{"id":14916,"date":"2022-12-06T11:32:46","date_gmt":"2022-12-06T03:32:46","guid":{"rendered":"https:\/\/www.microdium.com\/public\/?page_id=14916"},"modified":"2023-04-21T12:33:14","modified_gmt":"2023-04-21T04:33:14","slug":"sla","status":"publish","type":"page","link":"https:\/\/www.microdium.com\/public\/sla\/","title":{"rendered":"SLA"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-page\" data-elementor-id=\"14916\" class=\"elementor elementor-14916\">\n\t\t\t\t\t\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-1b7390d elementor-section-full_width elementor-section-height-default elementor-section-height-default\" data-id=\"1b7390d\" data-element_type=\"section\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;,&quot;ekit_has_onepagescroll_dot&quot;:&quot;yes&quot;}\">\n\t\t\t\t\t\t\t<div class=\"elementor-background-overlay\"><\/div>\n\t\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-no\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-62d9e01c\" data-id=\"62d9e01c\" data-element_type=\"column\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t\t\t<section class=\"elementor-section elementor-inner-section elementor-element elementor-element-6c4547ca elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"6c4547ca\" data-element_type=\"section\" data-settings=\"{&quot;ekit_has_onepagescroll_dot&quot;:&quot;yes&quot;}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-no\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-inner-column elementor-element elementor-element-4a886917\" data-id=\"4a886917\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t\t\t<div class=\"elementor-element elementor-element-345ca31a elementor-widget__width-auto elementor-widget elementor-widget-heading\" data-id=\"345ca31a\" data-element_type=\"widget\" data-settings=\"{&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<style>\/*! elementor - v3.12.0 - 29-03-2023 *\/\n.elementor-heading-title{padding:0;margin:0;line-height:1}.elementor-widget-heading .elementor-heading-title[class*=elementor-size-]>a{color:inherit;font-size:inherit;line-height:inherit}.elementor-widget-heading .elementor-heading-title.elementor-size-small{font-size:15px}.elementor-widget-heading .elementor-heading-title.elementor-size-medium{font-size:19px}.elementor-widget-heading .elementor-heading-title.elementor-size-large{font-size:29px}.elementor-widget-heading .elementor-heading-title.elementor-size-xl{font-size:39px}.elementor-widget-heading .elementor-heading-title.elementor-size-xxl{font-size:59px}<\/style><div class=\"elementor-heading-title elementor-size-default\"><a href=\"#\">Home<\/a><\/div>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-481bf951 elementor-widget__width-auto elementor-widget elementor-widget-heading\" data-id=\"481bf951\" data-element_type=\"widget\" data-settings=\"{&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<div class=\"elementor-heading-title elementor-size-default\">\/<\/div>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-2f8c5510 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"2f8c5510\" data-element_type=\"section\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;,&quot;ekit_has_onepagescroll_dot&quot;:&quot;yes&quot;}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-no\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-2d081784\" data-id=\"2d081784\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t\t\t<section class=\"elementor-section elementor-inner-section elementor-element elementor-element-6625837f elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"6625837f\" data-element_type=\"section\" data-settings=\"{&quot;ekit_has_onepagescroll_dot&quot;:&quot;yes&quot;}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-no\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-inner-column elementor-element elementor-element-4d648f04\" data-id=\"4d648f04\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t\t\t<div class=\"elementor-element elementor-element-71ee0e8c elementor-widget elementor-widget-text-editor\" data-id=\"71ee0e8c\" data-element_type=\"widget\" data-settings=\"{&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<style>\/*! elementor - v3.12.0 - 29-03-2023 *\/\n.elementor-widget-text-editor.elementor-drop-cap-view-stacked .elementor-drop-cap{background-color:#69727d;color:#fff}.elementor-widget-text-editor.elementor-drop-cap-view-framed .elementor-drop-cap{color:#69727d;border:3px solid;background-color:transparent}.elementor-widget-text-editor:not(.elementor-drop-cap-view-default) .elementor-drop-cap{margin-top:8px}.elementor-widget-text-editor:not(.elementor-drop-cap-view-default) .elementor-drop-cap-letter{width:1em;height:1em}.elementor-widget-text-editor .elementor-drop-cap{float:left;text-align:center;line-height:1;font-size:50px}.elementor-widget-text-editor .elementor-drop-cap-letter{display:inline-block}<\/style>\t\t\t\t<p><strong>Service Level Agreement<\/strong><\/p><p><strong>Support SLA<\/strong><\/p><p>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.