This Service Level Agreement (“SLA”) defines the service levels, support commitments, and performance standards for MARKHRiS provided by Excel Systems Sdn Bhd [Company No. 1989010055001 (182806W)] (“Company”).
This SLA is valid throughout the Customer’s active subscription period and remains in effect unless replaced by a revised version.
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.
The Company targets: 99.5% monthly uptime
Exclusions:
The Company may perform:
Maintenance is typically performed during off-peak hours.
The Company may:
Updates may occur without disruption but may require maintenance downtime.
Tier 1 – General Support
Definition:
Response Time:
Within 24 hours (business hours)
Tier 2 – Non-Critical Issue
Definition:
Response Time:
Within 6 hours (business hours)
Resolution:
Tier 3 – Critical Issue
Definition:
Response Time:
Within 4 hours (business hours)
Resolution:
Customers must provide sufficient details.
Resolution may include:
Customers may request escalation if:
Escalated cases receive priority handling.
Customers must:
Failure may delay resolution.
SLA Breach occurs if:
At the Company’s discretion, remedies may include:
Support is available via:
This SLA does NOT apply to:
Customers may report SLA breaches with supporting evidence.
The Company will review and respond accordingly.