VoIP dotMY Sdn Bhd understands the importance of service availability, reliability, and business continuity for our customers. We make every reasonable effort to provide stable and dependable services that meet the expectations of our customers.
This Service Level Agreement outlines the general service commitments provided by VoIP dotMY Sdn Bhd for services offered under the SIPPALS brand. Customers may contact our support team for further clarification, additional service terms, or specific service coverage details.
1. Network Availability
VoIP dotMY Sdn Bhd guarantees that the SIPPALS network will be available 99.9% of the time for each calendar month, excluding Scheduled Maintenance and Emergency Maintenance.
If an outage exceeds 0.1% of the total time in a calendar month, affected Customers may be eligible for a subscription rebate on their next bill.
The subscription rebate shall be:
10% of the affected service’s monthly subscription fee or up to RM500.00, whichever is lower.
Network availability refers to the functioning of the network infrastructure directly managed by VoIP dotMY Sdn Bhd and its service providers, including core connectivity, routing, switching, and related network access required for the subscribed SIPPALS service.
Services, applications, customer equipment, customer network configuration, customer internet connection, third party software, and software running on the Customer’s own server or device are not included in the definition of the SIPPALS network.
Network downtime exists when the affected Customer is unable to transmit or receive data through the subscribed SIPPALS service due to a fault within the SIPPALS managed network, and a support ticket has been opened for the incident.
Network downtime is measured from the time the support ticket is opened with VoIP dotMY Sdn Bhd until the time the issue is resolved or service is restored.
2. Infrastructure Availability
VoIP dotMY Sdn Bhd relies on data centre facilities and infrastructure service providers to host and operate selected SIPPALS services. We guarantee that the critical infrastructure supporting SIPPALS services, including power, cooling, and data centre environmental systems, will be available 99.9% of the time for each calendar month, excluding Scheduled Maintenance and Emergency Maintenance.
If an outage exceeds 0.1% of the total time in a calendar month due to failure of the critical infrastructure supporting the affected service, affected Customers may be eligible for a subscription rebate on their next bill.
The subscription rebate shall be:
10% of the affected service’s monthly subscription fee or up to RM500.00, whichever is lower.
Critical infrastructure includes power supply, UPS systems, cooling systems, cabling, racks, and other facility infrastructure directly supporting the hosted SIPPALS service.
Infrastructure downtime exists when the affected SIPPALS service becomes unavailable due to power, cooling, or data centre environmental issues, and a support ticket has been opened for the incident.
Infrastructure downtime is measured from the time the support ticket is opened with VoIP dotMY Sdn Bhd until the time the affected service is restored.
3. Hardware Guarantee
For services where VoIP dotMY Sdn Bhd provides leased, hosted, or managed hardware as part of the SIPPALS service, we guarantee the proper functioning of the hardware components under our management.
In the event of hardware failure, VoIP dotMY Sdn Bhd will arrange for the replacement or repair of the failed hardware component at no additional cost to the Customer, provided that the failure is not caused by customer misuse, unauthorised changes, third party interference, or factors outside our control.
The hardware replacement process will begin once the cause of the issue has been identified and confirmed as a hardware fault.
Hardware replacement is targeted to be completed within 24 hours from confirmation of the hardware fault, subject to parts availability, data centre access, vendor support, and other operational conditions.
If VoIP dotMY Sdn Bhd takes more than 24 hours to replace confirmed faulty hardware under our responsibility, affected Customers may be eligible for a subscription rebate on their next bill.
The subscription rebate shall be:
10% of the affected service’s monthly subscription fee or up to RM500.00, whichever is lower.
Hardware includes physical server components, processors, RAM, storage devices, motherboard, network interface cards, power supply units, and other related components included as part of the subscribed hosted or managed service.
Hardware owned, supplied, hosted, or maintained by the Customer is excluded from this guarantee.
4. Voice Service Availability
For SIPPALS voice services, VoIP dotMY Sdn Bhd will make every reasonable effort to maintain high service availability for SIP registration, inbound calling, outbound calling, and related voice service functions.
Voice service availability is dependent on several factors, including the SIPPALS platform, upstream carriers, internet connectivity, customer equipment, firewall configuration, SIP device configuration, and third party networks.
SIPPALS voice service downtime exists when the Customer is unable to use the subscribed voice service due to a fault within the SIPPALS managed platform or VoIP dotMY Sdn Bhd’s directly managed service infrastructure, and a support ticket has been opened for the incident.
The following are excluded from voice service downtime calculation:
- Customer internet connection issues
- Customer firewall, router, NAT, or SIP ALG issues
- Customer IP phone, PBX, softphone, or endpoint configuration issues
- Incorrect SIP credentials or account configuration by the Customer
- Issues caused by third party applications or integrations
- International carrier route failure outside VoIP dotMY Sdn Bhd’s direct control
- Regulatory, numbering, or carrier imposed restrictions
- Force majeure events
Where a confirmed outage within the SIPPALS managed voice platform exceeds the SLA threshold, the Customer may be eligible for the subscription rebate stated in this SLA.
5. Subscription Rebate
Customers who are overdue, suspended, or in breach of payment terms are not eligible to claim a subscription rebate under this SLA.
