Terms of Service

Article 2 — Definitions

Services

All cloud computing services provided by Levia Cloud through the leviacloud.com platform, covering Virtual Machines, Bare Metal, Kubernetes, Block & Object Storage, Managed Database, Container Registry, Load Balancer, VPC & NAT Gateway, and their supporting services.

Account

The Customer’s registered identity on the Levia Cloud platform, used to order, manage, and be billed for the Services.

Resources

Any instance, volume, cluster, bucket, database, IP address, or other object the Customer provisions on the Account.

Customer Data

All data, content, configuration, images, snapshots, and backups the Customer uploads, creates, or stores on the Services.

Invoice

The electronic bill Levia Cloud issues for the Services in a given billing period.

Due Date

The 14th calendar day from the date the Invoice is issued.

Arrears

A payment obligation that remains unpaid after the Due Date has passed, including any late-payment penalty that has accrued.

Suspension

Temporary cessation of access to and operation of Resources due to Arrears or breach of these Terms, during which Customer Data is still retained.

Recovery Period

The period of 30 calendar days from the Suspension Date, given to the Customer to settle the Arrears and/or download Customer Data.

Permanent Deletion

Complete and unrecoverable deletion of all Resources and Customer Data, including every backup copy under Levia Cloud’s control.

Business Day

Monday to Friday, 08:00–18:00 WIB, excluding Indonesian national public holidays.

Official Channels

The email address registered on the Account, notifications in the Levia Cloud console, the ticket portal, and SMS to the registered phone number.

AUP

Acceptable Use Policy — as referred to in Article 8.

SLA

The applicable Levia Cloud Service Level Agreement.

Article 3 — Registration, accounts, and verification

1. (1)The Customer must be at least 18 years of age, or a legal entity competent to act under Indonesian law.
2. (2)The Customer must provide registration data that is accurate, complete, and current — name, address, an active phone number, an active email address, and, for business entities, a tax number (NPWP) and the corporate documents requested.
3. (3)Levia Cloud may carry out identity verification (Know Your Customer) and may refuse, delay, or cancel a registration where the data provided cannot be verified or is reasonably suspected of serving an unlawful purpose.
4. (4)The Customer is fully responsible for the confidentiality of Account credentials, including passwords, API keys, and SSH keys. All activity carried out through the Account is deemed to be the Customer’s own.
5. (5)Levia Cloud strongly recommends enabling two-factor authentication (2FA) on the Account. The Customer must notify Levia Cloud immediately upon becoming aware of any unauthorised use of the Account.
6. (6)The Customer must keep the registered email address and phone number active and reachable. Every notice sent to the Official Channels is deemed validly received, and the Customer’s failure to keep contact details current does not delay a notice taking effect.

Article 4 — Scope of services

1. (1)Levia Cloud provides the Services as described on the leviacloud.com platform and the applicable Service Price List, with infrastructure located in the Republic of Indonesia — the Jakarta (JKT-1, JKT-2) and Surabaya (SBY-1) regions.
2. (2)The Services are delivered on a self-service model. The Customer is fully responsible for architecture design, capacity selection, configuration, operating systems, and applications run on top of the Services, unless the Customer subscribes to a Managed Services package.
3. (3)Levia Cloud may add, change, or discontinue particular features over time. Discontinuation of a Service the Customer is actively using is notified at least 90 calendar days in advance, together with migration options and a pro-rata refund of unused prepaid fees.
4. (4)Services labelled Beta, Preview, or Trial are provided as-is, are not subject to the SLA, and may be withdrawn at any time.
5. (5)Levia Cloud may set reasonable quotas and technical limits (rate limits, resource counts, network capacity), published in the official documentation.

Article 5 — Rights and obligations of the parties

5.1 Levia Cloud’s obligations

• To provide the Services to the specification ordered and to the availability targets in the SLA.
• To provide technical support 24 hours a day, 7 days a week, via tickets and email at no additional charge.
• To give notice of scheduled maintenance in accordance with the SLA.
• To keep Customer Data confidential and secure under Articles 10 and 11.
• To issue accurate Invoices and make usage detail available for the Customer to inspect in the console.
• To give staged notice before Suspension and before Permanent Deletion, as set out in Article 7.

5.2 The Customer’s obligations

• To pay all invoices on time under Article 6.
• To use the Services in accordance with applicable law and the AUP.
• To manage security at the operating system, application, and data layers, including security updates for self-installed software.
• To maintain its own data backups appropriate to its business recovery needs, as set out in Article 11.
• Not to use the Services for activity that endangers the integrity of the Levia Cloud network or of other customers.
• To respond to urgent notices from Levia Cloud within a reasonable time.

