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Service Level Agreement (SLA)

Last Updated : Oct 2025

Introduction
This Service Level Agreement ("SLA") outlines the guaranteed levels of service provided by Web Temple ("We," "Us," "Our") to our customers ("You," "Your") for hosting, managed services, and other related offerings. By using our services, you agree to the terms outlined in this SLA.

  1. Scope of the SLA

    1. Covered Services, including but not limited to:

      • Hosting services

      • Managed services

      • Larvee application products

      • Any future services or solutions introduced by Web Temple

    2. Exclusions:

      • Issues caused by factors outside our control, such as:

        • Customer equipment failures

        • Third-party service providers

        • Force majeure events (natural disasters, cyberattacks, etc.)

  2. Service Availability

    1. Uptime Guarantee:

      • We guarantee 99.90% uptime for network infrastructure for hosting services, calculated yearly. This uptime guarantee applies solely to the availability of network infrastructure and does not extend to the availability of specific services, applications, or features provided as part of our offerings.

    2. Downtime Definition:

      • Downtime refers to periods when the service is unavailable due to issues within our control.

    3. Exclusions from Downtime:

      • Scheduled maintenance with prior notice.

      • Emergency maintenance to address security vulnerabilities or critical issues.

  3. Support and Response Times

    1. Support Availability:

      • Support is available during business hours: 9:00 AM – 6:00 PM, Monday to Friday, excluding public holidays in Kuala Lumpur, Malaysia and Singapore.

      • Emergency support for critical issues is available 24/7.

    2. Response Times:

      • Initial response to support tickets will be provided within:

        • 4 hours for critical issues

        • 8 hours for non-critical issues

    3. Resolution Times:

      • We make best efforts to resolve:

        • Critical issues within 8 - 24 hours

        • Non-critical issues within 3 business days

  4. Compensation for Downtime

    1. Eligibility:

      • If we fail to meet the uptime guarantee, you may request service credits.

    2. Service Credits:

      • Service credits are calculated as 3% of the yearly fee for each hour of downtime beyond the guarantee, capped at 20% of the yearly fee. However, the percentage and total compensation are at our sole discretion and will depend on the nature and impact of the downtime event.

    3. Claim Process:

      • Submit claims within 7 days of the downtime event to Get in Touch Form.

      • Include details of the incident, including dates and times.

  5. Scheduled Maintenance

    1. Advance Notice:

      • We will notify customers at least 7 days in advance of scheduled maintenance. For urgent or critical maintenance, we will provide a 24-hour notice where feasible.

    2. Duration:

      • Maintenance windows will be kept as short as possible to minimize disruption.

  6. Customer Responsibilities

    1. Accurate Information:

      • Ensure all contact and account information is up-to-date.

    2. Authorized Access:

      • Grant authorized access to systems or accounts necessary for issue resolution.

    3. Preventive Measures:

      • Implement appropriate security measures for customer-managed devices and data.

  7. Amendments

    1. Policy Updates:

      • We may update this SLA at our sole discretion. Customers are advised to review this SLA on our website periodically to stay informed of any changes.

      • While not obligated, we may provide notifications of significant updates as a gesture of goodwill.

Contact Us
For questions or concerns about this SLA, contact us at:

Acknowledgment
By using our services, you acknowledge that you have read, understood, and agree to this Service Cancellation and Termination Policy.