📊 Service Level Agreement (SLA) – CloudHostID
Effective Date: April 20
This Service Level Agreement outlines the performance standards and support commitments CloudHostID provides to its clients. It applies to all hosting, domain, and system services unless otherwise specified in a custom contract.
1. 🕒 Uptime Guarantee
We guarantee 99.9% uptime for all shared, VPS, and dedicated hosting services, excluding scheduled maintenance and force majeure events.
- Monitored 24/7 by our technical team
- Downtime credits available upon request if uptime falls below SLA threshold
2. 🛠️ Support Response Time
We commit to the following support response times:
| Support Type | Initial Response Time |
|---|---|
| General Inquiries | Within 12 hours |
| Technical Issues | Within 4 hours |
| Critical Outages | Within 1 hour (24/7) |
Support is available via ticket, email, and WhatsApp during business hours, with emergency coverage for hosting-related outages.
3. 📦 Service Delivery
- Domain registration: Instant upon payment and verification
- SSL issuance: Within minutes for DV certificates
- Hosting setup: Within 1–2 hours after payment confirmation
- Custom systems: Delivery timelines based on project scope
4. 🔐 Data Protection & Backups
- Daily backups for shared hosting (retained for 7 days)
- VPS and dedicated clients may configure custom backup schedules
- Backup restoration available upon request (may incur a fee if outside package)
5. 💳 Compensation & Credits
If CloudHostID fails to meet the uptime or support SLA, clients may request service credits. Claims must be submitted within 7 days of the incident and include relevant logs or ticket references.
6. 📌 Exclusions
This SLA does not apply to:
- Client-side errors or misconfigurations
- Third-party software or scripts
- Scheduled maintenance (with prior notice)
- Force majeure events (e.g., natural disasters, global outages)
7. 📬 Contact & Escalation
For SLA-related concerns, contact:
📧 support@cloudhostingid.com
📞 +62.822-2688-8039
Escalations are handled by our senior technical team and reviewed within 24 hours.
