LEGAL · Service levels

Service Level Agreement (SLA)

Last updated 26 Jun 2025

§ 01SLA overview

The SLA is the service level agreement for Ruk-Com Cloud, covering Colocation, Shared Hosting, WordPress Hosting, Virtual Private Server, Platform as a Service and Infrastructure as a Service in Thailand and overseas. It has three parts — Provisioning, Uptime and Support Response — measured annually for every service. You can calculate the allowed downtime at https://uptime.is/99.9

§ 02Provisioning guarantee

1.) Provisioning Guarantee — the guaranteed setup time. If provisioning takes longer than stated, you receive 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), Infrastructure as a Service	Within 24 hours	20%
Dedicated Server	24–72 hours	10%
Colocation Services	Within 12 hours	10%

Provisioning time starts once your payment notification is received in full and is correct.

§ 03Uptime guarantee

2.) Uptime Guarantee — the period during which the system operates normally.

Uptime Guarantee	SLA Credit
99.9%	Guaranteed
99.5–99.9%	5%*
99.0–99.5%	10%*
Less than 99%	20%*

Note: the SLA does not cover cyber attacks such as Botnet, DDoS or DNS Amplification unless you have purchased the additional DDoS Protection service. For Cloud PaaS customers, the SLA Credit is calculated from the hourly cost of the affected environment only. The Uptime Guarantee covers only the systems and service components that Ruk-Com is responsible for — it excludes software or applications the customer installs. If uptime falls below 99.9%, we compensate by adding Service Credit against the current monthly service fee.

§ 04Response guarantee

3.) Response Guarantee — the time taken to respond to your enquiries, counted in 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 clock starts only when an issue is submitted through a ticket. For issues reported by phone, it starts once support has created the ticket for you.

Response Guarantee explained

Case 1: an issue is submitted at 10:00. Ruk-Com Cloud must respond by 19:00. If the response takes longer, you receive a percentage of the service fee back.

Case 2: an issue is submitted at 04:00. The clock starts at 04:00, so Ruk-Com Cloud must respond by 13:00. If the response takes longer, you receive a percentage of the service fee back.

Case 3: total downtime over one year is 7 hours. Ruk-Com Cloud owes no SLA compensation, because 99.9% allows up to 8:45 hours of downtime per year.

Case 4: total downtime over one year is 12 hours. Ruk-Com Cloud compensates 5%, because the resulting SLA is 99.5%.

§ 05SLA exclusions

These commitments exclude announced maintenance (normally notified at least 24 hours in advance, or 3–5 hours in emergencies such as hardware failure or network attacks) and cases where your website exceeds the limits of the plan you rented, for example full CPU, memory or disk.