Service Level Agreement (SLA)
1. Purpose
This SLA describes our commitments to service availability and response speed, as well as the compensation (service credits) provided if these commitments are not met. This SLA supplements the Terms & Conditions.
2. Availability Commitment
| Component | Target | Period |
|---|---|---|
| Availability of published pages (publicly accessible) | ≥ 99.9% | Per calendar month |
| Availability of the page creation process (extraction → generation) | ≥ 99% | Per calendar month |
Availability is calculated from the total minutes in a calendar month minus the minutes of downtime covered by the Exclusions.
3. Support Response Times
| Channel | First Response Time | Working Hours |
|---|---|---|
| Contact form on the website | ≤ 1 working day | Mon–Sat, 09:00–18:00 WIB |
Messages received outside working hours are counted from the start of the next working day. Severity levels are reported as follows:
- Urgent — page completely inaccessible: handled with top priority.
- Normal — non-critical issues, change requests, or general questions.
4. Service Credits
If monthly availability falls below the target in section 2, you are entitled to a service credit of:
| Actual availability | Service credit |
|---|---|
| < 99.9% – 99.5% | 10% of that month's payment |
| < 99.5% – 99.0% | 25% of that month's payment |
| < 99.0% | 50% of that month's payment |
- Credits are granted as a discount on future service fees, not cash, unless stated otherwise.
- Credit claims must be submitted no later than 14 calendar days after the end of the outage month, including incident details.
- The maximum credit for one month does not exceed 50% of that month's total payment.
5. Exclusions
Availability and service credits do not apply to outages caused by:
- Scheduled maintenance announced at least 48 hours in advance.
- Force majeure, including natural disasters, global internet disruptions, or policies of third-party infrastructure providers.
- User actions or omissions, including domain configuration errors on the user's side.
- Security attacks beyond our reasonable control (e.g., large-scale DDoS).
- Content or usage that violates the Terms & Conditions.
6. Reporting Outages
Outages can be reported through the contact form on the website, including: the URL of the affected page, time of the incident, screenshots (if any), and a short description. We will record the report as the basis for availability calculations.
7. Contact
Contact form: adsmedia.site/#amContact