Table of Contents
- Service Direction
- Introduction
- Scope
- 1. Network Availability
- 2. Power Availability
- 3. Environmental Systems (Cooling and HVAC)
- 4. Physical Access and Security
- 5. Incident Notification and Reporting
- 6. Service Credit Policy
- 7. Exclusions
- 8. Maintenance Windows
- 9. Downtime Calculation
- 10. Common Mistakes to Avoid
- 11. Frequently Asked Questions (FAQ)
- 12. SLA Use Case Example
- 13. Summary
- 14. Review and Updates
Service Direction
iCore Technology Sdn. Bhd. is dedicated to delivering continuous, enterprise-grade colocation services that empower businesses to scale securely. Our service direction focuses on maximum uptime, proactive infrastructure monitoring, and maintaining a robust, scalable datacenter environment to support our clients' mission-critical operations.
Introduction
iCore Datacenter Colocation Service Level Agreement (SLA)
iCore Technology Sdn. Bhd.
iCore Technology Sdn. Bhd. (“iCoreHosting”, “We”, “Our”) is committed to providing a secure, reliable, and high-availability datacenter environment for all colocated equipment. This SLA defines the service performance levels, responsibilities, and remedies offered to our colocation customers.
Our goal is to maintain consistent uptime, responsive support, and transparency in all operations.
Scope
This SLA applies strictly to the power, environmental (cooling), and network infrastructure provided directly by iCore Technology Sdn. Bhd. within our datacenter facility. It is applicable to all active colocation clients with accounts in good financial standing.
This SLA does not cover customer-provided hardware, software configurations, or third-party carrier connections outside of our managed network.
1. Network Availability
We guarantee 99.9% network availability each calendar month, excluding scheduled and emergency maintenance.
If network downtime exceeds 0.1% of total monthly time, affected customers are eligible for a Service Credit of 10% of the monthly colocation fee, up to a maximum of RM500 per incident.
Network uptime includes routers, switches, and cabling within the iCoreHosting datacenter.
Downtime caused by customer configuration, DDoS attacks, or carrier issues outside our control is excluded.
2. Power Availability
We guarantee 99.9% power uptime to each rack and colocation unit per month, excluding scheduled and emergency maintenance.
If power unavailability exceeds 0.1%, affected customers are eligible for a 10% Service Credit, capped at RM500 per incident.
Power uptime includes UPS systems, PDUs, cabling, and backup generator infrastructure.
Customer-side power supply faults or tripped breakers are excluded.
3. Environmental Systems (Cooling and HVAC)
We guarantee 99.9% uptime for critical environmental systems, including air-conditioning and temperature control.
If the ambient temperature exceeds 28°C for more than 30 minutes due to cooling failure, affected customers are eligible for a 10% Service Credit, up to RM500 per incident.
Temperature issues caused by blocked airflow or customer equipment are excluded.
4. Physical Access and Security
The datacenter operates 24x7 with physical security, CCTV surveillance, and controlled access systems.
Authorized personnel may access their racks 24x7 by appointment, subject to prior approval and identity verification.
Access must be requested at least 2 working hours in advance for standard visits, or 24 hours in advance for weekends and public holidays.
5. Incident Notification and Reporting
Customers will be notified within 60 minutes of any incident affecting their colocated equipment.
Updates will be provided by email or through the client portal.
For outages exceeding 30 minutes, a post-incident report will be provided including cause, corrective action, and prevention steps.
6. Service Credit Policy
To claim a Service Credit:
- Submit a written claim to [email protected]
within 3 days of the incident. - The downtime must be recorded as a verified ticket in our system.
Only one Service Credit may be claimed per rack per month.Accounts with overdue payments are not eligible for Service Credits.
7. Exclusions
This SLA does not cover:
- Customer-owned hardware or software failures.
- DDoS or cyber-attacks.
- Outages caused by customer-installed equipment.
- Scheduled or emergency maintenance.
- Natural disasters, government actions, or grid-level power issues.
8. Maintenance Windows
Scheduled Maintenance: Announced at least 7 working days in advance via our website, Facebook page, and email.
Emergency Maintenance: Announced at least 1 hour in advance. Email delivery is not guaranteed due to bulk sending delays.
9. Downtime Calculation
For a 30-day month, 0.1% downtime equals 43.2 minutes.
Any downtime exceeding this threshold in one calendar month qualifies for Service Credit review.
10. Common Mistakes to Avoid
- Missing the Claims Window: Forgetting to email [email protected]
within 3 daysof an incident. Claims submitted late will be rejected. - Blaming the Network for Hardware Faults: Submitting a downtime claim when the root cause was the customer's own faulty server, switch, or firewall.
Customer-side equipment failure is not covered. - Failing to Open a Ticket: Expecting automatic credits without an official verified ticket recorded in our billing/support system during the outage.
- Unpaid Invoices: Attempting to claim SLA credits while having an outstanding or overdue invoice on your account.
11. Frequently Asked Questions (FAQ)
Q: How do I claim my SLA Service Credit?
A: You must email [email protected] within 3 days of the downtime event and reference your specific support ticket number.
Q: Will my SLA credit be refunded to my bank account?
A: No, Service Credits are applied as account credit toward future colocation invoices.
Q: Are DDoS attacks covered under the SLA?
A: No, downtime caused by targeted DDoS attacks is excluded. We highly recommend utilizing dedicated DDoS mitigation services for your hardware.
Q: Do I get credit if my server crashes?
A: Only if the crash is directly caused by an iCore infrastructure failure (e.g., total power loss or extreme temperature). Routine software or hardware crashes are your responsibility.
12. SLA Use Case Example
Scenario: Due to a rare, unscheduled PDU failure in the datacenter, a customer's rack loses power for 60 minutes. The downtime exceeds the 43.2-minute allowance for the month.
Action Taken: The customer immediately logs a support ticket via the portal. iCore resolves the power issue within 60 minutes. Two days later, the customer emails [email protected] requesting a Service Credit, referencing the ticket number.
Resolution: Because the claim is valid, logged, and requested within the 3-day window, iCore applies a 10% credit of the customer's monthly colocation fee to their next invoice.
13. Summary
iCore Technology Sdn. Bhd. stands behind a strict 99.9% uptime guarantee for network, power, and cooling infrastructure. We strive to provide transparent communication, robust security, and rapid incident response.
By adhering to the guidelines of this SLA—such as promptly opening tickets and understanding standard exclusions—we ensure a seamless and fair colocation experience for your mission-critical operations.
14. Review and Updates
iCore Technology Sdn. Bhd. reserves the right to revise this SLA to reflect improvements or new operational standards.
Rev. 04 November 2025
Last Updated: 04 November 2025
