Service Level Agreement
What we commit to for the hosted BizConnect.id service: how quickly we respond, how available the service is, and what you receive when we fall short.
1. Scope
This Service Level Agreement (SLA) applies to the hosted BizConnect.id service operated by Aiconec. On-premise deployments are covered by their own contract and are outside this document.
In this document, a workspace means a customer's ERP site on the hosted service. Business hours are Monday to Friday, 09:00–18:00 Western Indonesia Time (WIB). A business day is any Monday to Friday.
2. Support tiers
Each plan carries a support tier. The tier sets the support channels, the hours we are reachable, how quickly we first respond, and the monthly uptime target.
| Tier | Plan | Channels | Hours | First response | Severity 1 response | Uptime target |
|---|---|---|---|---|---|---|
| Standard | Legacy plans | Business hours | 1 business day | 1 business day | 99.5% | |
| Priority | Professional | Email, WhatsApp | Business hours | 4 business hours | 2 hours, during business hours | 99.9% |
| SLA | Enterprise | Email, WhatsApp, dedicated account manager | Business hours | As set in the Enterprise contract | 1 hour, during business hours | 99.9% |
- The SLA tier also includes a dedicated account manager and a quarterly service review.
- Response times count from the moment a request reaches a support channel listed for the tier. First response means a reply from a person who has started work on the request, not an automatic acknowledgement.
- Uptime targets are measured per calendar month, as described in section 4.
3. Severity levels
Each request is assigned a severity when it arrives.
| Level | Definition |
|---|---|
| Severity 1 | The service is unavailable, or data is lost, for all users of the workspace. |
| Severity 2 | A major function is unusable and no workaround exists. |
| Severity 3 | A minor function is affected, or a workaround exists. |
| Severity 4 | A question or a request. |
4. Uptime measurement
Availability is measured by HTTP checks every 60 seconds from a monitoring service that runs outside the application environment. Results are published on the status page. Status page →
Monthly uptime is the number of successful checks divided by the total number of checks in the calendar month, excluding scheduled maintenance (section 6).
5. Service credits
If monthly uptime for a workspace falls below the target for its tier, the customer is entitled to a credit, calculated as a percentage of that month's subscription fee for the affected workspace.
| Monthly uptime | Credit |
|---|---|
| Below the tier target, but at or above 99.0% | 10% |
| Below 99.0%, but at or above 95.0% | 25% |
| Below 95.0% | 50% |
How to claim
- Claim by email to hello@bizconnect.id within 30 days of the end of the month concerned. State the workspace and the month.
- We verify the claim against our monitoring records and apply the credit to the next invoice.
- The total credit for a month is capped at 50% of that month's subscription fee for the workspace.
- Service credits are the sole and exclusive remedy for any failure to meet the uptime target.
6. Exclusions
The following are not counted as downtime and do not qualify for service credits:
- Scheduled maintenanceAnnounced at least 48 hours in advance, limited to 4 hours per month, and normally carried out Saturday 22:00 – Sunday 02:00 WIB.
- Emergency security maintenanceUnscheduled work needed to close a security vulnerability.
- Customer-caused issuesCustomisations, integrations, misuse of the service, or exceeding the limits of the plan.
- Third-party servicesFailures of the payment gateway, the door-access provider, email delivery, or AI model providers.
- Force majeureEvents beyond our reasonable control.
- Suspension for non-paymentTime during which the workspace is suspended because the subscription is unpaid.
7. Backups and recovery
| Item | Commitment |
|---|---|
| Backup frequency | Daily |
| Encryption | Backups are encrypted |
| Storage location | Copied to object storage in Singapore |
| Retention | 30 days |
| Recovery point objective (RPO) | 24 hours |
| Recovery time objective (RTO) | 8 hours (Standard and Priority), 4 hours (SLA) |
RPO is the maximum amount of data, measured in time, that may be lost in a recovery. RTO is the maximum time to restore the workspace after we confirm a Severity 1 incident that requires a restore from backup.