This Service Level Agreement (SLA) applies only between Herza Europe, Ltd. (Herza.Cloud) and its customers. Customers of resellers or other parties who indirectly use Herza.Cloud services but are not directly registered as customers are not eligible for this SLA.

Herza.Cloud guarantees internet connectivity on hosting servers of 99.5% uptime per month excluding downtime due to maintenance that has previously been announced through the Customer portal https://clients.herza.cloud. For servers located in Singapore, Malaysia, Hong Kong and Phillipines, customers are guaranteed redundancy links to various international backbones, while for servers located in Indonesia, customers are guaranteed international connectivity and direct connectivity to local exchanges such as IIX, OIXP, NCIX, JKT-IX, BIX, CDIX, BatamIX, CXC, and DCI-IX.

Failure to provide internet connectivity by Herza.Cloud on the hosting server due to network disruptions can be claimed if it lasts more than 0.5% in one month and occurs at one time, excluding the accumulation of disruptions that occur below 0.5%.

Here are some common warranties in the industry today and the actual amount of downtime per month they result:

• 99.5% uptime = 216 minutes of downtime in a month
• 99.8% uptime = 86.4 minutes of downtime in a month
• 99.9% uptime = 43.2 minutes of downtime in a month
• 99.99% uptime = 4.32 minutes of downtime in a month
• 99.999% uptime = 0.432 minutes (26 seconds) in a month

Herza.Cloud guarantees 99.5% monthly server uptime, excluding maintenance downtime previously announced on https://clients.herza.cloud. To maintain server performance, we perform routine maintenance on Saturday/Sunday nights and early Monday mornings. During maintenance, the server may be rebooted without prior notification on the website.

Failure to provide server uptime by Herza.Cloud can be claimed if it lasts more than 0.5% in one month and occurs at one time, excluding the accumulation of disruptions that occur below 0.5%.

The table below sets out  the Maximum  Target Response Time for any Service Outage that has been reported by the Customer to Herza.Cloud in accordance with clause 7.a of  the Terms of Service , and 7.b any request for Standard Support Services, Advanced Support Services or Remote Hands Services  made in accordance with such clause 7.a.  The Target Response Time depends (i) for Colocation Services, on the applicable Remote  Hands Package, and (ii) for other Services, on the applicable Service Level.

TARGET RESPONSE TIME BASED ON SERVICE LEVEL
Basic (Included in all services): 6 hours
Silver: 2 hours
Gold: 1 hour
Platinum: 30 minutes

Herza.Cloud guarantees the security of customer data, including web files, databases, and emails, as long as the customer does not incur any security risks. These customer negligence measures include the following:

1. Theft of access authorization (hosting account and all its facilities, CPANEL, email, and billing) due to customer computer insecurity. Customer computer insecurity includes the presence of worms, viruses, keyloggers, or because the customer accessed from a public computer.
2. Have a file or directory with all read write permissions (mode 777) on the hosting account
3. Having a script that is a high security risk or is generally known to be a bug

For Virtual Private Server or Dedicated Server users, because our services are unmanaged, Herza.Cloud is not responsible for any data stored on VPS and Dedicated Servers. This is the sole responsibility of the customer.

Customers will not receive any refund under the 99.5% Network Uptime and 99% Server Uptime Guarantee in relation to any failure or lack of Website Availability caused by or related to:

