The general availability framework for eligible HOSTRAY NETWORK hosting services.
This Service Level Agreement applies only where the accepted quotation or service order identifies the purchased service as SLA-eligible. It does not automatically apply to domain registration, customer-managed applications, third-party platforms or services supplied on a best-effort basis.
Monthly availability is calculated as the total minutes in the calendar month, less qualifying unavailable minutes, divided by the total minutes in that month. An incident qualifies when the hosted service is unavailable because of a fault within the infrastructure covered by HOSTRAY NETWORK and the event is verified through our records.
Qualifying unavailable time excludes scheduled maintenance, emergency security maintenance, customer configuration or code, exhausted customer resources, suspended accounts, domain or DNS issues outside our control, third-party networks or software, attacks, force majeure and events caused by unauthorised access using customer credentials.
Where practical, planned maintenance that may materially affect service will be communicated in advance. Emergency work may be performed without prior notice when necessary to protect security, stability or data.
Customers should report a suspected outage promptly through the support channel stated in their order documents. The report should include the affected service, time observed, error details and reasonable troubleshooting information.
General sales and administrative enquiries are handled during published business hours. Technical assistance outside those hours is available only for eligible active services and is subject to the selected plan, severity and agreed support scope.
Any service credit or remedy must be stated in the applicable quotation or service-specific agreement. A 99.9% target displayed on the website does not by itself create an automatic refund or credit. Nothing in this SLA limits rights that cannot lawfully be excluded.
Questions about SLA coverage may be sent to info@hostray.com.my before ordering.