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  • 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
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Service Level Agreement : SLA

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This Service Level Agreement is a mutual agreement between the hosting service provider, Network Technical System Co., Ltd., and the service user (hereinafter referred to as the “Customer”), to define the standard of quality for the hosting services provided, as follows:

1. Services

1.1 Sales and Accounting Departments

Customers can 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 are available Monday to Friday, from 08:00 to 17:00 (GMT+7). Outside of these hours, customers can contact us via the hostatom Ticket System, which is available 24/7.

1.2 Customer Support Department

Our customer support team operates 24/7, including weekends and public holidays. Customers may contact us through:
  • Ticket Support System
  • Email: support(a)hostatom.com
  • Phone: 0-2107-3466
Customers using the Ticket Support System will receive a response within 30 minutes, starting from the automatic reply email containing the Ticket ID.
For urgent issues, customers are encouraged to contact us via phone. However, for certain sensitive operations—such as website data deletion or similar cases—email verification via support(a)hostatom.com is required for identity confirmation. Other cases are subject to the provider’s discretion.
All service-related communication will only be sent to the registered email address in the system or to an authorized contact.

Availability Commitment: hostatom guarantees 99.9% monthly uptime, calculated based on each calendar month (1st to 30th/31st).

Note: Please retain your Ticket Number for future reference and tracking purposes.

2. Backup System

2.1 Shared Hosting Services

For services such as Web Hosting, WordPress Hosting, and Reseller Hosting, hostatom provides 21 backup sets for the past 21 days. All backups are stored separately from the customer’s hosting space, and customers may select a specific date to restore from.

2.2 Cloud VPS and Private Hosting

For Cloud VPS and Private Hosting, hostatom provides weekly Disaster Recovery backups, ready for immediate restoration in case of server issues. Backups are stored separately and not included in the customer’s disk quota. Customers may also perform manual backups via their hosting control panel.

2.3 Dedicated Server

hostatom offers 500 GB of free FTP backup storage, hosted on a separate server. Customers can upload their backup files to this FTP server at any time.

2.4 Log Retention

System logs are retained for 90 days in compliance with the Computer Crime Act B.E. 2550 (2007).

3. Compensation and Responsibility to Customers

hostatom accepts responsibility for service failures caused by the provider. Compensation is subject to the individual service agreement and the company’s refund policy, which is available on the Refund Policy page.

If the monthly uptime falls below 99.9%, the customer will not be charged for that month, and an additional month of service will be granted free of charge. Responsibility is limited strictly to failures within hostatom’s systems. All claims must go through an evaluation process, and the final decision will be made at the end of the month on a case-by-case basis.

Note: Incidents caused by Internet Service Providers (ISPs) or issues in specific geographic zones are excluded from the uptime guarantee, as hostatom does not have control over external ISP infrastructure.

All compensation claims must be submitted via support ticket only.

hostatom reserves the right to amend this SLA at any time without prior notice.

This policy was last updated and effective as of July 1, 2025.