5.3 Levia Cloud’s rights

• To suspend or terminate the Services under Articles 7 and 15.
• To take immediate technical mitigation — including traffic null-routing or isolation of Resources — in the event of an attack, abuse, or disruption affecting other customers, with notice to the Customer as soon as possible.
• To review pricing under Article 6(7).
• To refuse or stop any request that is unlawful or contrary to an order of a competent authority.

5.4 The Customer’s rights

• To receive the Services to specification and to the SLA targets, and to Service Credit compensation where a target is missed.
• To access, download, and move Customer Data at any time while the Account is active and throughout the Recovery Period.
• To receive clear and accurate information on pricing, specifications, and service conditions.
• To raise complaints, dispute invoices, and pursue dispute resolution under Article 17.
• To terminate the Services under Article 15.

Article 6 — Pricing, invoicing, and payment

1. (1)All prices are stated in Indonesian Rupiah (IDR) and exclude Value Added Tax (VAT) of 11% and any other applicable tax.
2. (2)Two billing models are available: (a) monthly subscription, invoiced in advance at the start of the period; and (b) hourly pay-as-you-go based on actual usage rounded up to the hour, where the hourly price equals the monthly price divided by 730.
3. (3)Payment falls due on the 14th calendar day from the date the Invoice is issued (the "Due Date").
4. (4)Late payment attracts a penalty of 1% per month on the outstanding amount, calculated pro rata daily and not compounded.
5. (5)An Invoice may be disputed no later than 7 calendar days from the Invoice date, via [email protected]. Undisputed portions remain payable on time. While a good-faith dispute is under review, the disputed portion is excluded from the Article 7 timeline.
6. (6)Promotional credits, trial credits, and Service Credits cannot be redeemed for cash, transferred, or exchanged for any other form of compensation.
7. (7)Levia Cloud may revise pricing on at least 30 calendar days’ written notice. Prices under a running contract do not change until that contract period ends. A Customer who does not accept the new pricing may terminate the Services without penalty before it takes effect.
8. (8)Unused prepaid fees are refunded pro rata where: (a) Levia Cloud discontinues a Service under Article 4(3); (b) the Customer terminates because of a price increase under paragraph (7); or (c) the Customer terminates because of repeated SLA failures under the SLA. Refunds are processed within 30 calendar days of the request being approved.

Article 7 — Late payment, suspension, and deletion of services

7.1 Billing timeline

The following stages apply automatically and in sequence to any Arrears. All day counts are calendar days.

The complete timeline, with the status of data at each stage, is set out in Appendix A.

7.2 Suspension of services

1. (1)If the Arrears remain unpaid by the 30th calendar day from the Due Date, Levia Cloud will suspend all Resources on the Customer’s Account (the "Suspension Date").
2. (2)During Suspension, the conditions in the table below apply.

1. (1)Suspension may also occur outside the Article 7.1 timeline in the event of a serious AUP breach, unlawful activity, or a written order from a competent authority. In that case Levia Cloud notifies the Customer of the reason as soon as possible and still grants the data-export right, unless prohibited by law.
2. (2)Suspension does not extinguish the Customer’s obligation to settle the Arrears and any penalty accrued.

7.3 Recovery period

1. (1)From the Suspension Date, the Customer is given a Recovery Period of 30 calendar days to settle all Arrears and late penalties, and/or to download Customer Data.
2. (2)The Recovery Period is granted once per Suspension event and is not extended automatically.
3. (3)The Customer may request an extension of the Recovery Period or an instalment arrangement in writing no later than 7 calendar days before the Recovery Period ends. Approval rests on Levia Cloud’s reasonable discretion and is recorded in writing. A request under review suspends Permanent Deletion until a decision is issued.

7.4 Permanent deletion

1. (1)Permanent Deletion is carried out on day 31 from the Suspension Date, equivalent to day 60 from the Due Date.
2. (2)Permanent Deletion covers, but is not limited to, all of the resources listed below.

• All virtual machines, bare metal instances, and worker nodes, with their operating systems and configuration.
• All block storage volumes, including detached volumes.
• All object storage buckets and objects, including previous object versions.
• All managed database instances, read replicas, and point-in-time recovery archives.
• All snapshots, custom images, and container images in the container registry.
• All managed backups and backup vault contents, including immutable copies.
• All network configuration, VPCs, load balancer rules, and managed certificates.
• All operational logs and monitoring metrics belonging to the Account.

