Web Plans Service Level Agreement

The Services provided by the Company include comprehensive website design, development, maintenance, and related offerings as explicitly described in the selected subscription plan. Services are strictly limited to the scope defined in your chosen plan.

Service availability is calculated as: [(Total Minutes in Month - Downtime Minutes) / Total Minutes in Month] × 100. Downtime is measured from the time an issue is reported until service restoration.

Scheduled maintenance will be communicated to clients at least 72 hours in advance via email and will be performed during low-traffic hours (typically Sundays between 12:00 AM - 6:00 AM MYT) whenever possible.

Standard support response times apply during regular business hours (Monday to Friday, 9:00 AM - 6:00 PM MYT, excluding Malaysian public holidays). Emergency support for P1 issues is available 24/7 with the above response commitments.

The Company will deliver the Services according to the specifications, timelines, and quality standards explicitly outlined in your chosen subscription plan. All deliverables will meet industry standards for quality and performance.

The client agrees to provide all necessary information, content, materials, and approvals in a timely manner to facilitate service delivery. Delays caused by client inaction may impact delivery timelines and do not constitute service failures by the Company.

The Company will perform regular proactive maintenance checks to ensure optimal website performance, security, and reliability. Maintenance activities include performance monitoring, security scanning, and system optimization.

Updates to the website, including content changes, design revisions, and functionality enhancements, will be addressed according to the specific terms and limitations of your chosen subscription plan. Major updates may require additional agreements.

The Company will implement and maintain reasonable security measures including but not limited to:

• Regular security audits and vulnerability assessments
• Web application firewalls and DDoS protection
• SSL/TLS encryption for data in transit
• Secure authentication and access controls
• Security patch management within 48 hours of release
• Malware scanning and removal services

The Company will perform regular automated backups of website data, files, and databases according to the following schedule:

• Daily Incremental Backups: All changes backed up daily
• Weekly Full Backups: Complete system backup weekly
• Retention Period: Backups retained for 30 days minimum

The Company commits to the following recovery service levels:

• Recovery Time Objective (RTO): 4 hours for critical data restoration
• Recovery Point Objective (RPO): 24 hours maximum data loss
• Emergency Recovery: 1 hour for critical security incidents

The client agrees to pay for the Services according to the specific terms, pricing, and billing cycles outlined in the chosen subscription plan. All fees are due in advance unless otherwise specified in writing.

Late payments may result in:

• Service suspension until payment is received
• Late fees of 1.5% per month on overdue balances
• Loss of SLA protections during suspension periods
• Collection costs and legal fees for severely overdue accounts

Either party may terminate the agreement with 30 days' written notice. Termination requests must be submitted through official channels and will be processed according to our termination procedures.

The client remains responsible for any outstanding fees, early termination fees (if applicable), and charges incurred up to the termination date. All fees are non-refundable unless otherwise specified.

Upon termination, clients may request export of their website data and content. Data export services must be requested within 14 days of termination and may be subject to applicable fees.

The Company will maintain the confidentiality of any sensitive, proprietary, or confidential information shared by the client in the course of providing the Services. This obligation continues for 3 years after termination of services.

Confidential information will be protected using reasonable security measures, including encryption, access controls, and secure transmission methods appropriate for the sensitivity of the information.

Access to client confidential information is restricted to Company personnel who require such access to perform their duties and who are bound by confidentiality obligations.

In no event shall the Company be liable for any indirect, special, incidental, consequential, or punitive damages, including but not limited to lost profits, lost revenue, lost data, business interruption, or reputational harm.

The Company's total aggregate liability under this SLA shall not exceed the total fees paid by the client for the affected services in the 6 months preceding the event giving rise to the claim.

The Company shall not be liable for any failure or delay in performance due to circumstances beyond its reasonable control, including acts of God, natural disasters, war, terrorism, government actions, or internet service provider failures.

This SLA shall be governed by and construed in accordance with the laws of Malaysia, without regard to its conflict of laws principles. Additionally, where applicable, the laws of the Client's respective country of residence may apply.

Any disputes arising under this SLA shall be subject to the dispute resolution procedures outlined in our main Terms and Conditions, which may include negotiation, mediation, or arbitration before pursuing litigation.

The parties submit to the exclusive jurisdiction of the courts of Malaysia for any legal proceedings arising from this SLA, while recognizing that additional jurisdictions may apply based on client location.

The Company reserves the right to modify this SLA at any time to reflect changes in services, technology, legal requirements, or business practices. Changes will be effective upon posting the revised SLA on our website.

Any material changes to this SLA will be communicated to clients in advance via email or through prominent notices on our website. The communication will include a summary of changes and the effective date.

Continued use of the Services after changes to this SLA constitutes acceptance of the modified terms. Clients who do not agree to changes may terminate their subscription according to the termination provisions.

99% uptime commitment excluding scheduled maintenance with advance notice.

24-hour response for standard issues, 4-hour response for emergencies during business hours.

Regular security measures with 48-hour response for critical vulnerabilities.

Regular backups retained for 30 days with data recovery services available.

Limited liability capped at 6 months of fees, excluding consequential damages.

Governed by Malaysian law with consideration for client's local jurisdiction.

SLA may be updated with notice; continued use constitutes acceptance.

Last updated: 30 March 2023