SLA 2017-05-18T22:27:00+00:00
Service Level Agreement (SLA)

Service Level Agreement (SLA) is valid only between Klikserver Indonesia and its customers. Customers of the reseller or other party that does not directly use Klikserver Indonesia services, but not registered as customers are not eligible for this SLA.

 

Internet Connectivity Uptime Guarantee

Klikserver Indonesia guarantees Internet connectivity on the server hosting uptime of 99.5% per month beyond downtime due to maintenance that had previously been announced through https://klikserver.com. For servers located in the US, customers are guaranteed redundancy links to various international backbone, while for servers located in Indonesia, customers get a guarantee of international connectivity and direct connectivity to the local exchange (IIX or OIXP).

Failure on the provision of Internet connectivity by Klikserver Indonesia to the hosting server due to a network interruption can be claimed if it lasts beyond the limit of 0.5% in a month and occurred at a time, not including the accumulation of a disruption that occurs below 0.5%.

 

Server Uptime Guarantee

Klikserver Indonesia provides a server uptime guarantee of 99.5% uptime per month outside downtime due to maintenance that had previously been announced through https://klikserver.com. To maintain the performance of the server, we do routine maintenance on a Sunday night and early Monday. During maintenance, it is likely the server will reboot without prior notification through the website.

Failure to provision server uptime by Klikserver Indonesia can be claimed if it lasts beyond the limit of 0.5% in a month and occurred at a time, not including the accumulation of a disruption that occurs below 0.5%.

 

Data Security Assurance

Klikserver Indonesia provides security of customer data includes data web files, databases, and e-mail all the risk to the security of the data is not brought about by the customers themselves. Among the customers negligence mentioned below:

  • Theft of access authorization (hosting account and all the facilities in it, cpanel, e-mail, and billing) as a result of the insecurity of the customer’s computer. Insecurity covering their customers’ computer worm, virus, keylogger, or because the customer access from public computers
  • Having a file or a directory with all permissions read write (mode 777) on the hosting account
  • Having a script that high security risk or commonly known as a bug

 

Over Failure Warranty Claims

Claims for the failure of the guarantee above will be listed on the next billing monthly subscription fee and will be deducted.

Claims failure uptime server and network uptime must be accompanied by evidence of the results of traceroute towards the customer domain within disruption and will do crosscheck with our data.

The claim will be rejected if a failure occurs on Internet Connectivity Uptime Guarantee is caused by other parties that are outside Klikserver Indonesia responsibility including but not limited therein:

  • Disruption of Internet connectivity to ISP customers
  • Internet connectivity disruption that occurred on one of the routes that become path connectivity from the customer to the server Klikserver Indonesia
  • Disruptions caused by force majeure
  • Disruption caused by the disruption caused by the other party

If the disruption in the claims by the customer data matches the data Klikserver Indonesia, then Klikserver Indonesia should refund your money at a pro-rated amount for the duration of excessive downtime.

Claims failure guarantee will be automatic void if:

  • Customers otherwise violate Acceptable Usage Policy
  • Customers have been suspended or removed

 

Total Monthly Downtime and Restitution

Total monthly tolerant downtime: 24 hours X 30 days X (100% – 99.5%) = 3.6 hours

R: ((n – 3.6 hours)/720 hours) x B

R= Restitution
n=Total hours downtime in one month
B=Subscription fee exclude tax