1. (1)Deletion uses methods that make recovery impossible. Levia Cloud retains no backup copy of Customer Data after Permanent Deletion, so a restore request cannot be met even if the Arrears are settled after that date.
2. (2)Permanent Deletion is a consequence the parties have agreed to, and is carried out only after Levia Cloud has discharged every staged notification obligation under Articles 7.1 and 7.6, and after giving the Customer a reasonable opportunity — at least 60 calendar days — to settle the obligation and download Customer Data.
3. (3)Levia Cloud issues a deletion record stating the date, time, and list of Resources deleted, and delivers it to the Customer through the Official Channels within 3 Business Days of execution.
4. (4)Permanent Deletion does not extinguish the Customer’s obligation to settle Arrears and penalties accrued up to the deletion date. Levia Cloud may pursue lawful collection of the remaining balance.
5. (5)Personal data within Customer Data is deleted in accordance with Law No. 27 of 2022 on Personal Data Protection. Data that must be retained by law — including transaction records and tax documents — is kept by Levia Cloud for the required period, separately from operational Customer Data.

7.5 Reactivation

1. (1)The Customer may reactivate suspended Services at any time during the Recovery Period by settling all Arrears and late penalties.
2. (2)Reactivation is processed within 1 x 24 hours of payment being confirmed. No reactivation fee is charged.
3. (3)Levia Cloud does not guarantee that the same public IP address, hostname, or zone placement can be restored after reactivation, particularly where reactivation occurs after day 15 of the Recovery Period.
4. (4)Once Permanent Deletion has been carried out, reactivation is not possible. A Customer wishing to use the Services again must register a new Account and settle all prior obligations.

7.6 Notification terms

1. (1)Every notice under Article 7 is sent through at least 2 Official Channels simultaneously — email to the registered address and a notification in the Levia Cloud console. Notices at Stages 4 and 5 are also sent by SMS to the registered phone number.
2. (2)Each notice states at minimum: the amount outstanding and penalty accrued, the related Invoice number, the current stage, the exact date of the next stage, how to pay, and how to request a data export.
3. (3)A notice is validly received when it is sent to the registered email address, whether or not the Customer opens it. The Customer is responsible for ensuring Levia Cloud notices are not blocked by its mail filter.
4. (4)Levia Cloud keeps delivery records for all notices and provides them to the Customer on request.
5. (5)If Levia Cloud is shown to have failed its notification obligation at Stage 4 or Stage 6, Permanent Deletion is deferred and the timeline restarts from the date valid notice is given.

Article 8 — Acceptable Use Policy (AUP)

The Customer must not use the Services for any of the following:

• Activity that breaches Indonesian law, including online gambling, fraud, money laundering, and distribution of prohibited content.
• Distribution of indecent content, in particular child sexual exploitation material, and content constituting hate speech or incitement to violence.
• Unsolicited bulk email (spam), phishing, or social engineering.
• Distribution of malware, operation of botnets, command-and-control servers, or cyber-attack infrastructure.
• Scanning, intrusion into, or attacks on third-party systems without the system owner’s written permission.
• Infringement of third-party intellectual property rights.
• Activity that unreasonably burdens shared infrastructure and thereby disrupts other customers.
• Reselling the Services without a written partnership agreement with Levia Cloud.

1. (1)International bandwidth is subject to a fair-use allowance of 10 TB per month per Account. Usage beyond that is charged at IDR 150 per GB. Domestic IIX/OpenIXP bandwidth is unmetered so long as it is used reasonably.
2. (2)Load testing and penetration testing are permitted only against the Customer’s own Resources and must be notified to Levia Cloud at least 5 Business Days in advance.
3. (3)Breach of this Article may result in immediate Suspension under Article 7.2 and/or termination under Article 15, without prejudice to Levia Cloud’s right to pursue legal remedies.

Article 9 — Service levels and technical support

1. (1)Availability targets, the definition of downtime, exclusions, and the Service Credit mechanism are set out in full in the applicable Levia Cloud Service Level Agreement (SLA), which forms an inseparable part of these Terms.
2. (2)In summary, the monthly availability target is 99.95% for Compute and Network in standard configurations, and up to 99.99% for High Availability configurations explicitly subscribed to.
3. (3)Standard technical support is available 24 hours a day, 7 days a week via the ticket portal and email at no additional charge. Tighter response times are available through Managed Services packages.
4. (4)Service Credit is the sole and exclusive remedy for a missed SLA target. It is tiered at 10%, 25%, or 100% of the monthly fee for the affected service, with a full 100% credit where actual monthly uptime falls below 95.00%.

