Service Level Agreement

Products and Services

For the purpose of the validity and clarity of this agreement, the services provided by the Provider ("Services") refer to all products purchased and used by the Customer on the website cybernet.co.id ("Provider") with proof of purchase click.

Internet & Server Connectivity Uptime

The Provider is committed to delivering the best hosting service to all customers. To this end, the Provider offers the following service infrastructure:

• Internet Uptime
  

  The Provider guarantees connectivity for cloud hosting servers at 99.9% and non-cloud hosting at 99% uptime per month. However, this guarantee excludes downtime caused by maintenance.

  Customers will receive maintenance notifications or announcements via registered email and/or through media provided by the Provider.

  Failures in providing internet connectivity for hosting servers by the Provider caused by network disruptions can be claimed, provided they exceed 0.1% for cloud and 1% for non-cloud over one month (not cumulative).

• Server Uptime
  

  The Provider guarantees server uptime for cloud up to 99.9% and non-cloud 99% per month, excluding downtime caused by maintenance. Customers will receive notifications or announcements via registered email or other media provided by the Provider when maintenance is scheduled.

  However, for the sake of server performance quality, the Provider will routinely perform maintenance on weekends, including server reboots without prior notice.

  Failures in providing hosting server uptime by the Provider caused by network disruptions can be claimed, provided they exceed 0.1% for cloud and 1% for non-cloud over one month (not cumulative).

Connectivity & Maintenance Guarantee

The Provider guarantees the connectivity of the services used by the Customer. However, should an error or mistake occur requiring further maintenance, the Provider warrants that server connectivity will be restored within a maximum timeframe of 72 hours from the occurrence of the disruption.

Technical Support

The Provider offers technical support to customers regarding account setup, access, and other server-related issues at no cost.

The Provider does not provide technical support for third-party software, scripts, components, and website applications, including plugins or add-ons developed by users and/or third parties.

Customers will also receive other technical assistance as follows:

• Data Backup
  

  The Provider offers security services in the form of data and information backup for customers a maximum of once per week (subject to request).

  The backup process performed will overwrite and delete previously backed-up data, with a maximum data size of 10 Gigabytes or 250,000 inodes.

  The Provider is not responsible for data damage or loss during the backup process, including in the event of malfunctions or interruptions that result in damage to customer content and data.

• Data Restore
  

  The Provider can provide technical assistance in the form of data recovery or restoration from backups once per month. You can also perform restores beyond the available quota at a cost of Rp 100,000 per gigabyte.

The Provider does provide technical assistance for data backup and restore. However, the Provider cannot guarantee against data damage or loss.

Any form of data loss or damage caused by the customer or server failure is not the responsibility of the Provider. Therefore, the customer cannot request a refund or compensation for payments previously made.

Usage Capacity

The Provider provides storage capacity limits on the server ("hosting") according to the package option selected by the Customer.

The server may stop receiving, processing, and sending data when the Customer's usage reaches the limit (quota) of the purchased package.

Under these conditions, the Customer may lose data, files, and/or website content.

However, the Provider is not responsible for any loss or damage caused by reaching the hosting package usage limit.

Data Ownership

All data, files, and/or content created by the Customer or stored on the Provider's server are the property of the Customer and are exclusively controlled by the Customer, unless access to such data is permitted by the Customer.

The Customer permits and grants access rights to data, files, and/or content to authorized "personnel" from the Provider, subject to the privacy policy.

The Provider cannot claim ownership of data, files, and/or content in the Customer's server space and on the Provider's server equipment.

Data Security

The Provider will not store data, files, and/or content from accounts belonging to Customers who unsubscribe from the service.

All data related to the Customer's website will be deleted from the server, including backup data that has been requested.

The Provider will not return or recover customer data to other media, nor send any data or information to accounts that have been unsubscribed.

Billing & Payment

All inquiries regarding payment and billing of Provider service fees must be sent to the address specified on the customer (member) page on the Provider's website. This includes purchases of new accounts, resellers, discounts, and promotions.

