Service Level Agreement (SLA)

1. Ruang Lingkup Layanan1. Scope of Service

Layanan yang diberikan mencakup, namun tidak terbatas pada:The services provided include, but are not limited to:

• Pengambilan gambar panorama 360° di lokasi klien.360° panoramic image capture at the client's location.
• Proses stitching (penggabungan gambar) dan retouching standar (koreksi warna dan pencahayaan).Stitching process (image merging) and standard retouching (color and lighting correction).
• Pembuatan sistem navigasi Virtual Tour (Hotspot, Menu, Floorplan).Creation of the Virtual Tour navigation system (Hotspots, Menus, Floorplans).
• Penyisipan elemen multimedia tambahan (Teks deskripsi, Gambar Pop-up, Video embed) sesuai paket yang disepakati.Insertion of additional multimedia elements (Description text, Pop-up Images, Video embeds) according to the agreed package.
• Hosting dan pemeliharaan server untuk file Virtual Tour (jika klien memilih paket hosting dari 360Go).Hosting and server maintenance for Virtual Tour files (if the client chooses a hosting package from 360Go).

2. Waktu Pengerjaan (Timeline)2. Project Timeline

Kami berkomitmen untuk menyelesaikan proyek tepat waktu. Estimasi standar pengerjaan adalah sebagai berikut:We are committed to completing projects on time. The standard estimated timeline is as follows:

• Pengambilan Gambar (Shooting):Shooting:1 - 3 hari kerja, tergantung luas lokasi dan jumlah titik panorama.1 - 3 working days, depending on the location size and number of panoramic points.
• Proses Editing & Draft Pertama:Editing Process & First Draft:5 - 10 hari kerja setelah proses shooting selesai.5 - 10 working days after the shooting process is complete.
• Finalisasi setelah Revisi:Finalization after Revisions:2 - 4 hari kerja setelah daftar revisi dari klien kami terima.2 - 4 working days after we receive the revision list from the client.

3. Kebijakan Revisi3. Revision Policy

Untuk memastikan kepuasan Anda, 360Go memberikan kesempatan revisi dengan ketentuan:To ensure your satisfaction, 360Go provides revision opportunities with the following terms:

• Klien berhak mendapatkan maksimal 2 (dua) kali fase revisi (Minor) setelah penyerahan draft pertama.Clients are entitled to a maximum of 2 (two) Minor revision phases after the submission of the first draft.
• Revisi minor meliputi: perubahan posisi hotspot, perbaikan teks deskripsi, penggantian gambar pop-up, dan penyesuaian navigasi.Minor revisions include: changes to hotspot positions, corrections to description text, replacement of pop-up images, and navigation adjustments.
• Revisi tidak mencakup: Pengambilan gambar ulang (re-shoot) di lokasi, kecuali jika terdapat kesalahan teknis fatal dari pihak 360Go. Jika re-shoot diperlukan karena perubahan kondisi lokasi dari klien, akan dikenakan biaya tambahan.Revisions do not include: Re-shooting on location, unless there is a fatal technical error by 360Go. If a re-shoot is required due to changes in location conditions by the client, additional charges will apply.

4. Jaminan Uptime Server4. Server Uptime Guarantee

Bagi klien yang menggunakan layanan hosting langsung dari server 360Go (domain tour.360go.id):For clients using hosting services directly from 360Go servers (tour.360go.id domain):

• Kami memberikan jaminan Uptime Server sebesar 99.5% setiap bulannya.We provide a Server Uptime guarantee of 99.5% every month.
• Pemeliharaan server (Maintenance) rutin akan diinformasikan minimal 2x24 jam sebelumnya dan dilakukan pada jam dengan lalu lintas rendah.Routine server maintenance will be informed at least 2x24 hours in advance and performed during low-traffic hours.
• Jika terjadi downtime akibat masalah server internal kami melebihi batas SLA, klien berhak mendapatkan kompensasi perpanjangan masa aktif hosting.If downtime occurs due to internal server issues exceeding the SLA limit, clients are entitled to a free extension of their active hosting period.

5. Tanggung Jawab Klien5. Client Responsibilities

• Persiapan Lokasi:Location Preparation:Klien wajib memastikan lokasi dalam keadaan bersih, rapi, dan siap didokumentasikan pada jadwal yang telah disepakati.Clients must ensure the location is clean, tidy, and ready to be documented on the agreed schedule.
• Perizinan:Permits:Mengurus segala bentuk perizinan akses masuk, keamanan, atau izin keramaian (jika ada) di lokasi shooting.Arranging all forms of entry access permits, security, or crowd permits (if any) at the shooting location.
• Penyediaan Materi:Material Provision:Memberikan materi tambahan tepat waktu (seperti Logo beresolusi tinggi, materi teks deskripsi, atau denah/floorplan).Providing additional materials on time (such as high-resolution Logos, description text materials, or floorplans).

6. Pembatalan & Reschedule6. Cancellation & Rescheduling

• Faktor Cuaca / Force Majeure:Weather Factors / Force Majeure:Jika shooting dilakukan di area luar ruangan (outdoor) dan terjadi cuaca buruk, jadwal shooting dapat dijadwalkan ulang tanpa biaya tambahan.If shooting is done outdoors and bad weather occurs, the shooting schedule can be rescheduled at no additional cost.
• Perubahan Jadwal oleh Klien:Schedule Changes by Client:Permintaan reschedule harus diinformasikan maksimal 2x24 jam sebelum hari H. Perubahan mendadak pada hari H dapat dikenakan biaya kompensasi akomodasi/transportasi.Reschedule requests must be informed a maximum of 2x24 hours before the D-day. Sudden changes on the D-day may incur additional accommodation/transportation compensation charges.

7. Dukungan Pelanggan7. Customer Support

Tim 360Go siap membantu Anda jika terdapat kendala teknis (link error, gambar tidak memuat) pada Virtual Tour yang telah diserahterimakan. Silakan hubungi kami melalui saluran resmi (Email/WhatsApp) pada jam kerja operasional (Senin - Jumat, 09.00 - 17.00 WIB).The 360Go team is ready to assist you if there are technical issues (link errors, images not loading) in the handed-over Virtual Tour. Please contact us via official channels (Email/WhatsApp) during operational working hours (Monday - Friday, 09:00 - 17:00 WIB).