{"id":7445,"date":"2026-07-31T20:32:41","date_gmt":"2026-07-31T20:32:41","guid":{"rendered":"https:\/\/lp-stagingindolat.on-forge.com\/?page_id=7445"},"modified":"2026-08-08T09:49:26","modified_gmt":"2026-08-08T02:49:26","slug":"sla","status":"publish","type":"page","link":"https:\/\/indolat.com\/en\/sla\/","title":{"rendered":"Service Level Agreement (SLA)"},"content":{"rendered":"

1. Introduction<\/h2>\n\n\n\n

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)<\/strong>, starting from the 1st to the last day of each month, based on the time zone WIB (UTC+7).<\/p>\n\n\n\n

<\/div>\n\n\n\n

2. Definition<\/h2>\n\n\n\n
Term<\/strong><\/th>DEFINITION<\/strong>I<\/th><\/tr><\/thead>
Uptime<\/strong><\/td>The percentage of time at which the service is accessible and functioning normally in a calendar month.<\/td><\/tr>
Downtime<\/strong><\/td>The period in which the service is not accessible to the user, excluding the downtime exception.<\/td><\/tr>
scheduled maintenance<\/strong><\/td>Routine maintenance that has been previously announced through official notifications to users.<\/td><\/tr>
Incident<\/strong><\/td>Disruption or degradation of services that affect the platform's functionality significantly.<\/td><\/tr>
Service Credit<\/strong><\/td>Compensation in the form of extension of service provided if the SLA is not met.<\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n\n
<\/div>\n\n\n\n

3. Monthly Uptime Guarantee<\/h2>\n\n\n\n

Here is the guarantee of the monthly uptime and maximum estimation of the allowed downtime for each service pack:<\/p>\n\n\n\n

3.1 Regular Package<\/h3>\n\n\n\n
Component<\/th>Standard<\/th>Professional<\/th>ENTERPRISE<\/th><\/tr><\/thead>
UPTIME GUARANTEE<\/strong><\/td>95%<\/td>99%<\/td>99.9%<\/td><\/tr>
max. Downtime \/ month<\/strong><\/td>36 hours<\/td>7.2 hours<\/td>43.8 minutes<\/td><\/tr>
Maintenance notification<\/strong><\/td>H-3<\/td>H-5<\/td>H-7<\/td><\/tr>
Maintenance during exams<\/strong><\/td>may happen<\/td>Be avoided<\/td>not done<\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n\n

3.2 Subscription Package<\/h3>\n\n\n\n
Component<\/th>Standard<\/th>essential<\/th>Professional<\/th>ENTERPRISE<\/th><\/tr><\/thead>
UPTIME GUARANTEE<\/strong><\/td>95%<\/td>99%<\/td>99%<\/td>99.9%<\/td><\/tr>
max. Downtime \/ month<\/strong><\/td>36 hours<\/td>7.2 hours<\/td>7.2 hours<\/td>43.8 minutes<\/td><\/tr>
Maintenance notification<\/strong><\/td>H-3<\/td>H-5<\/td>H-5<\/td>H-7<\/td><\/tr>
Maintenance during exams<\/strong><\/td>may happen<\/td>Be avoided<\/td>Be avoided<\/td>not done<\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n\n
<\/div>\n\n\n\n

4. Technical Support & Response Time<\/h2>\n\n\n\n

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.<\/p>\n\n\n\n

Channel & Response<\/th>Standard<\/th>Professional \/ Essential \/ Routine<\/th>Enterprise \/ Intensive<\/th><\/tr><\/thead>
Community (Telegram)<\/strong><\/td>\u2713<\/td>\u2713<\/td>\u2713<\/td><\/tr>
Enamel<\/strong><\/td>\u2014<\/td>\u2713<\/span><\/td>\u2713<\/td><\/tr>
Live Chat<\/strong><\/td>\u2014<\/td>\u2014<\/td>\u2713<\/td><\/tr>
Phone \/ Whatsapp<\/strong><\/td>\u2014<\/td>\u2014<\/td>\u2713<\/td><\/tr><\/tbody>
Critical incident response<\/strong><\/td>24 hours<\/td>4 hours<\/td>1 hour<\/td><\/tr>
Non-critical incident response<\/strong><\/td>48 hours<\/td>12 hours<\/td>4 hours<\/td><\/tr>
Operational hour<\/strong><\/td>working days<\/td>working days<\/td>24\/7<\/td><\/tr><\/tfoot><\/table><\/figure>\n\n\n\n
<\/div>\n\n\n\n

5. Service credit (service credit)<\/h2>\n\n\n\n

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.<\/p>\n\n\n\n

Monthly actual uptime<\/th>Service Credit<\/th><\/tr><\/thead>
< SLA target up to 1% below target<\/td>3 days extension<\/td><\/tr>
1%\u20135% below the SLA target<\/td>7 days extension<\/td><\/tr>
> 5% below the SLA target<\/td>14 days extension<\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n\n
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Credit Application Terms<\/h6>\n\n\n\n