Support & Service Level Agreement (SLA)

Maintenance by Yearly

We have maintenance service plan for our client. After system implementation , we have 3 months service maintenance for FOC .If you want to get maintenance service,we will contract for yearly plan.

On Call Service(One Time)

After 3 months service maintenance for FOC, customer cannot use yearly contract. They use one time call service for their system.That will be fine for us.We have one time service package and customer need to pay charges on it.

Online Support(Office Hour)

Our Team monitored 9:00 AM to 5:00 PM(Monday-Friday).When email received outside of office hours ,no action can be guaranteed until next working day.

Service Scope

Response Time

  • 0-2 hours (during business hours) for issues classified as High
  • Within 48 hours for issues classified as Medium
  • Within 5 working days for issues classified as Low

Telephone Support

  • 9:00 A.M. to 5:00 P.M. Monday – Friday (excluding public holiday).
  • Calls received out of office hours will be forwarded to a mobile phone and best efforts will be made to answer / action the call.

Email Support

  • Monitored 9:00 A.M. to 5:00 P.M. Monday – Friday
  • Emails received outside of office hours will be collected, however no action can be guaranteed until the next working day.

Remote assistance using Remote Desktop

Using remote desktop when we issues check up and fix .Coordinator need to cooperate in that situation.