No. 999/9 The Offices at Central World

Building, 29th Floor, Rama 1 10330

Staff available 24x7

Ready to give advice at all times

0-2107-3466

Contact us

Facebook-f X-twitter Youtube

Service Level Agreement : SLA

This Service Level Agreement (the “SLA”) is entered into between Network Technical System Co., Ltd., operating under the brand name hostatom (“hostatom”, “we”, “us”, or “our”), and the service user (the “Customer”), for the purpose of defining the service level commitments as set forth herein:

Services

Sales and Accounting Departments

The Customer may contact our staff via the following channels:

  • Phone: 0-2107-3466
  • Email: sales(a)hostatom.com and account(a)hostatom.com

The Sales and Accounting Departments operate from Monday to Friday, between 08:00 and 17:00.
Outside of these hours, the Customer may contact us via the hostatom ticket system, which is available 24 hours a day.

Customer Support Department

Our Customer Support Department operates 24 hours a day, every day, without holidays.

The Customer may contact us through the following channels:

  • Ticket Support System
  • Email: support(a)hostatom.com
  • Phone: 0-2107-3466

When the Customer contacts us via the Ticket Support System, we will respond within no more than 30 minutes from the time the Ticket number is issued through the system’s automatic reply email.

For service-related issues or operations, in order to ensure prompt handling, the Customer may contact us by telephone. However, in certain cases where identity verification is required, the Customer must contact us via email at support(a)hostatom.com, including but not limited to the following cases:

  • Deletion of website files or data
  • Other cases as determined at our discretion
  • Provision of information related to the service

We reserve the right to deliver information only to the email address registered in the system or to a person who has been duly authorized (Authorized).

hostatom guarantees 99.9% uptime (Availability), calculated on a monthly basis (from the 1st to the 30th or 31st of each month).

Note: The Customer is advised to retain the Ticket number for reference and follow-up purposes.

Backup System

Shared Hosting Services

For Web Hosting, WordPress Hosting, and Reseller Hosting services, we provide a backup system retaining data for the past 21 days (21 backup sets). Backup data is stored separately from the Customer’s service usage space, and the Customer may select the desired date for data restoration.

Cloud VPS and Private Hosting

For Cloud VPS and Private Hosting services, we provide a Disaster Recovery backup system, ready for use immediately in the event of server issues. Backups are performed once per week, and the backup data is stored separately from the service usage space. The Customer may also perform backups independently through the Control Panel in use.

Dedicated Server

We provide 500 GB of free FTP backup space, hosted on a server separate from the primary service server. The Customer may transfer backup files to such server via FTP at any time.

Log Retention

We retain logs for a period of 90 days in accordance with the Computer-Related Crime Act B.E. 2550.

Compensation and Responsibility to Customers

We shall demonstrate responsibility to the Customer in the event of errors attributable to us and reserve the right to determine each matter on a case-by-case basis in accordance with the Refund Policy. Further details are set forth in the Refund Policy.

In the event that the uptime of any given month falls below 99.9%, we shall proceed as follows:

  • No service fee shall be charged for that month; and
  • An additional one (1) month of service shall be granted free of charge.

We shall be responsible only for damages caused by us. Any claim for compensation must be subject to our review and determination, which shall be concluded at the end of the relevant month only. We reserve the right to consider compensation on a per-service basis in accordance with the Terms of Service.

In the event that issues arise from an ISP (Internet Service Provider), such as connectivity problems in certain zones, such incidents shall not be included under the server downtime guarantee, as they are beyond our control.

Note: The Customer must submit a Ticket in order to initiate any compensation claim.

We reserve the right to amend this Service Level Agreement at any time without prior notice to the Customer.

This SLA was last revised and has been effective since 2 July 2024.