Effective Date: June 21, 2025
1. Introduction
This Service Level Agreement (“SLA”) forms an integral part of the Service Agreement between PLiKhost Web Hosting Indonesia (“PLiKhost”) and the Customer (“Customer”). By using PLiKhost’s services, the Customer acknowledges that they have read, understood, and agreed to be bound by the terms of this SLA.
Note: This SLA does not apply to Shared, Enterprise, Email Hosting & Virtual Server services.
2. Definitions
- Network Uptime: Percentage of total time in a calendar month during which the PLiKhost network is accessible and operational. Guaranteed minimum: 99.0%.
- Network Outage: Any unplanned event that causes total loss of network connectivity or 100% packet loss.
- Scheduled Maintenance: Planned system downtime, notified at least 24 hours in advance.
3. SLA Compensation
If monthly uptime falls below 99.0%, the Customer may request service credit according to the table below:
| Monthly Uptime | Credit Percentage |
|---|---|
| 99.0% – 100% | 0% |
| 98.7% – 98.9% | 10% |
| 98.4% – 98.6% | 25% |
| 98.1% – 98.3% | 50% |
| 97.8% – 98.0% | 75% |
| Below 97.8% | 100% |
Credit requests must be submitted to [email protected] within 7 business days after the affected month. All claims are subject to verification using PLiKhost’s internal monitoring systems. Approved credits are non-refundable and will be applied to the next billing cycle.
4. Exclusions
This SLA does not apply to interruptions caused by:
- Scheduled or emergency maintenance
- Customer’s ISP or local connectivity
- Third-party plugin or software failure
- Force majeure (natural disaster, war, etc.)
- Customer’s misconfiguration or misuse
- External cyberattacks beyond PLiKhost’s control
- Excessive usage violating the TOS
- Suspensions for non-payment or TOS violations
- Outages in email, FTP, or third-party DNS
- Any cause beyond PLiKhost’s reasonable control
5. Additional Terms
- Total credit shall not exceed the monthly fee of affected service
- This SLA applies only to paid services (not trial periods)
- Credits under this SLA are the sole remedy for downtime
- This SLA does not waive customer’s payment obligation
6. Monitoring and Validation
- PLiKhost uses internal monitoring tools to measure uptime
- Monitoring data is final and binding
- Customers may request log access when claiming credit
7. SLA Amendments
PLiKhost reserves the right to modify or update this SLA at any time. Any changes will be posted on our official website and will become effective 30 days after publication.
