Service Level Agreement : SLA
1. Term of Service
1.1 Sales and Accounting Department
1.2 Sales and Accounting Department
To report service-related issues or actions quickly, you can do so via telephone, except in some cases where you must report via email to firstname.lastname@example.org for identity verification. For instance, if you need to report the deletion of files or data from your website or in other cases, it depends on the service provider’s discretion
2. Backup System
2.1 Share Host Service
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. All these backups are stored separately and are not associated with the customer’s service space. Customers can choose the desired backup date.
2.2 Cloud VPS Service
For our Cloud VPS service, we have a Disaster Recovery backup system that is ready to be deployed immediately in the event of server issues. We perform backups once a week to ensure that your data is adequately protected.
These backups are stored separately, not included in the available space. However, if you prefer to manage backups yourself, you can do so through the Control Panel.
2.3 Dedicated Server Service
We provide a free 500 GB FTP Backup service, which is a separate machine from the main service. You can FTP backup files to this server at any time.
2.4 Log Storage
We maintain log storage for a period of 90 days in accordance with the Computer-related Offenses Act B.E. 2550.
3. Compensation and Customer Responsibility
Hostatom will take responsibility for customer issues arising from the provider’s errors, subject to our rights and on a case-by-case basis in accordance with the service agreement. Regarding our refund policy, you can refer to the Refund Policy section.
In the event that the Uptime of any month is less than 99.9%, the customer will not be charged for that month and will provide an additional free month of usage, we will take responsibility for errors caused by the service provider only. If there is a request for compensation, it must wait for our response, which will be provided at the end of the month. We reserve the right to assess and consider compensation on a case-by-case basis, depending on the terms of the service agreement.