<\/p><p><strong>Onsite support<\/strong>\u00a0provides 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.<\/p><p>The Service Provider is to absorb all necessary troubleshooting options through\u00a0<strong>online remote support<\/strong>\u00a0unless 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.<\/p><p>Hardware costs of any kind are not covered under the terms of this Agreement.<\/p><p><strong>Coverage<\/strong><\/p><table><tbody><tr><td><strong>Support Type<\/strong><\/td><td><strong>Support Item<\/strong><\/td><td><strong>Availability (GMT +8)<\/strong><\/td><td><strong>Description<\/strong><\/td><td><strong>Contact Info<\/strong><\/td><\/tr><tr><td rowspan=\"2\">Telephone<\/td><td>Landline Support<\/td><td>0830 \u2013 1730 Monday \u2013 Friday<\/td><td>Telephone Based Technical Support<\/td><td><strong>Tel: +603\u00a0<u>78902810\u00a0<\/u><\/strong>Press 2 for Support<\/td><\/tr><tr><td>Emergency Mobile Support<\/td><td>24\/7\/365<\/td><td>Call &amp; Mobile SMS<\/td><td>016-2622418(Ops Manager)<br \/>016-2622409 (Gen Manager)<\/td><\/tr><tr><td rowspan=\"4\">Electronic<\/td><td>Mail Support<\/td><td>0830 \u2013 1730 Monday \u2013 Saturday<\/td><td>Web-based Technical Support, Helpdesk Ticketing System and Chat Support<\/td><td><a href=\"mailto:support@icompucare.my\">support@microdium.com<\/a><\/td><\/tr><tr><td>Remote Support<\/td><td>0830 \u2013 1730 Monday \u2013 Friday except Public Holiday and Microdium NOC scheduled maintenance<\/td><td>Remote monitoring and managing client equipment<\/td><td><a href=\"mailto:support@icompucare.my\">support@microdium.com<\/a><\/td><\/tr><tr><td>After-hours Remote Support<\/td><td><p>1701-2100<\/p><p>Monday \u2013 Saturday<\/p><\/td><td>After-hours remote support on business days upon requirement<\/td><td><p><a href=\"mailto:support@icompucare.my\">support@microdium.com<\/a><\/p><\/td><\/tr><tr><td>Emergency Remote Support<\/td><td><p>2101-0759<\/p><p>Monday \u2013 Friday<\/p><p>0001 \u2013 2359<\/p><p>Saturday, Sunday, Public Holiday<\/p><\/td><td>Emergency support 24\/7 upon requirement<\/td><td><p><a href=\"mailto:support@icompucare.my\">support@microdium.com<\/a><\/p><\/td><\/tr><tr><td rowspan=\"4\">Onsite<\/td><td>Onsite Support<\/td><td>0800 \u2013 1700 Monday \u2013 Friday<\/td><td><p>1. Preventive Maintenance<\/p><p>2. Onsite support visit upon requirement As per Schedule A<\/p><p>3. Notice &amp; 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)<\/p><\/td><td><p><strong>Tel: +603 78902810<\/strong><br \/>Press 2 for SupportFax: 03-90782504<\/p><\/td><\/tr><tr><td>After-hours Onsite Support<\/td><td><p>1731-2100<\/p><p>Monday \u2013 Friday<\/p><\/td><td><p>1. After-hours support on business days upon requirement<\/p><p>2. Notice &amp; Service request form to be fax or email in at prior 3 hours and chargeable amount will be imposed. (refer table additional request)<\/p><\/td><td><p>016-2622418<\/p><p>Fax: 03-90782504<\/p><\/td><\/tr><tr><td>Emergency Onsite Support<\/td><td><p>2101-0759<\/p><p>Monday \u2013 Friday<\/p><p>0001 \u2013 2359<\/p><p>Saturday, Sunday, Public Holiday<\/p><\/td><td><p>1. Emergency support 24\/7 upon requirement<\/p><p>2. Chargeable amount will be imposed after recover disaster status. (Critical dependency)<\/p><\/td><td><p>016-2622409(GM)<\/p><p><a href=\"mailto:cs@icompucare.my\">cs@microdium.com<\/a><\/p><\/td><\/tr><tr><td>Sales Account\/Technical Representative<\/td><td>0830 \u2013 1730 Monday \u2013 Saturday<\/td><td>Onsite Customer event planning assistance, delivery and consultancy works<\/td><td><strong>Tel: +603 78902810<u>\u00a0Press 2<\/u><\/strong><br \/>0162622418<br \/><a href=\"mailto:sales@icompucare.my\">sales@microdium.com<\/a>\u00a0<\/td><\/tr><\/tbody><\/table><p>Table 1: Support Coverage<\/p><table><tbody><tr><td><strong>Description<\/strong><\/td><td><strong>Charges<\/strong><\/td><\/tr><tr><td><p>Service request outside office hours<\/p><p>(Monday to Friday)<\/p><\/td><td>RM 200 per hour with minimum 2 Hours<\/td><\/tr><tr><td>Service request or emergency overtime on Saturday or Sunday or gazette public holiday<\/td><td>RM 400 per hour with minimum 2 Hours<\/td><\/tr><\/tbody><\/table><p>Table: Additional Service Request<\/p><p><strong>Service outside Normal Working Hours<\/strong><\/p><p>After-hours services are performed at the hours of 5:31pm \u2013 9:00pm Monday through Friday, excluding public holidays. Emergency services are performed after the after-hours support from 9:01pm \u2013 7:59am Monday \u2013 Friday, and whole day Saturday and Sunday.