Service Level Agreement
Limitations
The Service Level Agreement (SLA) applies to customers who use services from Connectindo related to the various products included within it. As used herein, the calculation of service availability is based on the percentage calculated by the number of days in a month and 24 hours in a day.
Achievement Goals
Connectindo aims to achieve 99.9% service availability for all customers. In line with our goal, we will provide discounts based on the percentage of service availability we deliver.
Service Availability | Presentase Potongan |
< 99.9% | 1% |
< 90% | 5% |
< 80% | 10% |
< 70% | 20% |
< 60% | 50% |
< 50% | 100% |
Exclusions
Customers cannot claim any failure of service availability caused by:
- Circumstances beyond the control of Connectindo including actions taken by the government, war, sabotage, armed conflict, embargo, fire, flood, strikes, or other labor disturbances, disruptions or delays in transportation, unavailability or disruptions or delays in telecommunications, third-party software disruptions (e-commerce software, payment gateways, chat, statistics software) or inability to obtain necessary materials, power, or equipment required for the provision of this SLA.
- Failure to access the Connectindo network caused by the ISP used by the client unless such failure is caused by Connectindo.
- Scheduled maintenance, emergency maintenance, and equipment upgrades.
- DNS issues beyond the control of Connectindo.
- Issues related to customer access to FTP, POP, IMAP, or SMTP.
- Errors in SLA reporting as a result of inaccuracies or errors in Connectindo’s measurement system.
- Actions or negligence of the customer or parties authorized by the customer, including script or code modifications (e.g., CGI, Perl, HTML, ASP, etc.), any negligence or willful misconduct, or the use of services that violate Connectindo’s terms and conditions.
- Email or webmail delivery and transmission.
- DNS (Domain Name Server) propagation.
- Internet disconnection anywhere preventing access to our services. Connectindo is not responsible for browser or DNS caching that can cause website access issues. Connectindo will only guarantee issues within Connectindo’s control, such as the link to the internet, routers, and servers.
Credit Requests and Credit Payment Procedures
To obtain a credit, customers must submit a request via email to billing@connectindo.com. Any SLA-related request must include detailed information and issues experienced, and the submission will be processed within 10 business days after the request is sent. If the credit request is accepted by Connectindo, the credit will be stored in the customer’s deposit account to be used for billing payment for the following month.