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: