This Service Level Agreement (SLA) establishes the service levels AhliWeb commits to provide to its customers.
1. Service Availability
AhliWeb commits to providing 99.9% uptime for hosting and cloud server services monthly, measured on a monthly basis (excluding scheduled maintenance).
2. Support Response Times
| Priority | Description | Response Time | Resolution Time |
|---|---|---|---|
| Critical | Server down, website inaccessible | 1 hour | 4 hours |
| High | Significant performance degradation | 4 hours | 12 hours |
| Medium | Specific feature not working | 8 business hours | 2 business days |
| Low | General questions, new requests | 1 business day | 5 business days |
3. Scheduled Maintenance
Regular maintenance is scheduled on Sundays between 02:00–06:00 WIB. Customers will be notified at least 48 hours before maintenance that may affect services.
4. SLA Compensation
If monthly uptime falls below 99.9%, customers are entitled to service credit compensation as follows:
- 99.0% – 99.9%: 10% credit of monthly invoice
- 95.0% – 99.0%: 25% credit of monthly invoice
- Below 95.0%: 50% credit of monthly invoice
5. SLA Exclusions
The SLA does not apply to outages caused by:
- Force majeure (natural disasters, riots, etc.)
- Customer actions or negligence
- DDoS attacks or malicious activities from third parties
- Third-party infrastructure failures (ISP, cloud provider)
- Notified scheduled maintenance
6. Claims Procedure
SLA claims must be submitted within 30 days after an incident via email: [email protected] with subject "SLA Claim - [Company Name/Domain]".