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A Service Level Agreement SLA sets out the obligations of your hosting provider in providing the service that you, as the customer, are paying for. It should detail what availability is to be provided, and importantly, what the penalties are if your hosting provider does not meet the SLA. At its core, an SLA should provide an assurance to you as the customer that the service you are paying for will be availabile when you need it. When choosing a hosting provider, consider what your tolerance of outages "downtime" are and ensure your host is able to supply a service meeting your needs. Be wary of providers who simply state on their site "SLA: You may encounter some providers who treat an SLA as a goal rather than a requirement, with no penalties in place.
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VPS Malaysia uses commercially reasonable efforts to maintain a standard response time to technical support issues. This response time will depend on the complexity of the inquiry and support request volume. The Technical Support Department assigns the highest priority to customer inquiries related to server unavailability.