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No. 999/9 The Offices at Central World , 29th Floor, Rama 1 10330

Staff available 24x7.

Ready to give advice at all times


contact us

0-2107-3466 Contact us

Staff available 24x7.

Ready to give advice at all times

No. 999/9 The Offices at Central World , 29th Floor, Rama 1 10330

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:

1. Term of Service

1.1 Sales and Accounting Department

You can be contacted our support through the following channels:
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 Sales and Accounting Department

Our staff provides 24/7 service, every day. Service users can contact us through the Ticket Support system and via email at support@hostatom.com. or at the phone number 0-2107-3466. Users will receive a response from our customer service team within a maximum of 30 minutes from the time they receive the Ticket Support number through the automated system response email.

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 support@hostatom.com 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

Providing relevant information regarding the service is essential. Our company reserves the right to send information to the email registered in the system or to authorized individuals who have been verified. In terms of our services, we have a guarantee of 99.9% Availability Uptime, which is calculated on a monthly basis. (From the 1st to the 30th or the 31st of every month)
Note: Please keep the Ticket number for reference and tracking purposes.

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.

In the event that the ISP (Internet Service Provider) crashes or cannot be accessed from certain zones, this case is not included in the server uptime guarantee because we cannot access the ISP’s services.
Note: Customers must open a ticket to inquire about compensation.
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 December 04, 2023.