1. Introduction

This Service Level Agreement (“SLA”) document is an official agreement between PT Indolat Digital Teknologi (“service providers) and customers (“users') that regulate commitments Service level for the Indolat CBT computer-based exam platform. This SLA applies to all available service packages, both regular packages and subscription packages.

The SLA measurement period is calculated Monthly (per calendar month), starting from the 1st to the last day of each month, based on the time zone WIB (UTC+7).

2. Definition

Term	DEFINITIONI
Uptime	The percentage of time at which the service is accessible and functioning normally in a calendar month.
Downtime	The period in which the service is not accessible to the user, excluding the downtime exception.
scheduled maintenance	Routine maintenance that has been previously announced through official notifications to users.
Incident	Disruption or degradation of services that affect the platform's functionality significantly.
Service Credit	Compensation in the form of extension of service provided if the SLA is not met.

3. Monthly Uptime Guarantee

Here is the guarantee of the monthly uptime and maximum estimation of the allowed downtime for each service pack:

3.1 Regular Package

Component	Standard	Professional	ENTERPRISE
UPTIME GUARANTEE	95%	99%	99.9%
max. Downtime / month	36 hours	7.2 hours	43.8 minutes
Maintenance notification	H-3	H-5	H-7
Maintenance during exams	may happen	Be avoided	not done

3.2 Subscription Package

Component	Standard	essential	Professional	ENTERPRISE
UPTIME GUARANTEE	95%	99%	99%	99.9%
max. Downtime / month	36 hours	7.2 hours	7.2 hours	43.8 minutes
Maintenance notification	H-3	H-5	H-5	H-7
Maintenance during exams	may happen	Be avoided	Be avoided	not done

4. Technical Support & Response Time

The response time is calculated since the support ticket is received by the system. Priority is determined based on the level of impact on exam operations.

Channel & Response	Standard	Professional / Essential / Routine	Enterprise / Intensive
Community (Telegram)	✓	✓	✓
Enamel	—	✓	✓
Live Chat	—	—	✓
Phone / Whatsapp	—	—	✓
Critical incident response	24 hours	4 hours	1 hour
Non-critical incident response	48 hours	12 hours	4 hours
Operational hour	working days	working days	24/7

5. Service credit (service credit)

If the service provider fails to meet the monthly uptime guarantee, the user has the right to apply for a service credit in the form of an extension of the package's active period. Credit is calculated based on the difference between the actual uptime and the guaranteed uptime.

Monthly actual uptime	Service Credit
< SLA target up to 1% below target	3 days extension
1%–5% below the SLA target	7 days extension
> 5% below the SLA target	14 days extension

6. Service Credit (Service Credit)

the following conditions not calculated As a downtime in the monthly SLA calculation:

• scheduled maintenance — Maintenance that has been previously announced according to the notification time that applies to each package.
• Force majeure — Natural disasters, wars, government policies, large-scale cyberattacks, or other force majeures that are beyond the control of the service provider.
• Third party interference — Failure of Cloud, ISP, DNS, or CDN infrastructure providers used by service providers.
• user action — misconfiguration, misuse of the service, or actions that violate the Terms and Conditions by the User.
• Emergency update — Urgent security patches that must be implemented immediately to protect the integrity of the platform and user data.

7. Uptime Calculation Method

Monthly uptime is calculated using the following formula:

SLA target	Total minutes / month (30 days)	max. Downtime	Min. Uptime
95%	43.200	2,160 minutes (36 hours)	41,040 minutes
99%	43.200	432 minutes (7.2 hours)	42,768 minutes
99.9%	43.200	43.2 minutes	43,156.8 minutes

8. Incident escalation procedure

If the incident is not handled within the promised response time, the user may escalate through the following steps:

Level	Canal	Escalation time
Level 1	Technical support team via email or live chat	Immediately after the incident was detected
Level 2	technical team supervisor via [email protected]	If there is no response in 2× SLA response time
Level 3	Operational Management via [email protected]	If there is no resolution in 4× SLA response time

9. Reporting & Transparency

• All major incidents will be documented in Post-mortem report which includes analysis of the root of the problem and preventive measures.
• The service provider will provide Service status report publicly accessible through the official status page.
• Enterprise and intensive package users are entitled to receive Monthly uptime report automatically via email.

10. SLA Document Change

The Service Provider has the right to change the provisions of this SLA with a minimum written notice 30 calendar daysbefore the change takes effect. Material changes will be submitted via email to all active customers. Continuous use of the Services after the changes take effect is considered acceptance of the new terms.

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Contact Us

For inquiries regarding this Service Level Agreement, Service Credit Application, or Incident Escalation, please contact: