This Service Level Agreement (“SLA”) describes the availability target and service-credit framework for eligible services provided by SERVEFORU HOST INTEGRATED, operating the Interdata Networks brand (“Interdata Networks”, “we”, “our”, or “us”).
This SLA applies only where an order page expressly states that the service is SLA-eligible.
1. Availability Target
Unless a product page states another target, Interdata Networks aims to provide 99% annual availability for eligible services.
Availability is measured using Interdata Networks’ internal network, platform, and service-monitoring records, supplemented by incident and support records where appropriate.
2. Hosting and VPS Availability
For hosting and virtual-server services, availability means that the core Interdata Networks platform and relevant network are reasonably reachable.
Availability does not include the operation of customer-installed software, websites, operating systems, databases, firewalls, or applications.
3. Proxy-Service Availability
For an eligible proxy service, availability means that:
A target website’s acceptance or rejection of a proxy request is not used to determine proxy-service availability.
- the applicable Interdata Networks proxy gateway is accepting connections;
- the Interdata Networks authentication system is operational;
- at least one eligible exit is available for the purchased service or pool;
- the gateway can reach an appropriate neutral external test endpoint.
4. What Is Not Proxy Downtime
The following do not constitute proxy-service downtime:
- a target website blocking or limiting an IP;
- a CAPTCHA, anti-bot, or identity-verification challenge;
- account suspension by a third-party platform;
- failure of the customer’s software, script, browser, or network;
- invalid credentials or failure to whitelist a source IP;
- incorrect customer configuration;
- target-specific rate limiting;
- stale or inaccurate third-party geolocation information;
- a single proxy IP becoming unavailable where replacement or pool capacity remains available;
- a destination port or category being restricted under the AUP;
- usage beyond bandwidth, concurrency, session, or request limits;
- failure of a particular website while neutral destinations remain reachable.
5. Exclusions
Availability calculations exclude disruption caused by:
- scheduled maintenance;
- emergency maintenance;
- hardware replacement and security changes;
- customer configuration, software, malware, or compromised systems;
- DDoS or other attacks;
- emergency filtering, null-routing, or mitigation;
- upstream-provider, carrier, datacentre, routing, peering, or power failures outside Interdata Networks’ reasonable control;
- domain, DNS, registry, registrar, payment-provider, or software-vendor failures;
- force majeure;
- legal or regulatory action;
- abuse, fraud, copyright, or policy enforcement;
- KYC or verification review;
- non-payment or chargebacks;
- IP-reputation protection and address replacement;
- target-site restrictions;
- acts or omissions of the customer or a third party.
6. Maintenance
Interdata Networks may perform scheduled or emergency maintenance.
Where practical, scheduled maintenance notices will be published through the client area, status system, or another reasonable channel.
Emergency maintenance may be performed without advance notice where necessary for security, stability, or service protection.
7. Service Credits
Where verified annual availability for an eligible service falls below 99%, the customer may request:
Credits are calculated against the recurring fee for the affected service and relevant billing period.
- below 99.0% but at or above 97.0%: 5% service credit;
- below 97.0% but at or above 95.0%: 10% service credit;
- below 95.0%: 25% service credit.
8. Credit Limits
A service credit:
- applies only to the directly affected service;
- is issued as account credit;
- is not redeemable for cash;
- cannot exceed the recurring charge for the affected billing period;
- does not apply to setup fees, licences, domains, overage, consumed bandwidth, dedicated IPs, or third-party costs.
9. Credit Requests
A customer must request an SLA credit within 14 days after the affected incident or applicable measurement period.
The request must include the affected service, dates and times, timezone, observed symptoms, relevant logs or test results, and any support-ticket reference.
Interdata Networks’ monitoring and incident records remain the primary basis for verification.
10. Customer Cooperation
The customer must reasonably cooperate with troubleshooting.
A credit may be denied where the customer does not provide required information, prevents testing, fails to correct a customer-side issue, continues an unsupported or prohibited configuration, or does not report the incident within the required period.
11. Sole Remedy
Service credits under this SLA are the sole contractual remedy for qualifying availability claims.
No credit, refund, or compensation is available for an excluded event except where required by law.
12. No Performance or Target Guarantee
Unless expressly stated on the product page, Interdata Networks does not guarantee a particular latency, route, transfer speed, proxy success rate, absence of CAPTCHAs, continuous availability of a particular IP, identical performance from every location, or uninterrupted access to a third-party target.
13. SLA Changes
Interdata Networks may update this SLA. Changes will apply prospectively from the published effective date unless otherwise required by law.
14. Governing Law and Contact
This SLA is governed by Malaysian law.
SLA questions and credit requests must be submitted through the official Interdata Networks client-area support system.