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Service / Maintenance Agreement SLA

We have the following AI API service / Maintenance Agreement as follows:
Help Desk: 086-322-5858
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