Service Level Agreement

AsteriQ targets a monthly service availability of 99.0%.

Availability excludes:

AsteriQ does not guarantee uninterrupted or error-free service.

AsteriQ utilises industry-leading cloud infrastructure providers.

Used for secure cloud database services. Benefits include managed PostgreSQL database, automated backups, encryption at rest, role-based access control, and high availability architecture.

Used for application hosting and deployment. Benefits include global CDN delivery, automatic scaling, DDoS mitigation, continuous deployment, and high-performance edge infrastructure.

AsteriQ relies on these third-party providers and is not responsible for outages or disruptions caused by them beyond AsteriQ's reasonable control.

Business Hours: Monday to Friday, 9:00 AM – 6:00 PM Malaysia Time.

Target response times:

Response time refers to acknowledgement only and does not guarantee resolution within the stated period.

AsteriQ performs routine backups through its infrastructure providers where available.

Customers remain responsible for maintaining their own copies of important business records.

AsteriQ shall not be liable for loss of data resulting from user deletion, user error, third-party attacks, force majeure events, or infrastructure provider failures.

AsteriQ implements commercially reasonable security measures.

However, no internet-based service can guarantee absolute security. Customers acknowledge that use of cloud software carries inherent cybersecurity risks.

Under no circumstances shall AsteriQ be liable for loss of profits, loss of revenue, loss of business opportunities, indirect damages, consequential damages, or special damages.

AsteriQ's total liability shall not exceed the subscription fees paid by the customer during the preceding three (3) months.

AsteriQ may update this SLA from time to time. Continued use of the service constitutes acceptance of any revised SLA.