Service Level Agreement (SLA)

The percentage of time the App is operational and accessible, calculated [(Total Minutes in Period – Downtime Minutes) ÷ Total Minutes in Period] × 100.

Any period when the App is unavailable due to faults in GetOn's systems, excluding Scheduled Maintenance or factors outside our reasonable control.

9:00 am to 6:00 pm Malaysia Time (MYT), Monday–Friday, excluding public holidays in Malaysia.

• P1 – Critical: App is unusable or core functionality is broken for all users.
• P2 – High: Significant impact on business operations; workarounds exist.
• P3 – Medium: Minor impact; non-critical functionality impaired.
• P4 – Low: Cosmetic issues or general questions.

Window: Sunday 11:00 pm–5:00 am MYT.

Notice: at least 48 hours via email.

Excluded from Downtime: all Maintenance periods.

Backups: Weekly incremental.

Retention: 30 days.

RTO: 4 hours.

RPO: 1 day.

• The App is hosted on Microsoft's Azure platform and thus inherits Microsoft's enterprise-grade security controls and certifications (including ISO 27001, SOC 1/2/3, CSA STAR, GDPR, PDPA, etc.).
• Microsoft's built-in protections cover network security (firewalls, DDoS mitigation), identity and access management (Azure AD, MFA), data encryption at rest and in transit, and continuous threat monitoring.

• We supplement platform security with application-level measures (secure credential storage, role-based access, input validation).
• We conduct annual penetration tests and vulnerability scans against our custom code.

• By leveraging Azure's compliance framework, we meet Malaysia's PDPA requirements and, where relevant, EU GDPR obligations.

• We follow Microsoft's patching cadence plus our own emergency patch process to address critical vulnerabilities within 48 hours of public disclosure.
• Security incidents are managed through a formal incident-response plan aligned with Microsoft's Security Incident Management practices.

Minor Updates (e.g. bug fixes): deployed with no less than 24 hours' notice.

Major Releases (feature releases): scheduled quarterly with two weeks' notice and rollback plans.

Real-time monitoring of uptime, performance and errors.

Monthly SLA Report emailed to you by the 5th Business Day of each month, detailing:

1. Uptime percentage
2. Incident log (with resolution times)
3. Service credits earned

In the event of a critical issue, GetOn will follow an escalation process to ensure swift resolution for all subscription plans.

Material SLA Breach: you may terminate if any plan misses its Availability Target for two consecutive months, provided you give 30 days' written notice.

Suspension: we may suspend services for non-payment or your breach of these terms (see Termination clauses in the main Agreement).

We will review this SLA annually.

Any amendments require 30 days' prior written notice and your acceptance (by continued use).

This SLA is governed by the laws of Malaysia and, where applicable, by the laws of your country of residence.

99% for Starter plan, 99.5% for Premium, Enterprise and Custom plans with service credits for missed targets.

Critical issues addressed within 4-36 hours depending on your plan with multiple support channels.

Scheduled maintenance on Sundays 11pm-5am MYT with 48 hours notice.

Weekly incremental backups with 30-day retention and 4-hour recovery time objective.

Enterprise-grade security through Microsoft Azure with annual penetration testing.

Comprehensive SLA reports delivered by the 5th business day of each month.

Governed by Malaysian law with provisions for international clients.

SLA reviewed annually with 30 days notice for any amendments.

Last updated: 30 March 2023