<\/p><p><strong>Service Calls Where No Trouble is found<\/strong><\/p><p>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.<\/p><p><strong>Limitation of Liability<\/strong><\/p><p>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.<\/p><p><strong>Response and Resolution Time<\/strong><\/p><p>The following table shows the targets of response and resolution times for each priority level:<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-inner-section elementor-element elementor-element-d70dfea elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"d70dfea\" data-element_type=\"section\" data-settings=\"{&quot;ekit_has_onepagescroll_dot&quot;:&quot;yes&quot;}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-no\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-inner-column elementor-element elementor-element-b7bf22c\" data-id=\"b7bf22c\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t\t\t<div class=\"elementor-element elementor-element-f3af1e1 elementor-widget elementor-widget-image\" data-id=\"f3af1e1\" data-element_type=\"widget\" data-settings=\"{&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<style>\/*! elementor - v3.12.0 - 29-03-2023 *\/\n.elementor-widget-image{text-align:center}.elementor-widget-image a{display:inline-block}.elementor-widget-image a img[src$=\".svg\"]{width:48px}.elementor-widget-image img{vertical-align:middle;display:inline-block}<\/style>\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"645\" height=\"465\" src=\"https:\/\/www.microdium.com\/public\/wp-content\/uploads\/2022\/12\/microdium-response-and-solution-time.jpg\" class=\"attachment-full size-full wp-image-14920\" alt=\"\" srcset=\"https:\/\/www.microdium.com\/public\/wp-content\/uploads\/2022\/12\/microdium-response-and-solution-time.jpg 645w, https:\/\/www.microdium.com\/public\/wp-content\/uploads\/2022\/12\/microdium-response-and-solution-time-300x216.jpg 300w\" sizes=\"auto, (max-width: 645px) 100vw, 645px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-inner-column elementor-element elementor-element-93703a3\" data-id=\"93703a3\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t\t\t<div class=\"elementor-element elementor-element-cf9812e elementor-widget elementor-widget-text-editor\" data-id=\"cf9812e\" data-element_type=\"widget\" data-settings=\"{&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><strong>Support Tiers and Escalation<\/strong><\/p><p>The Service Provider will respond to the Client\u2019s Trouble Tickets under the provisions of Appendix A, and with best effort after-hours or on holidays. Trouble Tickets must be opened by Client\u2019s 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.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-inner-section elementor-element elementor-element-c88cb3a elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"c88cb3a\" data-element_type=\"section\" data-settings=\"{&quot;ekit_has_onepagescroll_dot&quot;:&quot;yes&quot;}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-no\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-inner-column elementor-element elementor-element-d1f511e\" data-id=\"d1f511e\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t\t\t<div class=\"elementor-element elementor-element-db5cf3e elementor-widget elementor-widget-text-editor\" data-id=\"db5cf3e\" data-element_type=\"widget\" data-settings=\"{&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<table><tbody><tr><td>Support Tier<\/td><td><strong>Description<\/strong><\/td><\/tr><tr><td>Tier 1 Support<\/td><td>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.<\/td><\/tr><tr><td><p>Tier 2 Support<\/p><\/td><td>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.<\/td><\/tr><tr><td><p>Tier 3 Support<\/p><\/td><td>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 3<sup>rd<\/sup>\u00a0Party (Vendor) Support Engineers to resolve the most complex issues.<\/td><\/tr><\/tbody><\/table><p><strong>Table 3: Support Tiers<\/strong><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>Home \/ 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\u00a0provides [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":14919,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"elementor_header_footer","meta":{"footnotes":""},"class_list":["post-14916","page","type-page","status-publish","has-post-thumbnail","hentry"],"rankMath":{"parentDomain":"www.microdium.com","noFollowDomains":[],"noFollowExcludeDomains":[],"noFollowExternalLinks":false,"featuredImageNotice":"The featured image should be at least 200 by 200 pixels to be picked up by Facebook and other social media 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