1. Coverage
This SLA applies to systems we built that are under active maintenance — during the post-go-live support period or for as long as a retainer contract runs.
It does not apply to systems fully handed over without a maintenance contract, or to components operated entirely by the client.
2. Severity classification
| Severity | Definisi | Target respons |
|---|---|---|
| P1 — Critical | A core process is fully stopped with no workaround | 2 business hours |
| P2 — High | A major function is impaired but a manual workaround exists | 1 business day |
| P3 — Medium | Limited disruption that does not stop operations | 3 business days |
| P4 — Low | Questions, small change requests, or cosmetic fixes | 5 business days |
The final column is the target first-response time — when we begin work and report back, not when the issue is resolved. Resolution time depends on the cause and is communicated after initial diagnosis.
3. Support hours
- Monday–Friday, 09:00–18:00 WIB, excluding Indonesian public holidays.
- P1 incidents outside those hours are handled under an extended support arrangement, where the contract includes one.
- Response times are counted in business hours, starting when the report reaches an official channel.
4. Reporting and escalation
Report incidents to cs@adsmedia.agency or the channel agreed in the contract. A report is most useful when it states what happened, when it started, which process is affected, and one traceable example.
If a response target is missed, the client may escalate to the engagement lead. The escalation path and contacts are set at kickoff.
5. Scheduled maintenance
Maintenance that may disrupt the service is announced at least 3 business days in advance and scheduled outside the client's operating hours where possible.
Emergency fixes that close a security risk may proceed without prior notice, with a report to follow.
6. Not covered
- Failures in third-party systems outside our control — model providers, cloud services, networks, or the client's ERP
- Changes made by the client or others to the system without coordinating with us
- Failures caused by source data changing shape without notice
- New feature requests — these are handled as scope changes, not incidents
- Force majeure
7. Review
Performance against this SLA is reviewed periodically with clients on a retainer. Where incident patterns point to a structural problem, the fix is discussed as part of that review rather than handled one ticket at a time.