S L A
Service Level Agreement
This Service Level Agreement ("SLA" or "Agreement") between the service provider, TimeTec Cloud Sdn Bhd (hereinafter called "TimeTec") and the Customer for the provision of IT service to support and sustain the TimeTec Cloud Software as a Service products, either single or multiple software that is subscribed by the Customer.

This Agreement remains valid until superseded by a revised agreement.

This Agreement outlines the parameters of all IT services covered as they are mutually understood by the primary stakeholders.

1. The Objectives
The objectives of this Agreement are to:
Provide clear reference to service ownership, accountability, roles and/or responsibilities.
Present a clear, concise and measurable description of service provision to the customer.
Match perceptions of expected service provision with actual service support & delivery.
2. Effective Period
This Agreement is deemed valid from the effective date throughout the subscription period of TimeTec Cloud Software subscribed by the Customer with the subscription fees confirmed paid to TimeTec.
3. Service Agreement
The following detailed service parameters are the responsibilities of the Service Provider in the ongoing support of this Agreement.
3.1 Service Scope
The following Services are covered by this Agreement;
  3.1.1 Tier 1 support:
  • Telephone Support
• Email Support
• Live Chat Support
• Skype Support
• TeamViewer Support
• Self-service Online Assistance including e-Learning, Technical Tips, Blogs, Video Clips and etc.
 
  • System Diagnostic and Testing if reported error require further diagnosis.
  3.1.3 Tier 3 Support:
  • Bug Fixing
• System Customization

Note: TimeTec deploys Salesforce.com as its main support platform.
3.2 Uptime
TimeTec Cloud Software runs on the Amazon EC2, which offers a highly reliable environment where replacement instances can be rapidly and predictably commissioned. The Amazon EC2 Service Level Agreement commitment is 99.95% availability for each Amazon EC2 Region. Data is backed up regularly and has Multi-AZ deployments which protects your latest database updates against unplanned outages. All TimeTec infrastructure is monitored live, continuously (24/7/365) by Amazon CloudWatch to identify and prevent potential problems from occurring.

TimeTec Cloud system offers 98% availability of commitment.
3.3 Customer Requirements
Customer responsibilities and/or requirements in support of this Agreement include:
• Payment for all subscription fees at the agreed interval.
• Reasonable availability of customer representative(s) when resolving a service related incident or request.
4. Service Management
Effective support of in-scope services is a result of maintaining consistent service levels. The following sections provide relevant details on service availability, monitoring of in-scope services and related components
4.1 Service Availability
Coverage parameters specific to the service(s) covered in this Agreement are as follows:
  4.1.1 Tier 1 Support:
  • Telephone support: 9:00 A.M. to 4:00 P.M (GMT +8). Monday – Friday
(The time excludes Malaysia & Selangor Public Holidays)
Calls received will be forwarded to TimeTec on-duty technical support and best efforts will be made to answer /guide/ solve the problem.
• Email support: 24/7, Response within 4 hours, after the TimeTec server receives the email.
• Live Chat Support: 24/7, Response almost immediately.
• Skype Support: 24/7, Response almost immediately.
• Teamviewer Support: 24/7, Response based on agreeable scheduled appointment between TimeTec and the Customer.
• Self-Service Online Guidance: Available for access at anytime.
  4.1.2 Tier 2 Support:
  • System Diagnostic and Testing: TimeTec will complete system diagnostic and testing within 2 working days if the reported problem require it to be carried out.
  4.1.3 Tier 3 Support:
  • Bug Fixing: Estimated delivery date is based on TimeTec R&D schedule.
• System Customization: Estimated delivery date is based on the agreed customization details and R&D schedule. TimeTec, at its discretion, has the rights to reject any customization requests that are not in line with the product development.
4.2 Service Reachability
• Telephone Support: +603-80709933
• Email Support: support@timeteccloud.com
• Live Chat Support: http://www.fingertec.com/chat/index.html
• Skype Support: https://www.timetecta.com/skype
• TeamViewer Support: http://www.fingertec.com/teamviewer/FT_teamviewer.html

