1. Overview #
This Service Level Agreement (SLA) outlines the service levels, responsibilities, and guarantees for the Algobash assessment platform. Algobash commits to providing high-quality, reliable service to our customers.
2. Service Availability #
Algobash commits to maintaining at least 99% uptime for the Algobash Assessment Platform over a calendar month, excluding scheduled maintenance and events beyond our control (force majeure events).
3. Service Categories and Response Times #
| Service Category | Description | Response Time | Resolution Time |
| Critical Incident | Complete platform outage or critical function unavailable, severely impacting all users. | < 1 hours | 4 hours |
| High Priority Incident | Major functionality is impaired, significantly affecting many users. | < 4 hours | 8 hours |
| Medium Priority Incident | Service is operational but with degraded performance or partial issues. | < 12 hours | 1 business day |
| Low Priority Incident | Minor issues that do not significantly impact usage, such as UI bugs. | < 1 business day | 2 business day |
| Service Request | Non-urgent requests such as feature requests or information inquiries. | < 2 business day | 5 business day |
| Scheduled Maintenance | Regularly planned maintenance activities. | Notification at least 48 hours in advance | Duration as specified in the notification |
4. Scheduled Maintenance #
- Scheduled maintenance will be performed during low-usage periods to minimize disruptions
- Customers will be notified at least 48 hours in advance of any scheduled maintenance activities.
- Maintenance durations will be specified in the notification sent to customers.
5. Incident Reporting and Support #
Customers can report incidents or request support through the following channels:
- Email to info@algobash.com
- Live Chat or WhatsApp Support is available from Monday to Friday (08:00 – 18:00 GMT+7) excluding public holidays in Indonesia.
6. Penalties and Refunds #
Penalties and refunds outlined in the contract between Algobash and the customer party have already been specified.
7. Exclusions #
- Caused by factors outside of Algobash’s reasonable control (e.g., natural disasters, internet outages).
- That resulted from any actions or inactions of the customer or any third parties.
- That resulted from the customer’s equipment or third-party equipment, not within Algobash’s control.
- During scheduled maintenance period
8. Changes #
This SLA will be reviewed annually and may be updated to reflect changes in services, policies, or other relevant factors. Customers will be notified of any changes at least 30 days in advance.
