Hosting Terms and Conditions

 

Is My Database backed up?

  • Database is backed up everyday at night.

  • Each backup is stored for 7 days in case the latest backup is not suitable.

 

What is SIM IT SDN. BHD. Role?

  • If any down time or other maintenance activities occurred in server site, we will try our best to reduce it to minimum.

  • When something goes wrong we are responsible to deal with our provider.

  • We are not the owner of the facilities and we cannot guarantee for server maintenance, hacking, downtime will not happen in business hours and loss due to the down time.

 

What We Do When We Found System Is Abnormal?

When we received complain from customers due to server issue, we will diagnose and break it into few root causes :

  • Software Overloaded or Services Down
  • Server Down/Hardware Failure
  • Hacking/Attack

 

Software Overloaded or Services Down​

  • We will perform suitable actions within programming or OS level to provide temporary or permanent solutions.
  • If the issue is within overloaded software and the solution is temporary, we will perform burst test in customer's server and recommend the customers to upgrade their server based on burst test result.

 

Server Down / Hardware Failure

  • We will diagnose hardware issue and recommend customer suitable hardware to fix or upgrade.
  • During downtime, we will transfer the customers' system into another server temporarily. New URL will be sent via email/sms to the customers to avoid downtime. (We prefer to recommend the customers to use cloud to avoid single hardware of failure).

 

Hacking / Attack

We diagnose the server/software vulnerability with:

• Root kit scanning

• Log file monitoring

• Open port/connection checking

• Verification whether customer applied security policy

 

Then we provide suitable solution either:

• Software patches

• Re-install server

• Restore database from backup

• Remove root kit

• Advise customer to enforce security policy