Service level guarantee
98% uptime, guaranteed every month
At ORENCloud Sdn Bhd we are committed to reliable, high-quality service. Our Service Level Guarantee (SLG) sets out the performance and support you can count on to run your business smoothly. The details are below.
ORENCloud guarantees a minimum of 98% uptime in each calendar month. If a month falls short, customers may claim service credits of 10% to 50% of the monthly fee for the affected service, within 30 days of the incident. The 99.90% computed uptime on the architecture page is a measurement, not a guarantee. See service status and the FAQ.
Uptime guarantee
Uptime: we guarantee a minimum of 98% uptime for our services. This commitment ensures that our systems and infrastructure are operational and available to you at least 98% of the time during each calendar month.
Service credits
If we do not meet the guaranteed uptime, you may be eligible for service credits as follows:
| Uptime in the month | Service credit of the monthly fee for the affected service |
|---|---|
| 97% to 97.9% | 10% |
| 96% to 96.9% | 20% |
| 95% to 95.9% | 30% |
| Below 95% | 50% |
Support response targets
These targets are for SIP trunking, by plan. A response time is how long we take to reply to your request. It is not the time to fix the problem, which depends on the incident.
| SIP trunking plan | Response target |
|---|---|
| Electron | 4 hours |
| Atom | 4 hours |
| Molecule | 1 hour |
For other products, support terms are in your plan or contract. Round-the-clock support is an optional service billed separately.
Work out your credit
Move the slider or pick a band to see the downtime and the credit for your monthly fee. Indicative only: the final credit is confirmed when we review your request.
- Downtime this month
- 18h 0m
- Service credit
- 10%
- Credit amount
- RM 100.00
Exclusions
Our uptime guarantee does not include periods of unavailability due to:
Scheduled maintenance
Planned maintenance activities that are communicated to you in advance.
Force majeure events
Events outside our reasonable control, including but not limited to natural disasters, acts of terrorism, and other unforeseeable events.
Customer actions
Downtime caused by actions or inactions of the customer, including but not limited to configurations, integrations, or usage that is not in accordance with the provided guidelines.
Request window
Request for service credits: to receive service credits, you must request them within 30 days from the date of the downtime incident. Requests made after this period will not be eligible for credits.
To request service credits, please contact our support team with the following details:
- The dates and times of the downtime.
- A brief description of the incident.
- Any relevant logs or evidence supporting the downtime claim.
Our team will review your request and respond within 10 business days.
Contact us
For any questions or additional information regarding our Service Level Guarantee, please contact our support team by email at support@orencloud.com.
Thank you for choosing ORENCloud Sdn Bhd. We are dedicated to providing you with the best service possible and look forward to supporting your business needs.
See how we keep the platform up
Two accredited data centres, paired servers, layered firewalls and round-the-clock monitoring.