SERVICE LEVEL AGREEMENT (SLA) PT LAPAK REGISTAR MURAH – APIKU.ID

Welcome to the website of Apiku.id, known under the trademark “PT Lapak Registar Murah”. Please read carefully the SERVICE LEVEL AGREEMENT (SLA) below before using our services. By accessing or using Apiku.id services, you expressly acknowledge that you have read, understood, and fully agreed to these SERVICE LEVEL AGREEMENT (SLA) Conditions.

SERVICE LEVEL AGREEMENT (SLA)

Updated: Agustus 01, 2025

Please read these carefully before using Our Service.

Definitions

  1. Definisi Penyedia Layanan: PT Lapak Registar Murah, pemilik layanan digital Apiku.id. Pelanggan: Individu atau perusahaan pengguna layanan Apiku.id. Layanan: Penyediaan layanan hosting, domain, server VPS, dedicated server, API, dan layanan digital lainnya. Uptime: Periode layanan dapat diakses pelanggan. Downtime: Periode layanan tidak dapat diakses pelanggan.
  2. Komitmen Jaminan Uptime PT Lapak Registar Murah berkomitmen terhadap tingkat ketersediaan layanan sebagai berikut:
  • Shared Hosting: minimal 98.5% uptime per bulan.
  • VPS dan Dedicated Server: minimal 99.95% uptime per bulan.

Jika uptime kurang dari ketentuan di atas, pelanggan berhak atas kompensasi:

  • Shared Hosting: 10% kredit layanan bulan berikutnya.
  • VPS/Dedicated Server: Hingga 25% kredit layanan jika downtime melebihi 3 jam kumulatif dalam sebulan.
  1. Dukungan Teknis Support Standar:
  • Kanal: WhatsApp, Email, Tiket.
  • Waktu Tanggap: Maksimal 6 jam untuk laporan non-kritis.

Support Premium:

  • Kanal Prioritas dengan Tim Dedicated Support.
  • Waktu Tanggap: Maksimal 2 jam (24/7 termasuk hari libur).
  • Layanan konsultasi teknis lanjutan tersedia atas permintaan pelanggan Premium.
  1. Pemeliharaan Sistem
  • Jadwal pemeliharaan rutin akan diinformasikan minimal 24 jam sebelumnya melalui dashboard pelanggan dan email.
  • Pemeliharaan darurat akan diinformasikan sesegera mungkin.
  • Downtime karena pemeliharaan terjadwal tidak dihitung dalam SLA uptime.
  1. Eskalasi dan Pelaporan Pelanggaran SLA dapat dilaporkan melalui email: support@apiku.id atau dashboard pelanggan. Setiap laporan akan ditindaklanjuti maksimal dalam 7 hari kerja. 
  2. Batasan, SLA tidak mencakup gangguan yang disebabkan oleh:
  • Force majeure (bencana alam, kerusuhan, perang).
  • Kesalahan atau penyalahgunaan layanan oleh pelanggan.
  • Gangguan akibat layanan atau aplikasi pihak ketiga.
  • Gangguan ISP, datacenter, atau line core jaringan utama yang berada di luar kendali operasional PT Lapak Registar Murah, kecuali penyebab gangguan merupakan tanggung jawab langsung dari mitra ISP atau datacenter yang dipilih oleh Apiku.id.
  1. Ketentuan Akhir
  • SLA ini berlaku untuk semua pelanggan Apiku.id.
  • Untuk pelanggan korporasi, ketentuan SLA khusus dapat dinegosiasikan secara terpisah.
  • PT Lapak Registar Murah berhak mengubah ketentuan SLA dengan pemberitahuan minimal 7 hari sebelumnya.

Demikian SLA ini dibuat untuk memastikan kualitas layanan yang optimal dan transparansi terhadap pelanggan.

English Version

SERVICE LEVEL AGREEMENT (SLA) PT LAPAK REGISTAR MURAH – APIKU.ID

Definitions

  1. Definitions Service Provider: PT Lapak Registar Murah, owner of the digital service Apiku.id. Customer: Individuals or companies using Apiku.id services. Services: Provision of hosting services, domains, VPS servers, dedicated servers, APIs, and other digital services. Uptime: Period during which the service is accessible to customers. Downtime: Period during which the service is not accessible to customers.
  2. Uptime Commitment PT Lapak Registar Murah is committed to the following service availability levels:
  • Shared Hosting: minimum 98.5% uptime per month.
  • VPS and Dedicated Server: minimum 99.95% uptime per month.

  • If uptime falls below these levels, customers are entitled to compensation:

    • Shared Hosting: 10% service credit for the following month.
    • VPS/Dedicated Server: Up to 25% service credit if downtime exceeds a cumulative 3 hours in a month.
  1. Technical Support Standard Support:
  • Channels: WhatsApp, Email, Tickets.
  • Response Time: Maximum 6 hours for non-critical reports.

  • Premium Support:

    • Priority Channels with Dedicated Support Team.
    • Response Time: Maximum 2 hours (24/7 including holidays).
    • Advanced technical consultation services available upon Premium customer request.
  1. System Maintenance
  • Routine maintenance schedules will be communicated at least 24 hours in advance via the customer dashboard and email.
  • Emergency maintenance will be communicated as soon as possible.
  • Downtime due to scheduled maintenance is not counted in SLA uptime.
  1. Escalation and Reporting SLA violations can be reported via email: SLA@apiku.id or customer dashboard. Each report will be responded to within a maximum of 7 working days.
  2. SLA Limitations The SLA does not cover disruptions caused by:
  • Force majeure (natural disasters, riots, war).
  • Customer errors or misuse of services.
  • Disruptions caused by third-party services or applications.
  • ISP disruptions, datacenter issues, or main network line core issues outside the operational control of PT Lapak Registar Murah, unless the cause of disruption is directly attributable to ISP or datacenter partners selected by Apiku.id.
  1. Final Provisions
  • This SLA applies to all Apiku.id customers.
  • For corporate customers, specific SLA terms can be negotiated separately.
  • PT Lapak Registar Murah reserves the right to amend SLA terms with a minimum of 7 days prior notice.

This SLA is established to ensure optimal service quality and transparency for customers.

Contact Us

If you have any questions about these SERVICE LEVEL AGREEMENT (SLA), You can contact us.

Thank you for choosing Apiku.id as your hosting and domain service provider.