Guaranteed 99% Uptime
with 24/7 Support
Your confidence in AsiaGB — we are transparent in every commitment, from Uptime Guarantee to Support Response Time targets.
SLA at a Glance
Essential information for customers who want to understand AsiaGB's service commitments in one place.
| Topic | Commitment |
|---|---|
| Uptime Guarantee | ≥ 99% per calendar month — measured at the Datacenter Network Edge |
| Network Uptime | ≥ 99% per month — excluding Scheduled Maintenance windows |
| Phone Support | 24 hrs / 7 days — Thai language only · 065-449-9691 |
| Ticket / Email Support | Target response within 4 hrs during business hours · ≤ 24 hrs outside business hours |
| Scheduled Maintenance Notice | At least 24 hrs advance notice via status page and Email |
| Automatic Backup | Hosting: 2× per month · VPS: varies by plan |
| Service Credit (if Downtime exceeds SLA) | Tiered credit: 1–2 hrs→2 days / 2–5 hrs→5 days / 5–10 hrs→10 days / >10 hrs→30 days (max) |
| Credit Request Channel | Submit a Ticket within 30 days of the Downtime incident |
Our 4 Core Commitments
We build our service on transparency and accountability. Here is what you receive when you choose AsiaGB.
Uptime Guarantee — 99%
Detailed terms of AsiaGB's Uptime Guarantee, including measurement methodology and exclusions.
How Monthly Uptime Is Calculated
Monthly Uptime is calculated by taking the total hours in a month, subtracting actual Downtime hours, and dividing by the total hours — expressed as a percentage.
Formula: Monthly Uptime % = (Total Hours − Actual Downtime) ÷ Total Hours × 100
Example: a 30-day month = 720 hrs. Downtime 7 hrs = Uptime 99.03% ≥ 99% ✓
Counted Downtime: any period where the Server cannot accept HTTP/HTTPS requests at all, measured by internal monitoring (Uptime Kuma) and verifiable at status-en.html.
What Is Not Counted as Downtime (Exclusions)
- Scheduled Maintenance announced ≥ 24 hours in advance
- DNS issues from an external Registrar or provider not managed by AsiaGB
- DDoS attacks that exceed the mitigation capacity of the Upstream Provider
- Issues caused by the customer's own actions (e.g., scripts that overload the server)
- Force majeure events (utility power outage, natural disasters, acts of war)
- Issues caused by Internet Service Providers or Upstream networks outside AsiaGB's control
How to Verify Uptime
Customers can check current Uptime, Latency, and Heartbeat in real-time at asiagb.com/status-en.html, updated every 60 seconds — transparent and never concealed.
Support — Channels & Response Times
AsiaGB offers multiple support channels. Please choose the channel best suited to your inquiry.
| Channel | Availability | Target Response Time | Language |
|---|---|---|---|
| 📞 Phone 065-449-9691 | 24 hrs / 7 days | Immediate answer | Thai only |
| 🎫 Ticket System (billing.in.th) | 24 hrs / 7 days | ≤ 4 hrs business hours · ≤ 24 hrs outside | Thai / English |
| 📧 Email [email protected] | 24 hrs / 7 days | ≤ 24 hrs | Thai / English |
| 💬 Line @injan-network | Business hours | ≤ 4 hrs during business hours | Thai only |
Note: Business hours = 09:00–22:00 (Thailand time), Monday–Friday, excluding public holidays. For urgent issues outside business hours, phone is always the fastest channel.
Ticket Priority Levels
- Critical (Server completely down): Target response ≤ 1 hr — we also recommend calling by phone simultaneously
- High (Partial service degradation): Target ≤ 4 hrs
- Normal (Questions, configuration requests, new services): Target ≤ 24 hrs
- Low (General information, recommendations): Target ≤ 48 hrs
Scheduled Maintenance — Policy
AsiaGB performs regular maintenance to uphold system quality and security.
Advance Notice
Every Scheduled Maintenance expected to affect service availability will be announced to customers at least 24 hours in advance through the following channels:
- The status-en.html page — displays all upcoming maintenance windows
- Email notification sent to the address registered in Client Area
- For maintenance affecting multiple services — notice given ≥ 72 hours in advance
Preferred Maintenance Windows
AsiaGB selects the lowest-traffic time slots for maintenance. Typical windows are:
- Hosting / DirectAdmin: 02:00–06:00 (Thailand time, UTC+7)
- VPS Infrastructure: 01:00–05:00 (Thailand time, UTC+7)
- Network / DNS: Specific time announced per incident
Emergency Maintenance: In the event of a critical security vulnerability (e.g., zero-day exploit), AsiaGB may perform maintenance without advance notice. In such cases, the status page will be updated as quickly as possible.
Service Credit — When Downtime Exceeds SLA
If AsiaGB fails to maintain 99% Uptime in any given month, customers are entitled to request a Service Credit.
Service Credit Schedule
| Downtime Exceeding SLA | Service Credit Awarded |
|---|---|
| 1–2 hours | 2 days credit of the monthly service fee |
| 2–5 hours | 5 days credit of the monthly service fee |
| 5–10 hours | 10 days credit of the monthly service fee |
| More than 10 hours | 30 days credit of the monthly service fee (maximum) |
How to Request a Service Credit
- Submit a Ticket at billing.in.th within 30 days of the Downtime incident
- Specify the date, time, and duration of the Downtime experienced (verifiable via status-en.html)
- AsiaGB will review the logs and confirm the result within 5 business days
- Approved credit will be added to your account — redeemable on renewal or new service orders
Note: Service Credits cannot be redeemed for cash and are capped at 30 days of the affected service's monthly fee. Credits do not apply to services falling under the Exclusions section.
Exclusions — What This SLA Does Not Cover
This SLA does not cover the following circumstances, which are beyond AsiaGB's reasonable control.
Check System Status in Real-Time
AsiaGB uses Uptime Kuma as our monitoring system — updated every 60 seconds.
Fully transparent, publicly verifiable, nothing hidden.