SLA stands for Service Level Agreement of Ruk-Com Cloud, covering Colocation, Shared Hosting, WordPress Hosting, Virtual Private Server, Platform as a Service, and Infrastructure as a Service, both in Thailand and internationally. Ruk-Com Cloud has three SLA components: Provisioning, Uptime, and Support Response. All SLAs are calculated annually, and the uptime can be calculated at https://uptime.is/99.9.
1.) Provisioning Guarantee: This guarantees the installation time. If the installation takes longer than specified, you will receive compensation according to the SLA Credit immediately.
| Services | Provisioning Time | SLA Credit |
| Web Hosting, WordPress Hosting, Enterprise email | Within 12 hours | 20% |
| Reseller Hosting | Within 12 hours | 20% |
| Virtual Private Server (VPS), Infra As a Service | Within 24 hours | 20% |
| Dedicated Server | 24-72 hours | 10% |
| Colocation Services | Within 12 hours | 10% |
**The installation period will begin after the customer has confirmed full and correct payment.**
2.) Uptime Guarantee refers to the period during which the machine operates efficiently.
| Uptime Guarantee | SLA Credit |
| 99.9% | Guaranteed |
| 99.5-99.9% | 5%* |
| 99.0-99.5% | 10%* |
| Less than 99% | 20%* |
Note: SLA does not cover various cyberattacks such as Botnets, DDoS attacks, and DNS amplification, unless the customer orders additional DDOS Protection from the system.
For Cloud PaaS customers, SLA Credits will be charged on an hourly basis only for the affected environment.
The Uptime Guarantee covers only the systems and services for which the service provider is responsible, and does not include programs or applications installed by the service recipient.
If the SLA does not meet the 99.9% requirement, the service provider will compensate by adding Service Credits to the current monthly fee.
3.) Response Guarantee refers to the time it takes to answer questions, and this period starts counting from Business Hours.
| Response Guarantee | SLA Credit |
| 9 hours | Guaranteed |
| More than 9-24 hours | 5% |
| More than 24 hours | 10% |
| More than 48 hours | 20% |
Note: The time limit starts counting from the moment the problem is reported via a ticket . For problems reported by phone, the time limit will start counting after Support creates the ticket.
Response Guarantee Explain
Case 1: If a problem is reported at 10:00 AM, Ruk-Com Cloud must respond by 7:00 PM. If the response time exceeds this period, the customer will receive a refund as a percentage of the reported service fee.
Case 2: If a problem is reported at 4:00 AM, the reporting time starts at 4:00 AM. Ruk-Com Cloud must respond by 1:00 PM. If the response time exceeds the specified period, the customer will receive a refund as a percentage of the reported service fee.
Case 3: The system is unavailable for a total of 7 hours of downtime over one year. Ruk-Com Cloud is not responsible for this SLA issue because the acceptable total downtime over the year is 8:45 hours (99.9%).
Case 4: The system was unavailable for a total of 12 hours of downtime over a year. Ruk-Com Cloud must compensate for this, representing 5% of the damages, as the SLA (Service Level Agreement) is 99.5%.
**All terms and conditions exclude MA (Maintenance Agreement) notifications. Normally, at least 24 hours’ notice is given, but in emergencies such as hardware failure or network attacks, at least 3-5 hours’ notice will be given. This also excludes cases where your website exceeds the limits of the leased service, such as full CPU, memory, or disk space.**
