Service Level Agreement

SERVICE LEVEL AGREEMENT (SLA)

 

Web/ Software Solutions

  • Service Availability: We aim for a service uptime of 99.9%, excluding scheduled maintenance which will be informed via writing (Email or WhatsApp). It will be assumed that client has acknowledged upon receiving the written notification.
  • Response Time: We guarantee to respond within 3 working days following any reported issues as long as it is under the stated scope of work in this proposal.
  • Resolution Time: We aim to resolve issues within 5 working days. Should more time be needed due to the scope of work or if it falls outside the standard scope, additional time & cost may be required.
  • Our support hotline via WhatsApp or email is only available from Monday to Fri, 9am to 6pm. Excluding public holidays

 

Other solutions

  • We aim to reply to all messages within 2 working days. For full marketing support as a service project, we aim to acknowledge all requests/ tasks within 2 working hours.