Service Level Agreement

Support SLA

There are three means of support; telephone, electronic and onsite. Telephone support covers fixed landline and mobile access to the Service Provider support and help-desk. Electronic support covers both support request through email and online remote support during and after business hours as well as emergency.

Onsite support provides during, after business hours, emergency support and Sales Account/Technical Representative presents. Table 1 shows the coverage for each support item and their availability time.

The Service Provider is to absorb all necessary troubleshooting options through online remote support unless onsite support is necessary. Onsite support will be attended based on qualified and certified engineer availability but within the stipulated response and resolution time. All services qualifying under these conditions, as well as services that fall outside this scope will fall under the provisions of Appendix B.

Hardware costs of any kind are not covered under the terms of this Agreement.

Coverage

Support Type Support Item Availability (GMT +8) Description Contact Info
Telephone Landline Support 0830 – 1730 Monday – Friday Telephone Based Technical Support Tel: +603 78902810 Press 2 for Support
Emergency Mobile Support 24/7/365 Call & Mobile SMS 016-2622418(Ops Manager)
016-2622409 (Gen Manager)
Electronic Mail Support 0830 – 1730 Monday – Saturday Web-based Technical Support, Helpdesk Ticketing System and Chat Support support@microdium.com
Remote Support 0830 – 1730 Monday – Friday except Public Holiday and Microdium NOC scheduled maintenance Remote monitoring and managing client equipment support@microdium.com
After-hours Remote Support 1701-2100

Monday – Saturday

After-hours remote support on business days upon requirement support@microdium.com

 

Emergency Remote Support 2101-0759

Monday – Friday

0001 – 2359

Saturday, Sunday, Public Holiday

Emergency support 24/7 upon requirement support@microdium.com

 

Onsite Onsite Support 0800 – 1700 Monday – Friday 1. Preventive Maintenance

2. Onsite support visit upon requirement As per Schedule A

3. Notice & Service Request Form to be fax or email in at prior 3 hours if service exceed 10 times and chargeable amount will be imposed. (refer table additional request)

 

Tel: +603 78902810
Press 2 for SupportFax: 03-90782504

 

 

After-hours Onsite Support 1731-2100

Monday – Friday

1. After-hours support on business days upon requirement

2. Notice & Service request form to be fax or email in at prior 3 hours and chargeable amount will be imposed. (refer table additional request)

 

016-2622418

Fax: 03-90782504

Emergency Onsite Support 2101-0759

Monday – Friday

0001 – 2359

Saturday, Sunday, Public Holiday

1. Emergency support 24/7 upon requirement

2. Chargeable amount will be imposed after recover disaster status. (Critical dependency)

016-2622409(GM)

cs@microdium.com

Sales Account/Technical Representative 0830 – 1730 Monday – Saturday Onsite Customer event planning assistance, delivery and consultancy works Tel: +603 78902810 Press 2
0162622418
sales@microdium.com 

Table 1: Support Coverage

 

Description Charges
Service request outside office hours

(Monday to Friday)

RM 200 per hour with minimum 2 Hours
Service request or emergency overtime on Saturday or Sunday or gazette public holiday RM 400 per hour with minimum 2 Hours

Table: Additional Service Request

Service outside Normal Working Hours

After-hours services are performed at the hours of 5:31pm – 9:00pm Monday through Friday, excluding public holidays. Emergency services are performed after the after-hours support from 9:01pm – 7:59am Monday – Friday, and whole day Saturday and Sunday.

Service Calls Where No Trouble is found

If the Client requests onsite service and no problem is found or reproduced, the Client shall be billed at the current applicable rates as indicated in Appendix B.

Limitation of Liability

In no event shall the Service Provider be held liable for indirect, special, incidental or consequential damages arising out of service provided hereunder, including but not limited to loss of profits or revenue, loss of use of equipment, lost data, costs of substitute equipment, or other costs.

Response and Resolution Time

The following table shows the targets of response and resolution times for each priority level:

 

 

 

 

 

 

 

 

 

 

 

 

Support Tiers and Escalation

The Service Provider will respond to the Client’s Trouble Tickets under the provisions of Appendix A, and with best effort after-hours or on holidays. Trouble Tickets must be opened by Client’s designated I.T. Contact Person, by email to our Help Desk, or by phone if email is unavailable. Each call will be assigned a Trouble Ticket number for tracking. Our support tiers and escalation process and workflow is detailed as per table 3 and Appendix A below.

Support Tier Description
Tier 1 Support All support incidents begin in Tier 1, where the initial trouble ticket is created, the issue is identified and clearly documented, and basic hardware/software troubleshooting is initiated remotely.
Tier 2 Support

 

All support incidents that cannot be resolved with Tier 1 Support are escalated to Tier 2, where more complex support on hardware/software issues can be provided by more experienced Engineers remotely and merely onsite.
Tier 3 Support

 

Support Incidents that cannot be resolved by Tier 2 Support are escalated to Tier 3, where onsite support is provided by the most qualified and experienced Engineers who have the ability to collaborate with 3rd Party (Vendor) Support Engineers to resolve the most complex issues.

Table 3: Support Tiers