Service Level Agreement

This Service Level Agreement ("SLA") applies to paid subscriptions to the Rideum Services and forms part of the Terms & Conditions. It describes our availability target and support commitments.

• Monthly Uptime Percentage — the total minutes in a calendar month minus Downtime, divided by the total minutes in that month.
• Downtime — sustained periods during which the core Services are unavailable, excluding the exclusions in Section 5.
• Scheduled Maintenance — planned maintenance for which we provide advance notice.

We target a Monthly Uptime Percentage of 99.9% for the core Services, measured across each calendar month. This is a performance target that reflects our operational commitment to reliability.

Business hours are 09:00–18:00 WITA on business days in Indonesia. "Critical" means the core Services are down or materially unusable in production.

Downtime does not include unavailability caused by: Scheduled Maintenance; factors outside our reasonable control (force majeure); failures of third-party services such as OTAs, payment gateways, or telecommunications networks; your equipment, software, network, or configuration; beta or preview features; or suspension in accordance with the Terms.

We aim to perform Scheduled Maintenance during low-traffic windows and to provide reasonable advance notice for maintenance expected to cause meaningful disruption.

We may update this SLA from time to time; material changes will be communicated in accordance with the Terms.

For questions about this document, or to exercise any right described here, contact us:

• Provider: Develab Pte. Ltd. (UEN 202402923E)
• Email: [email protected]
• Address: 10 Anson Road #10-11 International Plaza, Singapore 079903
• Website: https://www.rideum.io