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服务级别协议

NEWPAGES NETWORK SDN BHD
  • NEWPAGES's Service Level Agreement sets out the performance you can expect from us. To the maximum extent applicable under Malaysia's law and without affecting your rights as a Consumer, this SLA is your sole and exclusive remedy for downtime, or any network, software, hardware or Equipment failure.
  • SCOPE OF SLA
    SERVER UPTIME 99.5%
    NETWORK UPTIME 99.5%
    NEWPAGES CMS 99.5%
    * Yearly basis
  • For each 0.1% Uptime lost below the guaranteed number, the customer will be compensated with 20X amount of total downtime in renewal credit.
  • Example:

    Total Downtime Yearly Subscription Renewal Credit
    600 min RM2300/year
    (≈ RM0.00437/min)
    (2300/365/24/60)*600*20
    =RM52.51

  • The following events do not count towards our calculation of uptime:
    • Scheduled maintenance.
    • Emergency maintenance, hardware, and software failure remedied under 2 hours.
    • Interruption with any add-on service that relies on the 3rd party provider included but not limited to Facebook, Whatsapp, Waze, Google, Cloudflare, Payment Gateway Services.
    • Downtime caused by DNS propagation.
    • Distributed denial of service (DDOS) attacks, hacker attacks, and other similar events.
    • Downtime caused by you, your own configuration.
    • Downtime caused by your violation of these TOS or any other policy announced on our website.
    • Force majeure or any event beyond our control.
    • Email or webmail delivery and transmission.
    • Legal Actions - In the case that legal action is taken against a customer of NEWPAGES and NEWPAGES is required to act in accordance with the order, NEWPAGES shall not be responsible for any SLA compensation/damage.
    • Outages elsewhere on the Internet that hinder access to your account/website. NEWPAGES is not responsible for browser or DNS caching that may make your site appear inaccessible when others can still access it.
  • Our calculation of network availability is based on our internal records. We will not accept third-party reports as evidence that you are entitled to compensation under this SLA.

    Incident Reporting, Measurement, and Closure:

    • The downtime will be measured by NEWPAGES, starting from when the Customer reports an Incident and ending when NEWPAGES closes the Incident.
    • Incident Opening: The Customer must report all Incidents to the NEWPAGES Support (support@newpages.com.my), where a support ticket with a reference number or identifier will be registered and opened. NEWPAGES will advise such information to the Customer.
    • Incident Closure: NEWPAGES will inform the Customer when it believes the Incident is cleared.

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