Uptime Guarantee

Digitalku Indonesia guarantees 99.9% network and server uptime for Shared Hosting and VPS. For Cloud Mail services, the uptime guarantee is 99.9%. This guarantee does not apply to server malfunctions, attacks, hackers, flooding, server reboots, preventive maintenance, software upgrades, or other server-related activities related to the rented hosting.

System Security Assurance

Digitalku guarantees the security of its shared hosting server system, including web files, databases, and email data, as long as Digitalku does not incur any security risks. Digitalku's negligence includes the following:

• Theft of access authorization (hosting account and all facilities in it, CPANEL, email, and billing) due to the absence or weakness of access device security (PC, laptop, smartphone, tablet, etc.) Digitalku. The absence or weakness of access device security Digitalku can (and is not limited to) the presence of worms, viruses, keyloggers, and others.
• Theft of access authorization (hosting account and all facilities within it, CPANEL, email, and billing) due to Digitalku accessing from a public access device or other device where he does not have full control rights over the device.
• Have a file or directory with all read write permissions (mode 777).
• Have scripts that are at high risk for data security or are generally known to be bugs
• Using a service that is not in accordance with its main function, causing disruption (eg the appearance of a hole in the main function of the service. Example: Using a shared hosting service for e-mail activities (e-mail spam).

Claims for Default of Warranty

Claims for failure of the above guarantees can be submitted within a maximum of 7 days after the disruption occurs. Claims for server and network uptime failures must be accompanied by evidence of traceroute results to the Digitalku domain during the disruption period, and the data will be cross-checked with Digitalku Indonesia's own data. Claims will be rejected if the failure of the Internet Connectivity Uptime Guarantee is caused by a third party beyond Digitalku Indonesia's responsibility, including but not limited to:

• Internet connectivity issues on my Digital ISP.
• Interference with internet connectivity that occurs on one of the routes
• become a connectivity path from Digitalku to the Digitalku Indonesia server.
• Interference caused by force majeure.
• Interference caused by interference caused by other parties.
• Interference caused by the use of the service not in accordance with its main function.
• If the disruption to server uptime claimed by Digitalku is in accordance with Digitalku Indonesia's data, then the cost calculation is as follows:

2 (two) x related service fees per day x amount of down time
Calculation of 1 (one) period of downtime = 0 – 24 hours of downtime beyond the uptime guarantee according to the SLA and according to the downtime report from support
Claims for automatic warranty failure will be void if:

2 (two) x related service fees per day x amount of down time
Calculation of 1 (one) period of downtime = 0 – 24 hours of downtime beyond the uptime guarantee according to the SLA and according to the downtime report from support
Service failure claims only apply to hosting and VPS services. Third-party services, such as domain name registration, free managed DNS, and domain forwarding, cannot be claimed in the event of a service failure. Digitalku Indonesia will, however, make every effort to address the issue with the relevant third party.