Service Level Agreement
Reliable Hosting, Measured Clearly
This Agreement defines the support scope, availability commitments, monitoring method, service-credit process and customer responsibilities for VPS Malaysia hosting services.
99.9% availability monitor
HTTP ยท 5 min
SMTP / POP
Escalation
Agreement
What this SLA covers
The Service Level Agreement is a contract between the customer using VPS Malaysia services and VPS Malaysia. It applies to services requested by the customer and paid for through the service options selected on the website.
Customers must read, agree with and accept the Agreement. VPS Malaysia may amend the Agreement by posting a revised version on its website.
Support Scope
What support includes
Support focuses on account setup, access and server-related issues, while customer software remains outside the support scope.
| Area | Commitment |
|---|---|
| Included support | Account setup, access and server-related issues for the primary technical contact. |
| Excluded support | Web applications, third-party software, scripts, third-party components and customer-developed components. |
| Monitoring | Servers are monitored 24 hours per day, 7 days per week, 365 days per year. |
| Ticket routing | Support issues must be sent to the correct support channel with a full problem description and account username. |
| Duplicate tickets | Customers should not send multiple messages for the same issue. |
Account Operations
Billing, escalation and tools
Operational requests should use the correct ticket path so support, billing and escalation teams receive the right context.
Billing inquiries
Billing questions must be sent through the ticket section or specified billing channel.
Sales and discounts
Reselling inquiries, new account purchases and available discounts should be sent to the specified ticket channel.
Billing disputes
Billing disputes must be received within 30 days from the credit-card charge date or invoice date, or the charges are deemed accepted.
Escalation
If a support issue cannot be resolved under the Agreement, contact the Hosting Product Manager through the ticket section.
Escalation response
The Hosting Product Manager will review, investigate and respond within one business day, though resolution is not guaranteed within that day.
Online tools and control panels
- Customers receive online tools for account and server management tasks.
- Documentation and help are available through the support section of the website.
- Technical support can help customers learn how to use the tools.
- Support personnel are not expected to perform tasks that customers can complete through the provided tools.
Availability
How uptime is measured
VPS Malaysia monitors servers as a whole, not individual websites or mailboxes.
| Service | Measurement |
|---|---|
| Application web server | 99.9% monthly average scheduled availability. Availability means the ability to retrieve HTTP headers from the hosting server. |
| Web monitoring | HTTP service is checked every 5 minutes with a 30-second threshold. Failed service may trigger automatic reboot and Support Center escalation. |
| Mail server | 99.9% monthly average scheduled availability. Availability means the ability to send SMTP and retrieve POP3 email through the mail server. |
| Mail monitoring | SMTP and POP services are checked every 5 minutes with a 30-second threshold. Consecutive failures are escalated. |
| Downtime recording | When two or more consecutive tests fail, downtime is counted between the first and last failed tests. Downtime under 5 minutes is not recorded. |
| Network availability | Network availability means the Company's network can pass incoming and outgoing TCP/IP traffic. |
Credits
Application server credit schedule
When confirmed monthly server availability falls below the guaranteed level, credits follow this schedule.
| Monthly uptime | Credit |
|---|---|
| 99.0% - 99.5% | 1 day of monthly fee credited |
| 98.0% - 98.9% | 2 days of monthly fee credited |
| 97.0% - 97.9% | 3 days of monthly fee credited |
| 96.0% - 96.9% | 4 days of monthly fee credited |
| 95.0% - 95.9% | 5 days of monthly fee credited |
| 94.0% - 94.9% | 6 days of monthly fee credited |
| 93.0% - 93.9% | 7 days of monthly fee credited |
| 92.0% - 92.9% | 8 days of monthly fee credited |
| 91.0% - 91.9% | 9 days of monthly fee credited |
| 90.0% - 90.9% | 10 days of monthly fee credited |
| 89.9% or below | 15 days of monthly fee credited |
Fault Management
Response priorities
Only authorised customer contacts can submit trouble reports or enquiries to the Support Team.
Connectivity issues with strong business impact.
Average response under 1 hour during support hours. Notifications every 30 minutes and management escalation every hour.Issues needing quick handling while service is still working.
Average response within 4 hours during support hours.General maintenance or other normal-business-hours requests.
Average response within 24 hours during support hours.Data
Storage, ownership and retention
Customer data remains customer property, but backup and restoration responsibilities are limited by the Agreement.
| Topic | Rule |
|---|---|
| Storage capacity | Each account receives the storage selected in its plan. If the purchased limit is reached, servers may stop accepting, processing or delivering data, causing unavailability or data loss. |
| Data ownership | Customer-created data and customer-stored data remain the customer's property and exclusive use unless access is permitted by the customer. |
| Data integrity | Data is written to two disks simultaneously to help prevent loss from hardware failure. Routine backups are for emergency recovery only. |
| Restoration | VPS Malaysia does not restore data on customer request and raw web server log files are not included in backups. |
| Customer backup | Customers should maintain local or independent backups of uploaded and stored data. |
| Data retention | After account termination, customer data is deleted from servers and later from backups during scheduled backup rotation. Terminated-account data is not restored, burned to CD or sent out. |
Customer Side
Minimum requirements
- An Internet connection with enough bandwidth and quality for browsing, uploading and downloading.
- A fully functional Internet browser.
- A fully functional POP/SMTP email client.
- Tools needed to develop and publish customer content.
- Tools needed to access database servers when database services are purchased.
Hardware
Replacement target
VPS Malaysia targets hardware replacement within 4 hours from the reported time. Efforts will be made to diagnose and operationalise the system within 24 hours. Collocated equipment is not guaranteed and collocated customers may be charged for hardware replacement services.
Network SLA
Exclusions and compensation
Some incidents are outside normal SLA credit eligibility because they are scheduled, customer-side or outside provider control.
cPanel issues
Automatic cPanel or WHM updates may rarely cause malfunction. VPS Malaysia will try to resolve cPanel-related issues but cannot promise a timeframe.
Malicious attacks
Denial-of-service or disabling attacks by third parties are outside guaranteed resolution timing.
Software maintenance
Managed-server software updates may involve downtime; no exact duration is guaranteed in all cases.
Hardware maintenance
Dedicated server hardware maintenance or replacement downtime is handled under the hardware replacement SLA and is not counted toward network SLA.
Scheduled network maintenance
Planned network maintenance is announced where possible and SLA credits are not available for scheduled maintenance periods.
External network issues
Backbone issues, customer network portions, denial-of-service attacks and similar events outside VPS Malaysia control are excluded from uptime calculations.
| Compensation item | Rule |
|---|---|
| VPS, web hosting and email hosting | Public network availability commitment is 99.9%. If verified availability is below commitment, a service credit may be issued for one time of downtime beyond the guaranteed period. |
| Dedicated and colocation server | Public network availability commitment is 99%. If verified availability is below commitment, a service credit may be issued for one time of downtime beyond the guaranteed period. |
| Calendar-year condition | Service credit compensation is valid only when the whole calendar year of the service contract is completed. |
| Claim window | Claims must be submitted within 15 business days from the end of the contract date. |
| Decision basis | VPS Malaysia decides claims based on calculations agreed in the SLA Agreement. |
| Liability limit | VPS Malaysia accepts no responsibility for data loss or business damage except as limited by the Agreement; customer-equipment liability is limited to current equipment value where applicable. |
Need SLA Help?
Open the right support conversation
For support, billing disputes, escalation or SLA-credit questions, contact VPS Malaysia with account details and event timing.