Terms of Service | Perwira Cloud

This is an English translation of our Syarat dan Ketentuan Layanan. If the two versions differ, the Indonesian version prevails.

Uptime guarantee (SLA)

We guarantee at least 99% uptime every month. If we fall short, you get a credit on next month's invoice:

Credits apply only to downtime that can be verified. The following downtime does not count:

Maintenance or migrations announced in advance.
Upstream or internet backbone problems outside our control.
Natural disasters, war, riots, or utility power failures that could not be anticipated.
Large cyber attacks beyond normal mitigation capacity.
Configuration mistakes or actions by the customer.
Services suspended for breaking these rules.

Jakarta, Indonesian traffic	Up to 1 Gbps, per plan
Jakarta, international traffic	20 Mbps, upgradable
Singapore	Up to 1 Gbps, per plan

Some plans are metered (with a data quota) and some are unmetered. Each product description states which one it is.
Metered plans use a Fair Usage Policy (FUP). Once the quota is used up, speed is reduced as stated in the plan.
Resetting the FUP before the new period costs 50% of the plan's monthly price.
Excessive traffic that disrupts the network may be limited automatically.
You can monitor usage in the client area.

Storage uses SSDs protected by methods such as RAID or Ceph with three replicas. The method depends on the service and location.
Your data belongs to you and is your responsibility. We do not view or back up the contents of your server, unless you are a Managed Service customer.
You must make your own regular backups. We are not responsible for lost data.
For extra safety, a Backup add-on stores your data in another data center.

Free for services priced above Rp500,000/month.
Slots are limited and not every service can get one. Check availability with our admin before ordering.
Requirements: an ASN and IP space registered with an RIR, an active contact email, and correct PeeringDB data.
You may announce your own IP space (BYOIP) through our network, AS211407.

Blocks come from the RIPE, AFRINIC or ARIN region, depending on availability.
Required documents: Indonesian customers send NIB, KTP and NPWP. Overseas customers send a passport.
The block can be announced with your own ASN.
You must provide an active, monitored abuse email.
IP reputation is your responsibility. If spam or abuse reports exceed 3%, the block may be withdrawn by the provider.
IP segments may change, with notice well before any migration. This does not apply to customers on a long-term contract.

Traffic is monitored at all times. When an attack passes the threshold, the targeted IP is blackholed automatically within seconds.
While blackholed, services on that IP are temporarily unreachable.
Our team lifts the blackhole once the attack stops. For large attacks, coordinating with upstreams may take 5 to 15 minutes.

SMTP (25, 465, 587): blocked to prevent spam.
Inbound DNS (53 TCP/UDP): blocked to prevent DNS amplification attacks. Outbound DNS queries still work.
These blocks apply by default to all services, including colocation and racks.
Need these ports, for example for a mail server or nameserver? Request it through a ticket. We review it before opening.

Pirated files, pornography, gambling or betting, and narcotics.
Spam, DDoS, hacking, phishing and scams.
Illegal audio or video streaming.
Tunneling or commercial VPN on regular VPS plans. This is only allowed on MikroTik CHR plans.
Anything that damages IP reputation.
Anything that breaks the laws of Indonesia or Singapore.

Full control: reboot, VNC, rebuild, start and stop.
Upgrade at any time. Downgrades are only possible after the service has run for at least 3 months. This rule applies to all services.

No service is refundable in any form, including when a service is stopped for a violation.
Use a trial plan first to make sure the service fits before you pay.

We do not share your name, address, phone or email without your permission, unless requested by competent authorities for legal proceedings.
VPS services are unmanaged. We cannot see and do not monitor what is inside your server.
We will not log in to your server without your written permission and request.
Security, management and backups of your server are your responsibility.

All content on your service is your responsibility. We are not liable for customers' illegal activities.
Send abuse reports to [email protected]. We respond within 3x24 hours.

All services are terminated automatically once an invoice is past due.
If your payment will be late, confirm with our admin before the due date. Some services can be given extra time, others cannot.
/24 IP blocks are always terminated automatically when past due, with no grace period.

A chargeback may lead to permanent deletion of your account.

A separate add-on for VPS and dedicated servers.
Support as agreed, within the agreed working hours.
You can switch to unmanaged at any time.
We may refuse requests that break the law, and we do not view your content unless there is an official request through abuse.