SERVICE LEVEL AGREEMENT (SLA)

Ordersini.asia
Owned & Operated by Netdesk Solution, Malaysia

This Service Level Agreement (“SLA”) outlines the service performance standards, availability commitments, responsibilities, and limitations that apply to the use of the Ordersini.asia platform (“Platform”), developed and operated by Netdesk Solution (“Company”, “we”, “our”, or “us”).

This SLA forms part of and is governed by the Terms of Service, Vendor/Merchant Agreement, and any other applicable agreements.
By using the Platform, Vendors, Customers, and Riders (“Users”) acknowledge and accept the service levels set forth herein.

1. Purpose

The purpose of this SLA is to:

• Define service availability standards for the Platform

• Ensure operational reliability and transparency

• Establish responsibilities for both Users and the Company

• Outline exclusions, limitations, and maintenance procedures

2. Scope of Services Covered

This SLA applies to:

• Platform accessibility (web + mobile web/app, if applicable)

• Vendor panel, customer portal, and rider interface

• Order processing systems

• Notification delivery (SMS, email, in-app)

• Customer support response times

• Data storage and security

External services not directly controlled by the Company (e.g., third-party payment gateways, SMS providers) may have their own SLAs.

3. Service Availability Commitment

The Company aims to maintain:

3.1 Uptime Target: 99% Monthly Availability

This represents:

• Maximum downtime allowance ≈ 7 hours 18 minutes per month

Uptime includes:

• Website access

• Vendor dashboard

• Ordering system functionality

Downtime excludes scheduled maintenance and factors listed under “Exclusions.”

4. Scheduled Maintenance

To ensure system performance and security, maintenance may be performed:

• Weekly low-traffic hours (typically 1AM–5AM Malaysia time)

• With at least 12–24 hours advance notice (except urgent security fixes)

During maintenance:

• The Platform may be temporarily inaccessible

• Order processing may be paused

• Vendors will be notified in advance when possible

5. Support & Response Times

Support is provided via:

📧 admin@ordersini.asia

Support hours:

Monday – Sunday, 9:00AM to 11:00PM (GMT+8)
Public holidays: limited operations.

5.1 Response Time Standards

6. Responsibilities of the Company

The Company shall:

1. Maintain the operational integrity of Ordersini.asia

2. Ensure reasonable data security and backup procedures

3. Provide timely updates, bug fixes, and improvements

4. Respond to support inquiries within the stated timeline

5. Notify Users of planned maintenance or major incidents

6. Protect personal data under the PDPA 2010

7. Retain or delete data in accordance with the Data Retention Policy

8. Take action against fraudulent or abusive activities

7. Responsibilities of Users

Users agree to:

1. Maintain accurate account and business information

2. Ensure stable internet connectivity on their devices

3. Keep login credentials confidential

4. Use updated devices, browsers, or apps for optimal performance

5. Report issues promptly with sufficient detail

6. Not misuse or abuse the system (refer to AUP)

7. Ensure food preparation, delivery, and service quality (for Vendors)

8. Follow delivery instructions and safety (for Riders)

8. Service Limitations & Exclusions

The SLA does not apply to disruptions caused by:

8.1 External Factors

• Internet or device issues on the User’s end

• Power outages affecting ISP or local infrastructure

• SMS/email gateway failures outside our control

• Third-party service downtime (hosting, CDN, payment partners)

8.2 User Misconduct

• Abusive behavior violating AUP

• Vendors misconfiguring menu, settings, or integrations

• Riders using unsupported devices or unsafe vehicles

8.3 Force Majeure

Events beyond reasonable control, including:

• Natural disaster

• Political unrest

• Pandemic restrictions

• Major nationwide internet outages

• Fire, flood, war, riot

8.4 Beta Features

Experimental features may not meet uptime guarantees.

9. Backups & Disaster Recovery

To protect system data:

• Daily backups are conducted

• Backups are stored securely off-site (cloud replication)

• Retention period: 7–30 days depending on backup type

• Recovery Time Objective (RTO): 24–72 hours for major incidents

Data restoration may vary depending on the nature of the disaster.

10. Security Commitment

The Company implements reasonable measures to ensure:

• Server-side security

• Access control

• Regular patching

• Monitoring for suspicious activity

• PDPA-compliant handling of personal data

However, no system guarantees 100% protection against cyber threats.

11. Service Credits (If Applicable)

Since Ordersini.asia operates on a one-time payment model, recurring “service credits” are not applicable.

However, in exceptional cases of prolonged outage (exceeding 72 consecutive hours), the Company may at its sole discretion provide:

• Complimentary technical support

• Extended onboarding assistance

• System optimization

This is not an obligation and remains strictly discretionary.

12. Amendments

The Company reserves the right to revise this SLA at any time.
Updated versions will be posted on the Platform. Continued use of the Platform constitutes acceptance of the updated SLA.

13. Contact Information

For SLA or operational concerns:

📧 admin@ordersini.asia
Managed by Netdesk Solution