Service Reliability

Service Level Agreement

Our commitment to providing you with reliable, highly-available, and high-performance services.

Effective Date: January 1, 2026

1. Uptime Guarantee

We guarantee a 99.9% network and service uptime for all of our cloud services, including Object Storage, Managed Databases, and API Hub endpoints. Uptime is measured over a monthly billing cycle. Planned maintenance periods, which will be announced at least 48 hours in advance, are not counted as downtime.

2. Performance & Latency

We strive to provide low-latency and high-throughput connections for all hosted services. Our infrastructure is deployed in premium data centers in Indonesia, Singapore, and global regions.

API Responses: Minimum target of <100ms response time for edge endpoints.
Database Queries: Highly optimized queries utilizing high-speed SSD NVMe drives.
Bandwidth: Unmetered 1Gbps shared connections on all premium plans.

3. Response Times for Support

Our technical support team is available to assist you with any service disruptions or questions. Response times vary based on the severity of the issue and your subscription tier.

Critical Issues (Service Outage): Response within 1 hour, 24/7.
High Priority (Degraded Performance): Response within 4 hours.
General Inquiries: Response within 24 hours during business days.

4. SLA Credits

In the rare event that we fail to meet our 99.9% uptime guarantee, you are eligible for service credits applied to your next billing cycle.

99.0% - 99.89% Uptime: 10% Service Credit
95.0% - 98.99% Uptime: 25% Service Credit
Less than 95.0% Uptime: 50% Service Credit

To claim a credit, you must contact our support team within 15 days of the outage event.