SERVICE LEVEL AGREEMENT
What you can hold us to, in writing.
SLA effective from your subscription start date. Tier-by-tier uptime, first-response, resolution targets and service credits. Verifiable against the public status page at status.onset.my.
We post incidents within 15 minutes of detection (SEV1 / SEV2) and publish blameless postmortems within 7 days. Credit requests processed within 30 days; applied to the following month's invoice.
- Status: 99.97% rolling 90d
- Postmortem ≤ 7 days
- Credit auto-apply
- PDPA-aligned
FOUR TIERS · ONE TABLE
Uptime, response, resolution, credits.
| Tier | Uptime | First response | Resolution target | Service credits |
|---|---|---|---|---|
| Starter (à la carte modules) | 99.5% | Next business day | Best-effort | None |
| Bundles (Sales / Service / Intel) | 99.9% | 8 business hours | 2 business days | 10% / month per missed SLO |
| Autonomous (RM 4,999/mo) | 99.95% | 4 hours · 24×7 | 1 business day | 25% / month per missed SLO |
| Enterprise / sovereign | Contracted (≥99.95%) | Contracted (≤30 min P1) | Contracted (≤4h P1) | Contracted (up to 50%) |
EXCLUSIONS
When the SLA does NOT apply.
We'd rather list these upfront than surprise you during a credit dispute.
Scheduled maintenance announced ≥48 hours in advance (typically Sundays 02:00-04:00 MYT)
Third-party upstream providers we depend on (full list at /trust/subprocessors) — including LHDN MyInvois, Meta WhatsApp BSP, BNM-regulated bank rails
Issues caused by customer misconfiguration (wrong webhook URL, expired credentials, missing OAuth scope)
Force majeure (natural disasters, government action, undersea cable cuts affecting MY-SG-US routing)
REPORTING + CREDITS
How to claim a credit.
- 1
Note the incident on status.onset.my
Every SEV1/SEV2 incident gets a public status post within 15 minutes of detection.
- 2
Email hello@onset.my within 30 days
Include your tenant ID, the affected module, the incident timestamp (MYT), and what you observed.
- 3
We acknowledge within 24h
Reginald or the on-call engineer reviews the claim against the audit log + status timeline.
- 4
Credit applied next invoice
Approved credits land on your next monthly invoice automatically — no further action needed.
Credit disputes go to hello@onset.my. For procurement / enterprise SLAs requiring contractual mark-up, email compliance@onset.my.