At ORENCloud Sdn Bhd, we are committed to providing reliable and high-quality service to our customers. Our Service Level Guarantee (SLG) ensures that you receive the performance and support you need to run your business smoothly. The details of our SLG are outlined below:

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.

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.

Service Credits

In the event that we do not meet the guaranteed uptime, you may be eligible for service credits as follows:

• 97% to 97.9% Uptime: 10% service credit of the monthly fee for the affected service.
• 96% to 96.9% Uptime: 20% service credit of the monthly fee for the affected service.
• 95% to 95.9% Uptime: 30% service credit of the monthly fee for the affected service.
• Below 95% Uptime: 50% service credit of the monthly fee for the affected service.

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:

• Email: [email protected]

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.