Additional information added to TOS 2025/05/30 @ 17.27 (MYT 0800)
Exceptions:
- DDoS or similar attacks on our network / servers
- Third-party software failure such as Cpanel, Wordpress etc..
- Your usage maxed the allocated resources
- Customer missed-configuration
- Network connection outside our network such as from your ISP to our network
- Schedule maintenance is not cover under SLA
- Any act of god, Government enforcement, war, terrorism and circumstances out of our control
Calculation example:
Downtime of the month: 24 hours
Yearly hosting fee: RM300
Days of the month: 30 days
Business hosting uptime SLA: 99%
Business hosting downtime allowed: (24 x 30) x 1% = 7.2
SLA Credit: double the period in excess of this guarantee
Uptime calculation: 100% - (48 / (24x30)) = 93.33%
Credit for client: (48-7.2) x (RM300 / 365 / 24) x 2 = RM2.79
SLA claim entitlement:
- Customer shall open support ticket during the outage in question
- downtime will be calculated started upon receive customer support ticket
- Customer shall provide PIC mobile and email.
- Detail products such as domain name, server IP, server name
- Detail outage such as date, time ad area of outage
- Requests for credits must be submitted via Ticketing System within 3 days upon ending of outage