Article 10 — Customer data and personal data protection

1. (1)Customer Data belongs entirely to the Customer. Levia Cloud acquires no ownership rights over Customer Data.
2. (2)In processing personal data contained in Customer Data, the Customer acts as Personal Data Controller and Levia Cloud as Personal Data Processor within the meaning of Law No. 27 of 2022 on Personal Data Protection.
3. (3)Levia Cloud processes Customer Data solely to deliver the Services and does not access its contents, except: (a) at the Customer’s request or with its consent for technical support; (b) where necessary to address an urgent security incident or disruption; or (c) where required by law or by order of a competent authority.
4. (4)All Customer Data is stored and processed in data centres within the Republic of Indonesia. Levia Cloud does not transfer Customer Data outside Indonesia without the Customer’s written consent.
5. (5)Levia Cloud notifies the Customer of a security incident affecting personal data within 3 x 24 hours of becoming aware of it, in accordance with Article 46 of Law No. 27 of 2022.
6. (6)If Levia Cloud receives a data access request from law enforcement, it will inform the Customer so far as it is not prohibited from doing so.
7. (7)On termination at the Customer’s initiative, Customer Data is retained for 30 calendar days before permanent deletion, and the Customer may download or request handover of the data during that period. Article 7.4 applies specifically to termination arising from Arrears.
8. (8)Levia Cloud operates its electronic systems in accordance with Government Regulation No. 71 of 2019 and is registered as a Private Scope Electronic System Operator.

Article 11 — Security and data backup

1. (1)Levia Cloud applies infrastructure-layer security covering physical data centre security, network segmentation, access control, encryption in transit, layer 3 and 4 DDoS mitigation, and 24-hour monitoring. Levia Cloud holds ISO/IEC 27001 and ISO 9001 certification.
2. (2)Security responsibility follows the shared responsibility model: Levia Cloud is responsible for the security of the cloud infrastructure, while the Customer is responsible for the security of the operating systems, applications, configuration, credentials, and data run on top of it.

1. (1)Customers are strongly advised to maintain independent backups outside Levia Cloud, appropriate to their business recovery needs.
2. (2)For Services that include automatic backup — such as Managed Database with 7-day retention — Levia Cloud works to maintain a backup success rate of at least 98% per month under the SLA.

Article 12 — Intellectual property

1. (1)All intellectual property rights in the Levia Cloud platform, software, documentation, trade marks, and logos belong to PT Levia Cloud Indonesia or its licensors.
2. (2)The Customer is granted a limited, non-exclusive, non-transferable, revocable licence to use the platform solely to make use of the Services for the duration of these Terms.
3. (3)The Customer may not reverse engineer, decompile, or copy any part of the Levia Cloud platform, except to the extent permitted by law.
4. (4)The Customer warrants that it holds valid rights to all content and software it uploads or runs on the Services, and indemnifies Levia Cloud against third-party claims arising from them.
5. (5)Levia Cloud may cite the Customer’s name and logo as a reference only after obtaining the Customer’s written consent.

Article 13 — Limitation of liability and indemnity

1. (1)Levia Cloud is liable for direct loss actually arising from its own negligence in delivering the Services.
2. (2)Levia Cloud’s total liability for all claims arising in any 12-month period is capped at the total Service fees the Customer paid to Levia Cloud in the 6 months preceding the claim.
3. (3)Levia Cloud is not liable for indirect loss, lost profits, lost revenue, lost business opportunity, or other consequential loss.
4. (4)The caps in paragraphs (2) and (3) do not apply where loss arises from Levia Cloud’s wilful misconduct or gross negligence, breach of confidentiality obligations, breach of personal data protection obligations, or any other matter that cannot be limited by law.
5. (5)Levia Cloud is not liable for loss of Customer Data arising from: (a) the Customer’s own act or omission; (b) the Customer not enabling a backup service; or (c) Permanent Deletion carried out under the Article 7 procedure after every notification obligation was discharged.
6. (6)The Customer indemnifies and holds Levia Cloud harmless against third-party claims arising from the Customer’s unlawful use of the Services or breach of the AUP.
7. (7)Nothing in this Article is intended to shift Levia Cloud’s liability onto the Customer, which is prohibited by Article 18(1)(a) of Law No. 8 of 1999 on Consumer Protection.

Article 14 — Force majeure

1. (1)Neither party is liable for delay or failure to perform caused by circumstances beyond its reasonable control, including but not limited to natural disaster, earthquake, flood, fire, epidemic, war, civil unrest, strikes, failure of the national power or telecommunications grid, nationwide cyber attack, or a change in law.
2. (2)The affected party must notify the other in writing within 7 calendar days of the force majeure event, with an estimate of its impact and duration.
3. (3)The obligation to pay for Services already received before the force majeure event remains in force.
4. (4)If a force majeure event continues for more than 60 consecutive calendar days, either party may terminate the Services without penalty, settling obligations accrued to the termination date.

