Service Level Agreement (SLA)


End-user Support
RockSoft Server Consultancy agrees to support all customers and end-user customers through the facilities provided on our website (helpdesk, live chat, and ticketing system). Our guaranteed service-level response to helpdesk inquiries is 45 minutes with 85% of issues resolved within two hours. Critical issues are normally being solved by our team less than 15 minutes. Should we fail to meet these guidelines, RockSoft Server Consultancy 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.

 

Support Operating Time
RockSoft Server Consultancy agrees to support all customers via following medium and time frame:

Ticketing System: 24x7x365 (Multiple staffs standy around the clock to solve support tickets)

Live Chat: Monday to Friday from 9AM-11PM, excluding public holidays.

Phone Call: Monday to Friday from 9AM-11PM, excluding public holidays.

 

99.9% Server Uptime Guarantee
RockSoft Server Consultancy guarantee 99.9% 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 of dedicated server.

99.9% Network Uptime Guarantee
RockSoft Server Consultancy guarantee 99.9% 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.

30 Days Money Back Guarantee
RockSoft Server Consultancy 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 short notice cancellation policy where the cancellation request must be made within 4 days from the date of purchase or else it is considered that client's agree to continue using the service until the end of their product billing cycle. Any problem or unsatisfaction arises during the subscription period of short notice cancellation products will still be covered by policies of 99.9% Server Uptime Guarantee, and 99.9% Network Uptime Guarantee where clients may request for pro-rated refund.

Data Backup Guarantee
RockSoft Server Consultancy guarantee to always replicate user data in real-time to secondary storage for redundacy purpose (shared hosting, reseller hosting, email hosting, & all cloud products) and at the same time perform daily, weekly, and monthly backup of the data. 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 occured. Please keep in mind that this policy 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 data backup procedure.