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 server 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 server products which includes Dedicated Server, Cloud VPS, & Cloud 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 and assist 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 server products which includes Dedicated Server, Cloud VPS, & Cloud Server. Please note refund is in a form of subscription extension only.
Money Back Guarantee Policy
Rocksoft do not practice money back guarantee for our server products and it is important for you to understand that this policy does not apply to our dedicated server, cloud vps, and cloud server product since these products fall under no cancellation policy where upon purchase and renewal, 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 unused subscription period for example annual payment customer seeking early cancellation and refund for unused period of the services. Any problem or dissatisfaction arises during the subscription period of no 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 in term of extension of subscription of your server products within 72 hours of the approval. Rocksoft however hold responsibilty to deliver product’s ordered by customer within the agreed specifications and timeline which otherwise may lead to monetary refund if we failed to do so.
Data Backup Guarantee
Rocksoft guarantee to always provide redundancy to all of our server products infrastructure and at the same time perform free weekly backup of the data for our server products except for Dedicated Server. User whom intended to retrieve old version of their data must make request for data restoration via our support channel. 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 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.
Server Product Replacement
Rocksoft guarantee that in a situation where a server product’s unable to be brought back online after a downtime, we will replace our client’s with new unit of server of the same or similar specifications within 12 hours. If backup policy applies to the affected product, recent backup data will be restored tot he server within 24 hours.
Third Party Partnership
Rocksoft occasionally joined unique partnership with certain client’s or 3rd party company in providing server solution at large scale or for project’s with private and goverment sectors. This program usually result in customized packages, pricing, and other custom arrangement. However it is important for our customers to understand that we are never directly involved with the 3rd party company nor involved in their project objectives. Our scope of partnership is always remained in delivering server solution and support assistant as per requested, such as installation of software and modules in the server product’s. Therefore we hold no responsbility other than delivering our server products at agreed specifications and timeline.
