⏲️Service / Maintenance Agreement SLA

We have the following AI API service / Maintenance Agreement as follows:

Support Ticket: https://forms.monday.com/forms/a13275c42802eb40971ce508c3ad45d1?r=use1

Help Desk: 0970185578

E-mail: [e-mail]

Status	Descriptions	Acknowledgment	Troubleshooting
Critical	A fatal error which the client is unable to run the business as usual without a solution. The system cannot continue until it has been modified. No other systems supported for temporary service. All systems and / or major systems that are not capable of working properly. Affecting customers or users more than 90%	Within 4 hours	Within 24 hours
High	Errors affect a significant part of business operations. The system can use some services and customers can continue to run their business by using basic workarounds. Have a backup system for temporary service. All systems and / or major systems that are important able to work partially. Affecting customers or users more than 50%	Within 8 hours	Within 1-3 days
Medium	Errors have a small effect on business operations. The system can use the service continuously and customers can continue to run the business. All systems and / or major systems that are important workable. Affecting customers or users less than 50%	Within 1 day	Within 3-5 days
Low	Minor bugs that can be fixed with a deadline. The system can use the service normally and does not affect the business operations. Defects to improve the customer experience of using the service such as the user screen etc. All systems and / or major systems that are important workable. Affecting customers or users less than 5%	Within 3 days	Within 5-7 days