Service Level Agreement

Last updated: May 25, 2026

1. Service Availability

PT Kinetikum Indo Solusi commits to 99.5% monthly uptime for the Liqaa platform (excluding scheduled maintenance). Uptime is measured as the percentage of time the Service is accessible and functional. Scheduled maintenance windows are communicated at least 24 hours in advance via email and dashboard notification. During the Beta phase, uptime targets are best-effort and not guaranteed.

2. Support Response Times

Support tiers and response times: Critical (service down): 2 hours response, 8 hours resolution target. High (major feature impaired): 4 hours response, 24 hours resolution target. Medium (minor feature issue): 8 hours response, 72 hours resolution target. Low (general inquiry): 24 hours response. Support is available Monday-Friday, 09:00-18:00 WIB (UTC+7), excluding Indonesian public holidays.

3. Data Backup & Recovery

Automated daily backups of all customer data. Backup retention period: 30 days. Recovery Point Objective (RPO): 24 hours. Recovery Time Objective (RTO): 4 hours. In the event of data loss, PT Kinetikum Indo Solusi will restore from the most recent backup and notify affected customers within 24 hours.

4. Exclusions

This SLA does not apply to: scheduled maintenance, force majeure events, customer-caused issues, third-party service outages (e.g., Telegram, WhatsApp APIs), Beta features, or free-tier accounts. PT Kinetikum Indo Solusi reserves the right to modify this SLA with 30 days notice to active subscribers.

For SLA inquiries: support@liqaa.id | Emergency: +62 21 xxx-xxxx