Service Level Agreement

SLA Credit Chart
Networks' Uptime SLA Credit
99.9% and above 0%
Bellow 99.9% 5%
Bellow 99.5% 10%

Terms and Conditions
  • SerayaHost extends this SLA to its direct clients only. SerayaHost is not liable for downtime caused by a reseller of its services.
  • SerayaHost offers SLA credits for use in future billing cycles only. SLA credits are non-transferrable in any way. SLA credits may not be exchanged for currency of any kind.
  • SLA credit is calculated from the time a ticket is opened regarding the issue to the time the issue is resolved.
  • Any Customer account not in good standing on payments is not eligible for SLA credit.
  • Any Customer account which has had been out of good standing on payments 3 times or more within 12 months prior to the outage is not eligible for SLA credits.
  • Any Customer server disconnected due to violation of the AUP/TOS is not eligible for SLA credit.
  • All SLA claims must be made with the sales department, and will be issued as account credits.
  • Any Customer making false SLA credit claims may be charged a Rp500.000,00 administrative fee per offense.
  • All SLA claims must be made within three (3) days of the network downtime. SLA credits may take up to 15 days to authorize, process, and post to the Customer account.
  • SLA credits may not exceed the full monthly amount of the server they are being applied to.
  • SLA credit claims can only be made by an authorized user on the account. All other unauthorized claims will be denied.
  • SLA credits may not be stacked, i.e. claiming SLA credit on both uplink downtime, as well as power downtime during the same incident.
  • In no way does the SerayaHost SLA include software of any sort. Operating system reloads do not qualify in any way for an SLA credit.
  • Any failure outside of the SerayaHost network itself, including bandwidth carrier outages, are not eligible for SLA credit.
  • Scheduled maintenance of SerayaHost network is not eligible for any form of SLA credit.
  • Acts of God, including weather, natural disaster, or any other disaster outside of the control of SerayaHost are not eligible for SLA credit.
  • The SerayaHost SLA is subject to change or revision without notice.

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