These SLA Terms ("SLA") form part of the agreement between PT. Digicorp Solusi Internasional ("Digicorp") and the Client for the provision of managed IT services. They define service-level commitments, measurement methodology, and remedies for non-compliance.
The specific service tiers and commitments applicable to a Client are confirmed in the Service Order. Where the Service Order specifies different targets, those targets prevail over the defaults in this SLA.
Digicorp operates the following support tiers:
The applicable support window for a Client is specified in the Service Order.
| Priority | Definition | Examples |
|---|---|---|
| P1 Critical | Complete service outage or severe degradation affecting all or the majority of users; significant business impact with no workaround | Core network down, server cluster failure, security breach, total VPN loss |
| P2 High | Significant impact on a group of users or a business-critical function; workaround may be available but is inadequate | Key application intermittent, backup failure, firewall policy error, partial connectivity loss |
| P3 Medium | Limited impact affecting individual users or non-critical systems; acceptable workaround exists | Single user unable to connect, printer offline, email delay, non-critical service degraded |
| P4 Low | Minimal or no immediate impact; informational requests, how-to questions, and scheduled change requests | New user setup, software installation, configuration change request, documentation query |
Response time — time from ticket submission to a Digicorp engineer acknowledging the incident.
Resolution target — target time to restore service or deliver a confirmed fix. Complex issues may require a workaround first, with a permanent fix scheduled separately.
| Priority | Response Time | Resolution Target | Applies During |
|---|---|---|---|
| P1 Critical | 15 minutes | 4 hours | 24/7 |
| P2 High | 1 hour | 8 business hours | 24/7 (response) / BH (resolution) |
| P3 Medium | 4 business hours | 3 business days | Business Hours |
| P4 Low | 1 business day | 5 business days | Business Hours |
Resolution targets assume Client provides timely cooperation and access. Time spent waiting for Client response is excluded from resolution-time calculations.
For managed infrastructure services, Digicorp commits to the following monthly uptime targets, measured on a rolling calendar-month basis:
| Service Tier | Monthly Uptime Target | Max Allowed Downtime / Month |
|---|---|---|
| Standard Managed | 99.5% | ~3 hours 39 minutes |
| Premium Managed | 99.9% | ~43 minutes |
| Mission Critical | 99.95% | ~21 minutes |
Uptime is calculated as: ((Total Minutes in Month − Unplanned Downtime Minutes) / Total Minutes in Month) × 100. Scheduled maintenance windows (agreed in advance) are excluded from downtime calculations.
Incidents may be reported via:
If a P1 incident is not acknowledged within 15 minutes or a P2 is not acknowledged within 1 hour, Client may escalate by calling the critical line. Unresolved P1 incidents exceeding 2 hours automatically escalate to Digicorp's senior engineering lead.
For P1 and P2 incidents, Digicorp will provide status updates at minimum every 60 minutes until resolution. A written incident report (root-cause analysis) will be delivered within 5 business days of P1 resolution.
Where Digicorp fails to meet the uptime commitment in Section 5 due to causes within Digicorp's reasonable control, Client may claim service credits as follows:
| Monthly Uptime Achieved | Credit (% of Monthly Fee for Affected Service) |
|---|---|
| 99.0% – < SLA target | 10% |
| 98.0% – < 99.0% | 20% |
| 95.0% – < 98.0% | 30% |
| < 95.0% | 50% |
Credits must be claimed in writing within 30 days of the month in which the failure occurred. Credits are applied as a deduction against the next invoice and represent the sole financial remedy for SLA misses. Maximum aggregate credits in any calendar month shall not exceed 50% of the monthly fee for the affected service.
SLA commitments do not apply to downtime or degradation caused by:
To enable Digicorp to meet its SLA commitments, Client agrees to:
Digicorp provides the following standard reports:
SLA targets are reviewed at each annual contract renewal or upon significant change in the managed environment. Digicorp may update these SLA Terms with at least 30 days' written notice. Where changes materially reduce protections, Client may terminate the affected Service Order with 30 days' notice without early-termination penalty.
Questions about your SLA? Contact your dedicated account engineer or email helpdesk@digicorp.co.id.
