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Service Level Agreement

NEWPAGES NETWORK SDN BHD

NEWPAGES's Service Level Agreement sets out the performance you can expect from us. To the maximum extent applicable under Malaysia's law and without affecting your rights as a Consumer, this SLA is your sole and exclusive remedy for downtime, or any network, software, hardware or Equipment failure.

SCOPE OF SLA

SERVER UPTIME	99.5%
NETWORK UPTIME	99.5%
NEWPAGES CMS	99.5%

* Yearly basis

For each 0.1% Uptime lost below the guaranteed number, the customer will be compensated with 20X amount of total downtime in renewal credit.

Example:

Total Downtime	Yearly Subscription	Renewal Credit
600 min	RM5000/year (≈ RM0.0095/min)	(5000/365/24/60)60020 =RM114.15

The following events do not count towards our calculation of uptime:
- Scheduled maintenance.
- Emergency maintenance, hardware, and software failure remedied under 2 hours.
- Interruption with any add-on service that relies on the 3rd party provider included but not limited to Facebook, Whatsapp, Waze, Google, Cloudflare, Payment Gateway Services.
- Downtime caused by DNS propagation.
- Distributed denial of service (DDOS) attacks, hacker attacks, and other similar events.
- Downtime caused by you, your own configuration.
- Downtime caused by your violation of these TOS or any other policy announced on our website.
- Force majeure or any event beyond our control.
- Email or webmail delivery and transmission.
- Legal Actions - In the case that legal action is taken against a customer of NEWPAGES and NEWPAGES is required to act in accordance with the order, NEWPAGES shall not be responsible for any SLA compensation/damage.
- Outages elsewhere on the Internet that hinder access to your account/website. NEWPAGES is not responsible for browser or DNS caching that may make your site appear inaccessible when others can still access it.
Our calculation of network availability is based on our internal records. We will not accept third-party reports as evidence that you are entitled to compensation under this SLA.
Incident Reporting, Measurement, and Closure:
- The downtime will be measured by NEWPAGES, starting from when the Customer reports an Incident and ending when NEWPAGES closes the Incident.
- Incident Opening: The Customer must report all Incidents to the NEWPAGES Support (support@newpages.com.my), where a support ticket with a reference number or identifier will be registered and opened. NEWPAGES will advise such information to the Customer.
- Incident Closure: NEWPAGES will inform the Customer when it believes the Incident is cleared.