identification of the service provider and customer, including their legal details and authorized representatives
2. Background: Context of the agreement, including reference to any master agreements or related contracts
3. Definitions: Definitions of key terms used throughout the agreement, including technical terms related to the systems being maintained
4. Scope of Services: Detailed description of maintenance and support services to be provided, including service levels and response times
5. Term and Renewal: Duration of the agreement and provisions for renewal or extension
6. Service Provider Obligations: Detailed responsibilities of the service provider, including maintenance standards and quality requirements
7. Customer Obligations: Customer's responsibilities, including access provision and cooperation requirements
8. Service Levels: Specific performance metrics, response times, and service quality standards
9. Fees and Payment: Payment terms, fee structure, and invoicing procedures
10. Intellectual Property Rights: Ownership and licensing of any IP involved in maintenance services
11. Confidentiality: Protection of confidential information exchanged during service provision
12. Data Protection: Compliance with Indonesian PDP Law and data handling requirements
13. Liability and Indemnification: Limitation of liability and indemnification provisions
14. Force Majeure: Provisions for unforeseen circumstances affecting service delivery
15. Termination: Grounds and procedures for agreement termination
16. Governing Law and Dispute Resolution: Specification of Indonesian law governance and dispute resolution procedures