All subscription rebate requests must be submitted by the Customer within 3 days of the reported downtime.
The downtime must be related to a single continuous incident. Multiple separate incidents cannot be combined to form one SLA claim.
The subscription rebate is limited to one claim per calendar month for each affected service.
The maximum subscription rebate for any eligible claim shall be 10% of the affected service’s monthly subscription fee or RM500.00, whichever is lower.
Subscription rebates will only be applied as credit against the Customer’s next invoice. No cash refund will be issued unless otherwise agreed in writing by VoIP dotMY Sdn Bhd.
6. SLA Claim Procedure
To claim a subscription rebate, the Customer must submit a written request to VoIP dotMY Sdn Bhd within 3 days of the reported downtime.
The request must include:
- Customer name
- Affected service
- Support ticket number
- Date and time of the incident
- Description of the issue
- Impact experienced by the Customer
VoIP dotMY Sdn Bhd will review the claim based on support records, monitoring records, service logs, upstream provider reports, and other relevant technical information.
VoIP dotMY Sdn Bhd’s determination of downtime and rebate eligibility shall be based on reasonable technical assessment and available service records.
7. Exclusions
This SLA does not apply to service interruptions caused by:
- Scheduled Maintenance
- Emergency Maintenance
- Customer equipment failure
- Customer internet connection failure
- Customer network, firewall, router, NAT, or SIP ALG configuration
- Customer software, applications, or third party integrations
- Incorrect configuration by the Customer or the Customer’s appointed vendor
- Unauthorised changes made by the Customer or third parties
- Suspension due to non payment or breach of service terms
- Acts or omissions of upstream carriers, internet service providers, or third party vendors outside VoIP dotMY Sdn Bhd’s direct control
- Denial of service attacks, cyber attacks, abuse, fraud, or security related incidents
- Regulatory restrictions, government orders, or legal requirements
- Force majeure events, including natural disasters, fire, flood, war, civil unrest, power grid failure, cable cuts, or other events beyond reasonable control
8. Scheduled Maintenance
Scheduled Maintenance refers to planned maintenance activities required to improve, upgrade, secure, repair, or maintain the SIPPALS service platform, network, infrastructure, or related systems.
VoIP dotMY Sdn Bhd will make reasonable effort to notify Customers at least 7 working days before Scheduled Maintenance.
Notifications may be provided through email, customer portal, official website, service announcement, or other official communication channels.
Scheduled Maintenance is excluded from SLA downtime calculation.
9. Emergency Maintenance
Emergency Maintenance refers to urgent maintenance required to protect service stability, security, performance, or continuity.
Emergency Maintenance may be required in situations involving security threats, critical system faults, upstream provider issues, infrastructure instability, software vulnerabilities, or other urgent operational matters.
VoIP dotMY Sdn Bhd will make reasonable effort to notify Customers at least 1 hour before Emergency Maintenance where practical.
However, in critical situations, Emergency Maintenance may be carried out with shorter notice or without prior notice if immediate action is required to protect the service platform or Customers.
Emergency Maintenance is excluded from SLA downtime calculation.
10. Downtime Calculation
Downtime percentage is calculated based on the total number of minutes in the affected calendar month.
For example, in a 30 day month:
30 days × 24 hours × 60 minutes = 43,200 minutes
0.1% of 43,200 minutes = 43.2 minutes
Therefore, for a 30 day month, downtime exceeding 43.2 minutes may qualify for SLA review, subject to the terms and exclusions of this SLA.
11. Limitation of Liability
The subscription rebate described in this SLA shall be the Customer’s sole and exclusive remedy for any eligible service downtime.
VoIP dotMY Sdn Bhd shall not be liable for any indirect, incidental, consequential, special, punitive, or business interruption losses, including loss of revenue, loss of profit, loss of data, loss of calls, loss of opportunity, or reputational damage arising from service interruption.
12. General Terms
This SLA applies only to active SIPPALS services subscribed from VoIP dotMY Sdn Bhd.
VoIP dotMY Sdn Bhd reserves the right to amend this SLA from time to time. Updated versions may be published on our official website, customer portal, quotation, proposal, service agreement, or other official communication channels.
Continued use of the service after any update to this SLA shall constitute acceptance of the revised SLA.
Appendixes
Appendix 1: Scheduled Maintenance
Scheduled Maintenance refers to planned maintenance that is scheduled and announced at least 7 working days in advance.
The announcement may be published through VoIP dotMY Sdn Bhd’s official communication channels, including email, official website, customer portal, or service announcement.
Appendix 2: Emergency Maintenance
Emergency Maintenance refers to urgent maintenance required to address critical service, security, infrastructure, software, or network related issues.
VoIP dotMY Sdn Bhd will make reasonable effort to notify Customers at least 1 hour before Emergency Maintenance. However, where immediate action is required, shorter notice or no prior notice may be given.
Appendix 3: Downtime 0.1%
Downtime percentage is calculated based on the total number of minutes in the relevant calendar month.
Example for a 30 day month:
30 days × 24 hours × 60 minutes × 0.1% = 43.2 minutes
Therefore, downtime must exceed 43.2 minutes in a 30 day calendar month before the SLA rebate may apply, subject to the terms and exclusions stated in this SLA.