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

1. Introduction
1.1 This Service Level Agreement (SLA) outlines the service uptime guarantees, performance
standards, and support commitments provided by Net Onboard Sdn Bhd for its cloud computing,
managed services, and cybersecurity solutions.
1.2 This SLA applies to all customers with active service agreements and forms part of the Terms
of Service (TOS).

2. Service Availability & Uptime Commitment
2.1 Net Onboard Sdn Bhd guarantees a 99.9% uptime for its core services, measured on a
monthly basis.
2.2 Uptime Calculation Formula:
Uptime % = (Total Minutes – Downtime Minutes) / Total Minutes × 100
2.3 Uptime Guarantee by Service Type:
– Cloud Hosting & Infrastructure: 99.9%
– Managed IT & Cybersecurity: 99.9%
– API & SaaS Solutions: 99.5%
2.4 If uptime falls below 99.9%, customers may be eligible for service credits as outlined in
Section 5.

3. Scheduled Maintenance & Emergency Downtime
3.1 Scheduled Maintenance:
– Maintenance is conducted outside peak hours whenever possible.
– Customers will receive at least 24 hours’ notice before planned maintenance.
3.2 Emergency Maintenance:
– In urgent cases (e.g., security updates or critical failures), maintenance may be performed
immediately without prior notice.
– Affected customers will be notified as soon as possible.

4. Incident Response & Support Commitments
4.1 Severity Levels & Response Times:
– Critical Issues (Complete service outage): Response time 30 minutes, resolution 4 hours.
– High Priority (Major service degradation): Response time 30 minutes, resolution 8 hours.
– Medium Priority (Performance issues, non-urgent incidents): Response time 1 hour, resolution
24 hours.
– Low Priority (General inquiries): Response time 4 hours, resolution Next Business Day.
4.2 Support Availability:
– 24/7 support is available for Critical & High severity issues.
– Business hours support is provided for Medium & Low severity issues.

5. Service Credits for Downtime
5.1 Customers may request service credits if uptime falls below 99.9%:
– 99.0% – 99.89%: 5% of monthly fee
– 98.0% – 98.99%: 10% of monthly fee
– Below 98.0%: 25% of monthly fee
5.2 Service Credit Conditions:
– Credits apply only to affected services and cannot be exchanged for refunds.
– Requests must be made within 7 days of the reported downtime.

6. Exclusions & Limitations
6.1 This SLA does not apply in cases of:
– User misconfiguration or improper use of services.
– DDoS attacks, hacking attempts, or other external cyber threats.
– Network failures outside of Net Onboard’s infrastructure.
– Acts of God, natural disasters, regulatory restrictions, or force majeure events.
– Third-party software or vendor failures affecting service performance.

7. Governing Law & Dispute Resolution
7.1 This SLA is governed by the laws of Malaysia.
7.2 Disputes will first be handled through negotiation and mediation before proceeding to
arbitration or litigation.

8. Amendments & Updates
8.1 Net Onboard Sdn Bhd reserves the right to modify this SLA at any time.
8.2 Customers will be notified of any material changes via email or system notifications.
For SLA-related inquiries, contact [email protected].