Article 15 — Term, termination, and exit migration

1. (1)These Terms take effect when the Customer registers an Account and remain in force while the Account is active or until terminated under this Article.
2. (2)The Customer may terminate the Services at any time via the console or by written notice. There is no minimum contract for monthly and pay-as-you-go Services unless otherwise agreed in a PKS. Bare Metal and Managed Services are subject to the agreed minimum contract period.
3. (3)Levia Cloud may terminate these Terms and close the Account where: (a) Arrears remain unpaid at the end of the Recovery Period under Article 7; (b) there is a serious AUP breach; (c) the Customer is declared bankrupt or is liquidated; or (d) it is required by law or by order of a competent authority.
4. (4)Except for termination arising from Arrears, which is governed by Article 7, Levia Cloud gives at least 30 calendar days’ written notice before terminating on its own initiative.
5. (5)On termination at the Customer’s initiative, the Customer is entitled to a 30-calendar-day exit transition period to download and move Customer Data, with no additional export charge.
6. (6)For Managed Services customers, termination and exit transition follow the applicable SOW, including handover of documentation, credentials, and runbooks.
7. (7)Provisions on confidentiality, intellectual property, limitation of liability, accrued payment obligations, and dispute resolution survive the end of these Terms.

Article 16 — Changes to these terms

1. (1)Levia Cloud may review and update these Terms over time to keep pace with the Services and with the law.
2. (2)Material changes — including price changes, changes to the Article 7 timeline, reductions in Customer rights, or changes to the liability cap — are notified through the Official Channels at least 30 calendar days before they take effect.
3. (3)A Customer who does not accept a material change may terminate the Services without penalty before the effective date, with a pro-rata refund of unused prepaid fees.
4. (4)Administrative changes and editorial corrections may be made without 30 days’ notice, but are still published on the Terms page together with the version history.
5. (5)Levia Cloud keeps an archive of every version of these Terms and its effective date, and provides it to the Customer on request.
6. (6)This Article is drafted to satisfy Article 18(1)(g) of Law No. 8 of 1999, so that the Customer is not subject to unilateral change without notice and without a right to exit.

Article 17 — Dispute resolution and governing law

1. (1)These Terms are governed by and construed under the laws of the Republic of Indonesia.
2. (2)Any complaint or dispute is first addressed by good-faith consultation within 30 calendar days of the complaint being made in writing.
3. (3)Levia Cloud provides a complaints channel at [email protected] and responds to every complaint within 3 Business Days.
4. (4)If consultation does not reach agreement, the dispute is resolved by the Indonesian National Board of Arbitration (BANI) in Jakarta under BANI’s applicable rules and procedures, with a final and binding award.
5. (5)Individual Customers who qualify as consumers under Law No. 8 of 1999 retain the right to pursue resolution through the Consumer Dispute Settlement Body (BPSK) or the district court; the arbitration clause in paragraph (4) does not extinguish that right.

Article 18 — Miscellaneous and contact

Severability

If any provision is held invalid or void, the remaining provisions stay in full force and the parties will replace it with a valid provision of equivalent economic intent.

Assignment

The Customer may not assign its rights and obligations without Levia Cloud’s written consent. Levia Cloud may assign these Terms to a successor entity in a merger or acquisition, on notice to the Customer.

Entire Agreement

These Terms, together with the documents referred to in Article 1(4), constitute the entire agreement between the parties and supersede all prior communications on the same subject.

Language

These Terms are made in the Indonesian language. Where a translated version is published, the Indonesian version prevails in the event of a difference in interpretation, in accordance with Law No. 24 of 2009.

No Waiver

A party’s failure to enforce a provision is not a waiver of its right to do so later.

Official contacts

Appendix A — Billing, suspension, and deletion timeline

The complete timeline from Invoice issue to Permanent Deletion. All days are calendar days. The "Data status" column shows the condition of Customer Data at that stage.

Appendix B — Notification summary and official channels

B.1 Mandatory notice schedule

B.2 Official channels and validity of notice

Registered email

Valid once sent to the address registered on the Account. The Customer must keep the address active and must not block @leviacloud.com senders.

Console notification

Shown on the Account dashboard and kept in a notification history the Customer can inspect at any time.

SMS

Sent to the registered phone number at the suspension and Recovery Period stages.

Ticket portal

Used for two-way correspondence and for submitting requests.

Status Page

Used for general announcements, not for individual billing notices.

B.3 Key deadlines for the customer