Service Level Agreement (SLA)
SERVICE LEVEL AGREEMENT (SLA)
Effective Date: 28/03/2025
This Service Level Agreement ("SLA") is part of the Terms of Service of Social Boost Asia ("We", "Us") and applies to your ("User", "Customer") use of the socialboost.asia platform ("Platform", "Service"). This SLA describes our service level commitments and remedies if we fail to meet those commitments.
1. Definitions
- Social Boost Asia Platform
- The socialboost.asia website and core backend systems that allow Users to log in, manage accounts, deposit funds, place orders, and track engagement service order status.
- Uptime
- The percentage of time in a calendar month that the Social Boost Asia Platform is accessible and operational for Users.
- Downtime
- The total number of minutes in a calendar month that the Social Boost Asia Platform is unavailable to Users, excluding Exempt Downtime.
- Exempt Downtime
- Includes downtime due to: (a) Scheduled Maintenance or Emergency Maintenance; (b) Factors outside our reasonable control (see Section 7); (c) Errors or actions/inactions of the User or a third party; (d) Software or hardware errors not within our primary control (e.g., browser errors, user devices).
- Scheduled Maintenance
- Scheduled downtime for Platform maintenance or upgrades, notified at least 48 hours in advance.
- Emergency Maintenance
- Unscheduled downtime necessary to fix critical issues or security vulnerabilities, may have less or no prior notice.
- Business Hours
- 9:00 - 18:00, Monday - Friday (Vietnam Time, GMT+7), excluding holidays.
- Support Request
- A request sent by the User to our support department via official channels (e.g., ticket system, support email) regarding issues or inquiries about the Platform or Service.
- Response Time
- The time elapsed from when we receive a valid Support Request to when our support staff sends the first response (confirming receipt, requesting more info, or starting processing).
- Service Credits (BC)
- An amount of Boost Credits (BC) added to the User's account as a remedy for failing to meet the Uptime Commitment.
2. Platform Uptime Commitment
We commit that the Social Boost Asia Platform will have a monthly Uptime of at least 99.0%.
Monthly Uptime is calculated using the formula:
Uptime (%) = [(Total minutes in month - Total non-exempt Downtime minutes) / Total minutes in month] x 100%
Note: This commitment applies to Platform availability (website, dashboard), not to the completion speed or success rate of specific engagement orders, which rely heavily on third-party social media platforms (See Section 7).
3. Technical Support Commitment
We provide technical support for issues related to Platform and Service usage via official channels during Business Hours.
Target Response Times:
| Priority Level | Example Description | Target Response Time (During Business Hours) |
|---|---|---|
| Critical | Platform completely inaccessible; Major payment/top-up functions failing en masse; Critical security vulnerability. | 4 business hours |
| High | Core functions (ordering, order management) failing affecting many users; Order processing abnormally slow (due to SBA system error). | 8 business hours |
| Normal | General information requests; Usage instructions; Minor bug reports not critically affecting usage; Issues with a specific order (suspected user error or social platform issue). | 24 business hours |
Note: Response Time is when we begin reviewing the issue, not the time to fully resolve it. Resolution time depends on the complexity of the incident.
4. System Maintenance
- To ensure performance and security, we need to perform periodic or unscheduled system maintenance.
- Scheduled Maintenance: Will be notified at least 48 hours in advance via Platform notification or email. We will try to perform this during times of least impact (usually late night or weekend Vietnam time).
- Emergency Maintenance: May occur with little or no prior notice to address urgent issues.
- Downtime due to Scheduled Maintenance and Emergency Maintenance is considered Exempt Downtime and does not count against Uptime.
5. User Obligations
- Provide accurate and complete information when reporting issues or requesting support.
- Secure your account information.
- Comply with Terms of Service and other policies.
- Cooperate with support staff during diagnosis and troubleshooting.
- Promptly notify us of any issues or suspicions regarding Platform performance.
6. Exclusions from SLA Commitment
The Uptime and Support Response Time commitments in this SLA do NOT apply to downtime or delays caused by:
- Issues from Third-Party Social Media Platforms: Including but not limited to platforms (Facebook, Instagram, TikTok, YouTube, etc.) changing APIs, updating algorithms, blocking/restricting accounts, technical glitches, outages, or taking other actions affecting Social Boost Asia's ability to fulfill orders. This is beyond our control.
- Exempt Downtime (Scheduled Maintenance, Emergency Maintenance).
- Errors or actions/inactions on the part of the User (e.g., providing wrong URL, setting private account, violating policies).
- Issues with the User's Internet connection, device, or software.
- DNS resolution or Internet routing issues outside of Social Boost Asia's network.
- Force Majeure events such as natural disasters, war, pandemics, government actions, widespread power outages, etc.
- Denial of Service (DDoS) attacks, unauthorized intrusion, or other malicious activities by third parties, despite our reasonable security measures.
- User account suspension or termination due to Terms of Service violation.
7. Remedies for Failure to Meet Uptime Commitment (Service Credits)
If the Social Boost Asia Platform's monthly Uptime (excluding Exempt Downtime) falls below the committed 99.0%, affected Users may request Service Credits (BC) according to the following tiers:
| Actual Uptime (Monthly) | Service Credit Ratio (% of total BC spent in the month) |
|---|---|
| 99.0% or higher | 0% |
| From 95.0% to less than 99.0% | 5% |
| From 90.0% to less than 95.0% | 10% |
| Below 90.0% | 15% |
Service Credit Claim Process:
- Users must submit a request for Service Credits via email to [email protected] or via the support ticket system.
- Requests must be submitted within 7 days from the end of the calendar month in which the uptime issue occurred.
- Requests must include: Account Username/Email, the month of the incident, description of the incident, and affected time (if specific evidence exists).
- We will review requests based on our system monitoring data. If the request is valid, the corresponding Service Credit will be added to the User's BC balance within 15 business days.
Service Credits are the sole and exclusive remedy for failure to meet the Uptime Commitment under this SLA.
8. SLA Review and Modification
Social Boost Asia reserves the right to review and modify this SLA periodically to reflect changes in the Service or operating environment. The latest version of the SLA will always be posted on this Website and the effective date will be updated. Your continued use of the Service after the effective date of the revised SLA constitutes your acceptance of those changes.
9. Contact
If you have any questions about this Service Level Agreement, please contact our customer support department via email [email protected] or channels provided on the contact page.