1. PURPOSE
This Service Level Agreement (“SLA”) defines the service levels, support commitments, and performance standards for MARKHRiS provided by Excel Systems Sdn Bhd [Company No. 198901005501 (182806-W)] (“Company”).
2. EFFECTIVE PERIOD
This SLA is valid throughout the Customer’s active subscription period and remains in effect unless replaced by a revised version.
3. SUPPORT HOURS
Support is available from Monday to Friday, 9:30 AM to 5:30 PM Malaysian Time (MYT), excluding Saturday, Sunday, and Selangor State Public Holidays.
4. SERVICE AVAILABILITY (UPTIME)
The Company targets: 99.5% monthly uptime
Exclusions:
- Scheduled maintenance
- Emergency maintenance
- Force majeure events
- Third-party infrastructure failures
5. MAINTENANCE
The Company may perform:
- Scheduled maintenance (with prior notice where practicable)
- Emergency maintenance (without prior notice if required)
Maintenance is typically performed during off-peak hours.
6. FEATURE RELEASES & UPDATES
The Company may:
- Release new features periodically
- Perform system updates and improvements
Updates may occur without disruption but may require maintenance downtime.
7. INCIDENT MANAGEMENT & SUPPORT TIERS
Tier 1 – General Support
Definition:
- General enquiries
- Configuration questions
Response Time:
Within 24 hours (business hours)
Tier 2 – Non-Critical Issue
Definition:
- Partial system issue
- Workaround available
Response Time:
Within 6 hours (business hours)
Resolution:
- Workaround provided
- Fix scheduled in future release if required
Tier 3 – Critical Issue
Definition:
- Payroll processing failure
- System unavailable
- Major business impact
Response Time:
Within 4 hours (business hours)
Resolution:
- Immediate investigation
- Continuous effort until service restored
8. CASE MANAGEMENT
Customers must provide sufficient details.
Resolution may include:
- Fix
- Workaround
- Guidance
9. ESCALATION PROCESS
Customers may request escalation if:
- Issue is not progressing
- Business impact increases
Escalated cases receive priority handling.
10. CUSTOMER RESPONSIBILITIES
Customers must:
- Provide accurate information
- Respond promptly to support requests
- Follow recommended solutions
Failure may delay resolution.
11. SERVICE MEASUREMENT
SLA Breach occurs if:
- Response time exceeds defined limits
- Uptime falls below 99.5%
12. SERVICE CREDITS
At the Company’s discretion, remedies may include:
- Subscription extension
- Service credits
- Priority support
13. SUPPORT CHANNELS
Support is available via:
- Email: support@excels.com.my
- Hotline Support
- Authorized resellers
14. SERVICE EXCLUSIONS
This SLA does NOT apply to:
- Internet/network issues outside Company control
- Customer misuse or misconfiguration
- Third-party system failures
- Force majeure events
15. SERVICE REPORTING
Customers may report SLA breaches with supporting evidence.
The Company will review and respond accordingly.
16. CHANGES TO SLA
The Company may update this SLA from time to time.
Updates will be communicated via email or official channels.