This Service Level Agreement (SLA) establishes the service levels PancingTandaSeru commits to provide to its customers.
1. Service Availability
PancingTandaSeru commits to providing 99.9% monthly uptime for hosting and cloud server services, 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. SLA Compensation
- 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
4. Claims
Submit SLA claims within 30 days to: admin@pancingtandaseru.com with subject "SLA Claim - [Name/Domain]".