Self-service Online Guidance: an administrator appointed by the Customer can access all support resources available for TimeTec customers.
4.3 Service Measurement
  • Telephone Support: 9:00 A.M. to 4:00 P.M. (GMT +8) Monday – Friday
(The time excludes Malaysia & Selangor Public Holidays)
High Performance: Picked up and solved by an expert personnel
Low Performance: Picked up but was not attended by an expert personnel
Breach: Not picked up nor solved

• Email Support: 24/7, Response within 4 hours, after the TimeTec server receives the email.
High performance: Received reply in less than one hour
Low performance: Received reply between 1 – 4 hours
Breach: Received reply after 4 hours

• Live Chat Support: 24/7, Response almost immediately
High performance: Responded immediately
Low performance: Responded within 1- 4 hours
Breach: Responded after 4 hours

• Skype Support: 24/7, Response almost immediately
High performance: Responded immediately
Low performance: Responded within 1- 4 hours
Breach: Responded after 4 hours

• Teamviewer Support: 24/7, Response based on agreeable scheduled appointment between TimeTec and the Customer.
High Performance: Problem solved after Teamviewer session.
Poor Performance: Problem only solved two days after the Teamviewer session.
Breach: Problem not solved more than two days after the Teamviewer session.
  • Telephone Support: 9:00 A.M. to 4:00 P.M. (GMT +8) Monday – Friday
(The time excludes Malaysia & Selangor Public Holidays)
High Performance: Picked up and solved by an expert personnel
Low Performance: Picked up but was not attended by an expert personnel
Breach: Not picked up nor solved

• Email Support: 24/7, Response within 4 hours, after the TimeTec server receives the email.
High performance: Received reply in less than one hour
Low performance: Received reply between 1 – 4 hours
Breach: Received reply after 4 hours

• Live Chat Support: 24/7, Response almost immediately
High performance: Responded immediately
Low performance: Responded within 1- 4 hours
Breach: Responded after 4 hours

• Skype Support: 24/7, Response almost immediately
High performance: Responded immediately
Low performance: Responded within 1- 4 hours
Breach: Responded after 4 hours

• Teamviewer Support: 24/7, Response based on agreeable scheduled appointment between TimeTec and the Customer.
High Performance: Problem solved after Teamviewer session.
Poor Performance: Problem only solved two days after the Teamviewer session.
Breach: Problem not solved more than two days after the Teamviewer session.
  4.3.2 Tier 2 Support:
  • System Diagnostic and Testing: TimeTec will complete the system diagnostic and testing within two working days if the reported problem require it to be carried out.
High Performance: Problem solved in less than 1 day
Poor Performance: Problem solved within 1-2 days
Breach: Problem solved or not solved more than 2 days
  4.3.3 Tier 3 Support:
  Bug Fixing: Estimated delivery date is based on TimeTec R&D schedule.

• High performance: Bug fixed is completed on schedule
Poor performance: Bug fixed is completed 1 week after schedule
Breach: Bug fixed is completed more than 1 month after schedule

System Customization: Estimated delivery date is based on the agreed customization details and R&D schedule. TimeTec, at its discretion, has the rights to reject any customization requests that are not in line with the product development.

• High performance: Customization request fulfilled on schedule
Poor performance: Customization request fulfilled one month after schedule
Breach: Customization request fulfilled within 3 months after the schedule or not delivered at all.
  4.3.4 Uptime
  Breach: If uptime is less than 98.0%.
 
4.4 Service Reporting
The Customer is encouraged to write in email with show-of-proof for any breach of the SLA to TimeTec Group Chief Operating Officer, Mrs Norana Johar at ana@timeteccloud.com to claim its Service Level Credits.
4.5. Service Level Credits
We apply Service Level Credits to paid customers only. Every confirmed reported breach except Uptime is entitled to USD2 worth of credit, and breach of Uptime is entitled to a 10% of your total paid subscription amount based on your payment cycle. All the Service Level Credits will be used to offset the Customer’s next subscription payment.
5. Changes to SLA
This SLA is a living document and might be revised from time to time to improve TimeTec support quality. The updated SLA will be published by TimeTec and the Customers will be notified by email.

Last Updated:09/03/2017

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