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Service Level Agreement

Kindly review our general SLA for our services.

End-user Support
Rocksoft agree to support all customers and end-user customers through the facilities provided on our website (live chat, and ticketing system). We also provide phone support as per below hotline operating time. Our guaranteed service-level first response to support inquiries is 45 minutes with 85% of issues resolved within two hours. Critical issues are normally being solved by our team between 15 minutes to 4 hours timeframe. Normal and Non-Urgent priority ticket will be solved between 2 to 24 hours period. Should we fail to meet these guidelines, Rocksoft will refund the customer with pro-rated amount of subscription extension for the duration of subscription with a condition that the late of response from our team has actually lengthen the website, email, or database downtime that affect customer’s operation.

Support Operating Time
Rocksoft agrees to support all customers via following medium and time frame:

Ticketing System: 24x7x365 (via clientarea support menu)

Live Chat: Monday to Sunday from 8AM-12 Midnight (via our website)

WhatsApp: Monday to Sunday from 8AM-12 Midnight (+6017 477 2874)

Phone Call: Monday to Friday from 9AM-6PM, excluding public holidays. (+6016 299 1613)


99.95% Server Uptime Guarantee
Rocksoft guarantee 99.95% server uptime for all of our products. Should we fail to deliver this for any given calendar month, your account will be refunded a pro-rated amount of subscription extension for the duration of excessive downtime. This policy applies to all products which includes shared, reseller, & email plans, all cloud based products, and also to our non-cloud solution or dedicated server. Please note refund is in a form of subscription extension only. We are not responsible for any application errors inside client’s hosting and server environment, and if it has caused any downtime to customer’s operation above policy will not be applied. However we will do our best to advise clients on method they may used in solving their application errors.

99.95% Network Uptime Guarantee
Rocksoft guarantee 99.95% network uptime on all of our datacentres involving all products that we sell. Should we fail to deliver this for any given calendar month, your account will be refunded a pro-rated amount of subscription extension for the duration of excessive downtime. This policy applies to all products which includes shared, reseller, & email plans, all cloud based products, and also to our non-cloud solution of dedicated server and co-location service. Please note refund is in a form of subscription extension only.

Money Back Guarantee
Rocksoft guarantee 30 days money back period to all shared hosting, reseller hosting, and email hosting products. You may request refund within this period with reasonable excuse, where we will investigate the validity of your excuse before approving the refund. Rejection will apply to non-valid excuses or if the account has been abused for the use of spamming, etc. This policy does not apply to domain name, dedicated server, co-location, and cloud vps/server product since these products fall under no cancellation policy where the cancellation request is not possible after being purchased and it is considered that client’s agree to continue using the service until the end of their product billing cycle. There is also non-refundable policy for 3rd party SaaS software such as G-Suite and SSL Certifcates as these products involve 3rd party suppliers. Please note above cancellation policy is only applies to new order, as we are unable to refund a renewal payment of all type of products. We are also unable to refund any unused subscription period. Any problem or dissatisfaction arises during the subscription period of short notice cancellation products, it will still be covered by policies of 99.95% Server Uptime Guarantee, and 99.95% Network Uptime Guarantee where clients may request for pro-rated refund in term of subscription period extension. Please note for all approved refund cases, payment will be refunded using same method of your initial payment, or in term of credits in your account with us which may be utilize for any next purchase.

Data Backup Guarantee
Rocksoft guarantee to always replicate user data in real-time to secondary storage for redundancy purpose (shared hosting, reseller hosting, email hosting, & all cloud products) and at the same time perform free daily, weekly, and monthly backup of the data for all of above services. User whom intended to retrieve old version of their data must make request for data retrieval dated less than one month from the time of request by choosing to have backup of daily, weekly, or monthly being restored to their account. Rocksoft also guarantee that all data are being copied on scheduled snapshots basis to another secret remote location as a counter measure to unexpected total loss disaster events if ever occurred. Please note that for Cloud VPS and Cloud Server product, only weekly backup is provided for free in this policy while client may subscribe to Daily, Monthly, and Yearly backup if require. Please keep in mind that this policy also does not apply to dedicated server and co-location service as for these products, client’s will need to subscribe to our optional secondary disk managed backup, or remote managed backup solution in order for them to be covered under this policy which otherwise clients will hold own responsibility in maintaining their own data backup procedure.