• Payment
  

  The Customer is required to complete the service package purchase process on the Provider's client page. Customers can also choose payment methods via bank, ATM, or digital transaction platforms provided by the Provider.

  All purchases must be paid in advance for the activation of service packages from the Provider. If the Customer does not confirm payment within 2 days after ordering, the Provider will cancel the order and remove it from the system.

  Cancellation of previously subscribed accounts can only be done with confirmation from the Customer to the Provider. Invoices for renewal will be sent one month in advance, except for monthly invoices which will be sent 14 days prior.

  All payment processes must be confirmed by the system. Failure of service activation due to unconfirmed payment is not the responsibility of the Provider.

• Delay
  

  The Provider grants a suspension period of 2 (two) days for accounts that have entered the payment due date (renewal) and 7 (seven) days before the account is permanently deleted (terminated) from the system.

  Backup and restore services cannot be performed while a Customer's account is suspended due to late payment. The Customer must reactivate the account before submitting such requests.

• Deletion
  

  Customer accounts with unconfirmed payments will not be activated and will be automatically deleted by the system within the specified timeframe.

  Any payments made for terminated or permanently deleted accounts cannot be claimed for a refund.

  The Customer must purchase a service package and installation to reactivate a terminated (deleted) account.

• Downgrade
  

  Customers may request a downgrade or reduction in package capacity and services from the Provider.

  The Provider cannot refund the excess cost of a purchased package that has been downgraded.

  The downgrade facility and changing to a lower payment duration cannot be used if the Customer's account is suspended due to reaching its payment due date (service renewal).

The Provider reserves the right to change service capacity and fees at any time with or without prior notice.

All errors in purchasing service packages and domain naming are entirely the responsibility of the Customer.

Warranty Claim Limitations

In the event of a widespread disruption, the Provider will provide compensation to affected customers, a maximum of 3 days after the disruption occurs.

Claims for server uptime and network uptime failure must be accompanied by evidence of traceroute results towards the customer's domain during the time of the disruption and will be cross-checked with the Provider's data.

The Provider's server network cannot be monitored through third-party service platforms such as www.host-tracker.com, etc. Therefore, evidence from such monitoring will not be accepted.

Claims are rejected if the failure of the Internet Connectivity Uptime Guarantee is caused by other parties outside the Provider's responsibility, including but not limited to:

• Internet connectivity disruptions on the Customer's ISP
• Internet connectivity disruptions occurring on one of the routes that serve as the connectivity path from the Customer to the Provider's server
• Disruptions caused by force majeure
• Disruptions caused by disturbances originating from other parties

Warranty failure claims will automatically be void if:

• The customer's hosting account is found to violate the terms of service
• The customer's hosting account has been suspended or deleted

Service failure claims only apply to all services except those related to third parties, such as domain name registration services, G-suite, managed DNS services, and free domain forwarding services, which cannot be claimed in the event of service failure.

Compensation Policy

The Provider guarantees compensation if a service failure occurs due to the Provider's error and not for other excluded reasons.

The Customer will receive a full one-month hosting fee refund facility in the form of an extension of the service period or a one-month payment credit, in accordance with the fees already paid by the Customer.

Customer Responsibilities

To be able to access the services and packages provided by the Provider, the Customer is obliged to provide devices with the following specifications:

• Internet with sufficient bandwidth for browsing, uploading, and downloading freely without interruption.
• A compatible and fully functional browser application.
• POP/SMTP email client program.
• Tools and plugins required by the Customer to develop any necessary content.
• Device to access the service database.

If disruptions, errors, or mistakes occur due to the Customer's responsibility, the Provider cannot be held liable for any reason.

Disclaimer

The Provider does not guarantee and is not responsible for disruptions and service failures caused by force majeure.

• Natural disasters (floods, volcanic eruptions, storms, tsunamis, etc.)
• Conflicts, war, state of emergency, or matters caused by third parties that result in service disruptions.
• Any hacking, cracking attempts, or DDoS attacks from other parties.
• Negligence and mistakes made by the Customer.