1. Circumstances beyond our reasonable control, including, without limitation, acts of God, acts of any governmental body, war, insurrection, terrorism, sabotage, armed conflict, embargo, fire, flood, strike or other labor disturbance, interruption of or delay in transportation, unavailability of or interruption or delay in telecommunications or in third party services, virus or hacker attack, failure of third party software (including, without limitation, e-commerce software, payment gateways, chat, statistics or free scripts) or inability to obtain raw materials, supplies or labor used in or equipment needed for the provision of this SLA;
2. Failure of the access circuit to our network, unless such failure is caused solely by Herza.ID;
3. Scheduled maintenance and emergency maintenance and upgrades;
4. DNS issues beyond Herza.Cloud‘s direct control;
5. Problems with customer FTP, POP, IMAP, or SMTP access;
6. False SLA violations reported as a result of any Herza.Cloud system outage or error;
7. Customer’s acts or omissions (or the acts or omissions of any other party used or authorized by the customer), including, without limitation, any common/ordinary scripting or coding (e.g. CGI, Perl, HTML, ASP, etc.), any negligence, error or use of the Services in violation of the Terms of Service of our Services Policy;
8. Sending and transmitting email or webmail;
9. DNS Propagation (Domain Name Server);
10. Any outage anywhere on the internet that prevents access to your account. Herza.Cloud is not responsible for browser or DNS caching that may make your site appear inaccessible while others can still access it. Herza.Cloud only guarantees areas deemed under Herza.Cloud‘s control: our server’s link to the internet, our routers, and our servers.

In the event of Server Downtime or Network Downtime, namely (i) due to problems within Herza.Cloud and (ii) if the total Server Downtime or Network Downtime exceeds a certain number of consecutive hours (as specified in Table 1 below) in a calendar month, the customer may claim for an Outage Event Credit (OEC).
Notwithstanding the foregoing, the maximum amount of OEC that can be claimed will not exceed 50% of the total Monthly Fee for the Services provided, and this is limited to once in a calendar month frequency.

The customer is entitled to the following Outage Event Credit in the form of a credit against the amount due to be paid at a later date by the customer for the provision of services:

If you require a tax invoice, please do not pay the bill you receive. Please contact us at  [email protected]  with a scanned copy of your company/agency’s TIN (Taxpayer Identification Number) for tax invoice and billing purposes. The tax invoice will be sent to your address within 2 weeks of receipt of payment.

For Government Agencies (TIN prefix 00), if the total payment (including VAT) is greater than IDR 1,000,000, the treasurer of the government agency is required to collect, make payments, and submit SSP sheets 1 and 3 to Herza.Cloud.

For government agencies (NPWP prefix 00), if the total payment (including VAT) is less than Rp. 1,000,000, the treasurer of the government agency is required to make the payment according to the invoice amount with VAT added. Herza.Cloud will send an invoice within 2 weeks of receiving the payment.

The account validity period depends on the period selected when placing the order.

Herza.Cloud will issue an invoice to the contact email registered in the Herza.Cloud billing system 14 days before the invoice is due.

Expired domains will automatically be redirected by the registrar on the expiry date and it will take between 6 – 48 hours to restore them so they can be accessed.

Hosting that has expired will be suspended on the payment due date and the service will be canceled 14 days after the due date.

Hosting whose services have been canceled due to late payment can be reactivated with an additional reactivation fee and subscription fee.

Herza.ID does not provide backup guarantees for accounts that have been cancelled.

Every payment made must be confirmed via  Ticket to Billing Dept , telephone, email, and customer service.

If within 24 hours of confirming payment, the customer has not received a payment receipt email or any other email from Herza.Cloud, this means the payment cannot be verified and the payment confirmation status is declared canceled. We recommend contacting Herza.Cloud immediately if this occurs to re-clarify the payment.

Herza.Cloud is not responsible for unconfirmed payments. Any consequences resulting from this, such as domain expiration/loss, hosting account suspension, reactivation fees, and other consequences, are entirely the customer’s responsibility.

Herza.Cloud does not provide refunds for services that have been ordered and then cancelled, unless they fall into the 30 Day Money Back Guarantee category.

Refunds or refunds for any reason cannot be made without filling out the refund form sent by Herza.Cloud when the customer requests a refund.

In the case of a full refund, the customer agrees that Herza.ID no longer has any obligation to provide services to the customer.

The minimum refund amount is IDR 100,000, for amounts below that, it can only be returned in the form of a deposit in the customer’s account and can be used for subsequent payments.

Refunds can only be made through BCA and BNI bank destination accounts.

Payments using eMoney such as GoPay, OVo, etc. cannot be refunded and can only be deposited.