1.2 Service Level Agreement (SLA)

1.2 Service Level Agreement (SLA)
- Uptime & Performance Commitments

Effective Date: January 1, 2025
Last Updated: January 1, 2025

1. Introduction
1.1 This Service Level Agreement (“SLA”) outlines the service availability commitments, performance standards, and support response objectives provided by Net Onboard Sdn Bhd (“Net Onboard”) for services delivered on Net Onboard–owned cloud infrastructure.
1.2 This SLA applies to customers with active service agreements and forms part of Net Onboard’s Terms of Service (“TOS”).
This SLA applies only to services hosted on Net Onboard–owned infrastructure and does not apply to public hyperscaler services or third-party platforms.

2. Service Availability & Uptime Commitment
2.1 Net Onboard provides a 99.9% monthly uptime commitment for its core cloud infrastructure services, measured on a per-calendar-month basis.
2.2 Uptime Calculation Formula:

Uptime % = (Total Minutes – Downtime Minutes) ÷ Total Minutes × 100

2.3 Uptime Commitments by Service Type:
• Cloud Hosting & Infrastructure (Net Onboard–owned): 99.9%
• Managed Cloud Compute & Storage: 99.9%
• Network Infrastructure (Internal): 99.9%
– Services delivered on public hyperscalers (e.g. AWS, Azure, GCP) are governed by the respective provider’s SLA.

2.4 If uptime falls below the stated commitment, customers may be eligible for service expiry extensions, subject to the conditions outlined in Section 5.

3. Scheduled Maintenance & Emergency Downtime
3.1 Scheduled Maintenance
– Planned maintenance is performed outside peak hours whenever reasonably possible.
– Customers will receive at least 24 hours’ advance notice for scheduled maintenance activities.
3.2 Emergency Maintenance
– Emergency maintenance may be performed without prior notice where required for:
• Security vulnerabilities
• Critical system stability issues
• Data integrity protection
– Affected customers will be notified as soon as practicable.
– Scheduled and emergency maintenance periods are excluded from SLA uptime calculations.

4. Incident Response & Support Commitments
4.1 Incident Severity & Response Targets

Severity Level	Description	Response Time	Target Resolution
Critical	Complete service outage	≤ 30 minutes	≤ 4 hours
High	Major service degradation	≤ 30 minutes	≤ 8 hours
Medium	Performance or partial issues	≤ 1 hour	≤ 24 hours
Low	General enquiries	≤ 4 hours	Next business day

Resolution targets are best-effort objectives and do not constitute guaranteed restoration times.

4.2 Support Availability
– 24×7 support for Critical and High severity incidents
– Business hours support for Medium and Low severity issues

5. Service Credits (Service Expiry Extensions)
5.1 If monthly uptime for a service component falls below 99.9%, customers may request a service expiry extension, calculated based on the affected component only.
5.2 Service Credit Structure (Maximum Industry Standard)
– Network Services
• 99.0% – 99.9%: 5% service extension
• 95.0% – 99.0%: 10% service extension
• Below 95.0%: 15% service extension (maximum)
– Compute Services
• 99.0% – 99.9%: 10% service extension
• 95.0% – 99.0%: 20% service extension
• Below 95.0%: 30% service extension (maximum)
– Storage Services
• 99.0% – 99.9%: 10% service extension
• 95.0% – 99.0%: 20% service extension
• Below 95.0%: 30% service extension (maximum)

5.3 Important Conditions
– Service credits are applied only to the affected service component
– Credits are fulfilled exclusively as service expiry extensions
– Credits have no cash value, are non-refundable, and non-transferable
– Only one service component is eligible per incident, based on root cause

5.4 Request Timeline
– Requests must be submitted within 14 calendar days after the end of the affected billing month.
– Credits are not applied automatically.

6. Exclusions & Limitations
6.1 This SLA does not apply to downtime caused by:
– Customer misconfiguration or misuse
– Application-level or guest operating system issues
– DDoS attacks or external cyber threats beyond Net Onboard’s control
– Internet service provider or upstream network failures
– Force majeure events (natural disasters, power grid failures, regulatory actions)
– Third-party software, platforms, or hyperscaler services

6.2 Partial service degradation, latency, or performance slowdown that does not result in full service unavailability does not constitute SLA downtime.

7. Governing Law & Dispute Resolution
7.1 This SLA shall be governed by and construed in accordance with the laws of Malaysia.
7.2 Any disputes arising under this SLA shall first be resolved through good-faith negotiation. If unresolved, disputes may proceed to mediation, arbitration, or litigation in accordance with applicable law.

8. Amendments & Updates
8.1 Net Onboard reserves the right to amend this SLA from time to time.
8.2 Material changes will be communicated via email, customer portal notifications, or website updates.

Continued use of the services constitutes acceptance of the updated SLA.

Contact
For SLA-related enquiries, please contact:
[email protected]

1.2 Service Level Agreement (SLA) - Uptime & Performance Commitments

1.2 Service Level Agreement (SLA)
- Uptime & Performance Commitments