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 staff provides 24/7 service, every day. Service users can contact us through the Ticket Support system and via email at support(a)hostatom.com. Users will receive a response from our customer service team within a maximum of 6 hours from the time they receive the Ticket Support number through the automated system response email.
Note: Please keep the Ticket number for reference and tracking purposes.
Backup System
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.
Log Storage
We maintain log storage for a period of 90 days in accordance with the Computer-related Offenses Act B.E. 2550.
Customer Service Department
If you need to check or track technical issue resolutions that arise from the service provider’s server systems, you can contact the following channels:
- You can contact the Technical Department 24/7, every day, including weekends, at the phone number 0-2107-3466.
- Through the Ticket Support system, which operates 24 hours a day, service users will receive a response from our customer service team within a maximum of 6 hours 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(a)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.
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.
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