Terms and Conditions
Service Level Agreement

2 Services Provisioning & Client Account

AwanPrime provides cloud hosting infrastructure including NVMe Linux VPS, CyberPanel VPS, Dedicated Server Bare Metal, Server Colocation, and Custom Web Design.

• Accuracy of Account Information: You agree to provide accurate, current, and verifiable contact and billing details. Providing false identity credentials or proxy NRIC/passports is strictly prohibited.
• Account Security: You are solely responsible for maintaining the confidentiality of your client portal credentials, SSH root keys, API tokens, and administrative passwords.
• Provisioning Timeline: Automated NVMe VPS plans are typically provisioned within minutes upon payment clearance. Custom Dedicated Servers and Colocation allocations may require 24 to 72 hours for hardware staging.

3 Billing, Renewals & Payment Terms

All subscription charges are denominated in Ringgit Malaysia (MYR) unless otherwise quoted. Services are billed on a prepaid basis according to your chosen cycle (Monthly, Quarterly, Annually, or Triennially).

4 Acceptable Use Policy (AUP)

AwanPrime maintains a zero-tolerance policy against malicious or illicit activity on our network. You agree that your server instance will NOT be used for:

Violation of our AUP will result in immediate termination of the service without refund and reporting to relevant Malaysian enforcement agencies (e.g. MCMC, Royal Malaysia Police).

5 Server Resources & Bandwidth Allocation

Virtual Private Server (VPS) environments share underlying physical bare-metal CPU and network backbones under strict virtualization isolation.

• Fair Resource Usage: CPU resources allocated to VPS tiers are shared compute instances unless dedicated cores are specified. Continuous 100% CPU lockouts impacting neighboring hypervisor tenants may be throttled.
• Bandwidth Fair Use: Unmetered bandwidth is subject to standard non-abusive usage for commercial hosting. Deliberate torrent trackers or public relay nodes are subject to port rate limits.

6 Data Backup & Client Responsibility

AwanPrime maintains reliable, enterprise-grade infrastructure designed to support service stability, resilience, and business continuity.

However, customers remain solely responsible for maintaining independent, off-site backups of their websites, databases, applications, configurations, and other critical data. We strongly recommend keeping regular backups in a separate storage environment to ensure reliable recovery and continuity in the event of an unexpected incident.

AwanPrime shall not be held liable for any loss, corruption, or unavailability of customer data resulting from customer configuration errors, accidental deletion, software or application corruption, security incidents, expired or non-renewed services, customer-managed systems, or events beyond AwanPrime’s reasonable control, including force majeure events.

While AwanPrime takes reasonable measures to maintain reliable infrastructure and service availability, customers are ultimately responsible for maintaining current and recoverable backups of their data.

7 Service Level Agreement (99.9% Uptime SLA)

AwanPrime guarantees 99.9% network and infrastructure uptime across all Tier-III Cyberjaya Datacenter clusters. Uptime calculations exclude scheduled maintenance periods announced at least 24 hours in advance.

8 Cancellation & Service Termination

Clients may cancel their hosting plans at any time via the Billing Portal by submitting a formal cancellation request prior to the start of the next billing cycle.

• No Refund Policy: All subscription fees, server deployments, VPS services, dedicated hardware slots, colocation allocations, and software licenses (cPanel/LiteSpeed) are strictly non-refundable once provisioned or renewed.
• Termination Notice: To avoid automatic recurring renewal invoices, cancellation requests must be submitted through the client area prior to the invoice due date. Upon termination, all server data and virtual environments will be decommissioned and permanently deleted.

9 Limitation of Liability & Indemnification

To the maximum extent permitted by Malaysian law, Tech Lead Malaysia Sdn Bhd shall not be liable for any indirect, incidental, special, punitive, or consequential damages (including loss of profits, revenue, or business data) arising out of or related to the use of our infrastructure.

The total liability of AwanPrime under any legal claim shall not exceed the total amount paid by the Client to AwanPrime in the three (3) months preceding the event giving rise to such claim.

10 Governing Law & Jurisdiction

This Agreement shall be governed by, construed, and enforced in accordance with the laws of Malaysia. Any disputes, claims, or controversies arising out of this Agreement shall be submitted to the exclusive jurisdiction of the Courts of Malaysia.