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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

A Service Level Agreement (SLA) is a mutual agreement between the service provider, in this case, “NetWork Technical Services Limited,” and the service user, referred to as the “customer,” to establish the quality standards of service delivery as follows:

Term of Service

1.1 Sales and Accounting Department
You can be contacted our support through the following channels:
  • Phone: 0-2107-3466
  • Email: sales(a)hostatom.com and account(a)hostatom.com
The Sales and Accounting departments are available on weekdays, from 8:00 AM to 5:00 PM. Additionally, after these hours, service users can contact them via hostatom’s ticketing system, which operates 24 hours a day.
1.2 Support Department
Our support team is available 24/7, including holidays. Customers can contact us via the Ticket Support system, email at support(a)hostatom.com, or by phone at 0-2107-3466. Customers will receive a response from our staff within 30 minutes from the time they receive the Ticket Support number in the automatic email reply from the system.
For reporting service issues or actions related to the service, customers can quickly reach us by phone. However, in certain cases, such as requesting file deletions or website data removal, or other cases as determined by the service provider, customers must contact us via email at support(a)hostatom.com for identity verification. This ensures proper handling of sensitive service-related information.
The company reserves the right to send communications only to the email registered in the system or to individuals who have been authenticated (Authorized). Regarding our service, hostatom guarantees 99.9% Availability Uptime, calculated on a monthly basis (from the 1st to the 30th or 31st of each month).

Note: Please keep the Ticket number for reference and tracking purposes.

Backup

We have a data backup system for Web Hosting, WordPress Hosting, and Reseller Hosting services. It automatically backs up 21 sets of data for up to 21 days in reverse order.

2.1 Share Host

For users of our Web Hosting, WordPress Hosting, and Reseller Hosting services, we offer a 21-day backup history with 21 sets of backups. These backups are stored separately from the customer's active service space, allowing you to choose the specific date for the backup you wish to restore.

2.2 Cloud VPS and Private Hosting

For Cloud VPS and Private Hosting services, we provide a Disaster Recovery backup that can be immediately utilized in the event of server issues. Backups are performed once a week, and these backups are stored separately from the customer's active service space. However, if customers wish to create their own backups, they can do so directly through the available Control Panel.

2.3 Dedicated Server

For Cloud VPS and Private Hosting services, we provide a Disaster Recovery backup that can be immediately utilized in the event of server issues. Backups are performed once a week, and these backups are stored separately from the customer's active service space. However, if customers wish to create their own backups, they can do so directly through the available Control Panel.

2.3 Dedicated Server

We offer a free 500 GB FTP Backup service, which is hosted on a separate machine apart from your main service. You can upload backup files to this machine at any time via FTP.

2.4 Log Storage

We store logs for a period of 90 days, in accordance with the Computer Crimes Act B.E. 2550 (2007).

Customer Service Department

hostatom takes responsibility for any errors caused by our services. However, we reserve the right to assess each case individually, based on the terms and conditions of the service agreement. For details on our refund policy, please refer to our Refund Policy.
In the event that the uptime for any given month falls below 99.9%, we will not charge for that month and will extend the service by an additional month free of charge. hostAtom will take responsibility only for errors caused by our service provider. Any claims for compensation will require a response from us, which will be provided at the end of the month. We reserve the right to assess each case individually, based on the terms and conditions of the service agreement.
In the event that the ISP (Internet Service Provider) experiences downtime or is inaccessible from certain zones, the service provider will not include this as part of the server downtime guarantee. This is because the service provider has no control over the ISP’s services and cannot access the ISP’s infrastructure.
Note: To request compensation, customers must open a ticket for inquiry.
hostatom reserves the right to make changes to the terms of this service agreement at any time without prior notice to the service users.
This policy was last updated and is effective as of September 19, 2023