• NEWPAGES's Service Level Agreement sets out the performance you can expect from us. To the maximum extent applicable under Malaysia's law and without affecting your rights as a Consumer, this SLA is your sole and exclusive remedy for downtime, or any network, software, hardware or Equipment failure.
SCOPE OF SLA

SERVER UPTIME	99.5%
NETWORK UPTIME	99.5%
NEWPAGES CMS	99.5%

* Yearly basis
• For each 0.1% Uptime lost below the guaranteed number, the customer will be compensated with 20X amount of total downtime in renewal credit.

Example:

Total Downtime	Yearly Subscription	Renewal Credit
600 min	RM5000/year (RM0.0095/min)	(5000/365/24/60)*600*20 =RM114.15



• The following events do not count towards our calculation of uptime:
  • Scheduled maintenance.
  • Emergency maintenance, hardware, and software failure remedied under 2 hours.
  • Interruption with any add-on service that relies on the 3rd party provider included but not limited to Facebook, Whatsapp, Waze, Google, Cloudflare, Payment Gateway Services.
  • Downtime caused by DNS propagation.
  • Distributed denial of service (DDOS) attacks, hacker attacks, and other similar events.
  • Downtime caused by you, your own configuration.
  • Downtime caused by your violation of these TOS or any other policy announced on our website.
  • Force majeure or any event beyond our control.
  • Email or webmail delivery and transmission.
  • Legal Actions - In the case that legal action is taken against a customer of NEWPAGES and NEWPAGES is required to act in accordance with the order, NEWPAGES shall not be responsible for any SLA compensation/damage.
  • Outages elsewhere on the Internet that hinder access to your account/website. NEWPAGES is not responsible for browser or DNS caching that may make your site appear inaccessible when others can still access it.
• Our calculation of network availability is based on our internal records. We will not accept third-party reports as evidence that you are entitled to compensation under this SLA.