Service Level Agreement

Service Level Agreement (SLA) AkenPro Online menetapkan komitmen measurable untuk availability, response time, backup, dan maintenance layanan Enterprise ERP & POS cloud. SLA ini berlaku untuk paket Business dan Enterprise kecuali disepakati custom SLA dalam kontrak terpisah.

1. Jam Support

Tim support AkenPro available pada hari kerja Senin–Jumat, 08:30–17:30 WIB. Tiket dibuat di luar jam operasional akan queued dan processed mulai hari kerja berikutnya pukul 08:30.

Monitoring infrastruktur cloud critical systems dilakukan 24/7/365. Alert otomatis ke on-call engineer untuk downtime Critical tanpa menunggu jam operasional.

WhatsApp support (+62 822 9806 9969) active selama jam operasional. Email [email protected] monitored continuously dengan auto-reply confirmation.

Customer Portal tiket system available 24/7 untuk submit, track, dan eskalasi issue.

2. Response Time

Response time adalah waktu dari tiket created/escalated hingga first meaningful response dari engineer AkenPro (bukan auto-reply). Dihitung dalam jam kerja kecuali Critical priority.

Critical priority response 24/7 including weekends and holidays. High/Medium/Low calculated within business hours only.

Priority level ditentukan oleh Pelanggan saat create tiket dan may be adjusted by AkenPro support team based on actual impact assessment.

3. Availability — 99.9% Uptime

AkenPro commit to 99.9% monthly uptime for cloud ERP/POS platform, equivalent to maximum 43.8 minutes downtime per month (excluding scheduled maintenance).

Uptime calculated as: (Total minutes in month - Downtime minutes) / Total minutes in month × 100%. Downtime defined as inability to login, process transaction, or access API for majority users.

Scheduled maintenance excluded from downtime calculation if notified 48 hours in advance. Emergency maintenance for critical security patches excluded if downtime < 30 minutes.

Service credit for SLA breach: 99.0–99.9% = 5% monthly fee credit, 95.0–99.0% = 10% credit, <95.0% = 25% credit. Claim via Customer Portal within 30 days of month end.

4. Daily Backup

Automated daily backup all tenant databases at 02:00 WIB with 30-day rolling retention. Backup stored geo-redundant (minimum 2 availability zones).

Backup integrity verified weekly via automated restore test to isolated environment. Test results logged and available for Enterprise audit request.

Point-in-time recovery (PITR) available for Enterprise package with 6-hourly backup granularity and 90-day retention.

Restore request SLA: database restore < 4 jam kerja, full tenant restore < 24 jam kerja from ticket approval.

5. Scheduled Maintenance Notice

Scheduled maintenance communicated minimum 48 hours before via: (a) email to registered admin contacts, (b) banner notification Customer Portal, (c) status page updates.

Maintenance window preference: 22:00–04:00 WIB (low traffic period). Maximum planned downtime per maintenance event: 2 hours.

Emergency security maintenance may proceed with minimum 2-hour notice if exploit actively targeted. Post-maintenance report provided within 24 hours for Enterprise customers.

Maintenance calendar published quarterly di Customer Portal > Status > Maintenance Schedule. Pelanggan Enterprise dapat request maintenance window adjustment with 7-day notice.

6. Kontak & Eskalasi SLA

SLA breach eskalasi: Customer Portal > Escalate | [email protected] (subject: "SLA ESCALATION") | WhatsApp +62 822 9806 9969

SLA report monthly available di Customer Portal untuk paket Enterprise. Custom SLA reporting available upon request.

Terakhir diperbarui: 28 Juni 2026