Service Level Agreement (SLA)

Service Level Agreement (SLA)

PT Divistant Teknologi Indonesia (trading as "Divistant")

Last Updated: February 24, 2026

This document outlines Divistant's standard Service Level Agreement terms. Specific SLA commitments may be tailored per engagement and formalized in individual service contracts.

1. Introduction

This Service Level Agreement ("SLA") defines the service levels, performance standards, and support commitments that PT Divistant Teknologi Indonesia ("Divistant") provides to its clients across our service offerings. This SLA applies to all active service agreements unless superseded by specific terms in an individual contract.

2. Scope of Services

This SLA covers the following Divistant service categories:

1. SaaS Products & Cloud Platforms: Hosted applications and cloud-based solutions operated by Divistant
2. Managed Services: Ongoing management, monitoring, and maintenance of client IT infrastructure and applications
3. System Integration: Implementation, deployment, and integration of software solutions
4. IT Consulting: Advisory and consulting engagements

Specific service scope, deliverables, and any deviations from this standard SLA are defined in each client's individual Service Agreement or Statement of Work (SOW).

3. Service Availability

Divistant commits to the following standard availability targets for our hosted services:

Uptime Calculation: Uptime percentage is calculated as: ((Total Minutes in Month - Downtime Minutes) / Total Minutes in Month) × 100. Downtime is measured from the time the service becomes unavailable until it is restored, as confirmed by our monitoring systems.

Exclusions: The following are not counted as downtime:

1. Scheduled maintenance windows (communicated at least 48 hours in advance)
2. Force majeure events (natural disasters, government actions, etc.)
3. Issues caused by client-side factors (network, hardware, configuration)
4. Third-party service outages beyond Divistant's control
5. Client-requested changes or maintenance

4. Support Response Times

Divistant provides tiered support based on incident severity:

Support Hours:

1. Standard Support: Monday – Friday, 09:00 – 18:00 WIB (UTC+7), excluding Indonesian public holidays
2. Extended Support: Monday – Saturday, 08:00 – 22:00 WIB (available for Professional and Enterprise tiers)
3. 24/7 Support: Available for Enterprise tier clients for Critical (P1) and High (P2) incidents

5. Support Channels

Clients can reach our support team through the following channels:

1. Client Portal: Ticketing system for tracking and managing support requests (recommended)
2. Email: Support email as provided in your Service Agreement
3. Phone: Dedicated support line for P1/P2 incidents (Professional and Enterprise tiers)
4. Chat: Real-time chat support during support hours

6. Scheduled Maintenance

To ensure optimal performance and security, Divistant performs regular maintenance:

1. Maintenance Window: Standard maintenance is scheduled during off-peak hours (typically Saturday 22:00 – Sunday 06:00 WIB)
2. Advance Notice: Clients are notified at least 48 hours before scheduled maintenance
3. Emergency Maintenance: In cases of critical security patches or urgent fixes, emergency maintenance may be performed with as much advance notice as reasonably possible
4. Zero-Downtime Deployments: We strive to perform updates with zero or minimal downtime using rolling deployments where technically feasible

7. Performance Monitoring

Divistant continuously monitors service performance:

1. Infrastructure Monitoring: 24/7 automated monitoring of servers, networks, and application health
2. Alerting: Automated alerts trigger incident response procedures for service degradation
3. Performance Metrics: Key metrics including response time, throughput, error rates, and resource utilization are tracked continuously
4. Status Page: Service status information is available to clients through our client portal

8. Service Credits

If Divistant fails to meet the applicable uptime commitment, eligible clients may receive service credits as follows:

Credit Terms:

1. Service credits must be requested within 30 days of the month in which the SLA was not met
2. Credits are applied to the next billing cycle and are not redeemable for cash
3. Maximum total credit per month shall not exceed 30% of the monthly service fee for the affected service
4. Credits are the sole and exclusive remedy for SLA breaches, unless otherwise specified in the Service Agreement

9. Data Backup & Recovery

As part of our standard service commitment:

1. Automated Backups: Daily automated backups of all client data
2. Backup Retention: Minimum 30-day backup retention (longer retention available per agreement)
3. Recovery Point Objective (RPO): Standard RPO of ≤ 24 hours
4. Recovery Time Objective (RTO): Standard RTO of ≤ 4 hours for critical systems
5. Backup Encryption: All backups are encrypted in transit and at rest

For more details on our resilience strategy, see our Business Continuity & Disaster Recovery page.

10. Escalation Procedures

If you are not satisfied with the progress of an issue, you may escalate through the following levels:

Escalation contacts are provided in your individual Service Agreement.

11. Client Responsibilities

To ensure optimal service delivery, clients are expected to:

1. Provide timely and accurate information needed for issue resolution
2. Designate authorized contacts for support and escalation
3. Maintain secure credentials and follow recommended security practices
4. Apply recommended updates and configurations in a timely manner
5. Report issues promptly through the designated support channels
6. Comply with the Acceptable Use Policy

12. Reporting & Reviews

1. Monthly Reports: Uptime statistics, incident summaries, and support metrics are provided monthly (Professional and Enterprise tiers)
2. Quarterly Reviews: Service review meetings to discuss performance, improvements, and roadmap (Enterprise tier)
3. Post-Incident Reports: Detailed root cause analysis reports are provided for P1 and P2 incidents

13. SLA Modifications

This standard SLA may be updated periodically. Changes are communicated to active clients at least 30 days in advance. For clients with individual Service Agreements, any SLA changes require mutual written agreement.

14. Contact Information

For questions about this SLA or to discuss service level requirements for your engagement:

1. Sales & Partnerships: divistant.com/contacts
2. Support: Via your designated support channel or client portal
3. Company: PT Divistant Teknologi Indonesia, Jakarta, Indonesia