1. The Provider will provide Technical Support to the Customer via electronic mail on weekdays during the hours of 9:00 am through 6:00 pm, Monday to Friday, in the GMT+8 time zone, excluding public holidays (“Support Hours”).
2. If the Customer purchases 24x7 support, the Customer may initiate a helpdesk ticket at any time via the provided portal.
3. The Provider will use commercially reasonable efforts to respond to all helpdesk tickets in accordance with the service level agreement.
4. The table below summarizes the service terms for different severity levels. The first response refers to acknowledgment of the issue reported. Temporary resolutions are workarounds that will be implemented to restore service as soon as possible.
5. A detailed root cause analysis of the problem will be performed, and a permanent solution will be made available through the next applicable release. The availability of a permanent resolution is limited to including the fix in the release. This excludes the time taken by the Customer for User Acceptance Testing and sign-off for production deployment.
| (A) Response Time | (B) Workaround | (C) Problem Resolution | Areas Concerned |
Priority 1 (Critical) | Up to 1 hour | 12 hours | Up to 5 business days | - User-facing global outages affecting multiple services.
- Fatal errors (server error 50x, application crashes on boot). |
Priority 2 (High) | Up to 1 business day | Up to 10 business days | Up to 10 business days | - User-facing, single service affected.
- Non-fatal errors (authorization error 403, bad request error 400).
- Memory management errors. |
Priority 3 (Low) | Up to 5 business days | Not available | Added to the product backlog | - Minor errors/problems that cause an inconvenience to operations with no impact or minimal impact to the business. |
Priority 4 (Info Inquiry) | Up to 10 business days | Not available | Based on the roadmap or scheduled delivery | - General inquiries, reporting requests, or data extraction - Feature requests or enhancements - Documentation clarifications - Non-urgent configuration or setup support - Requests with no impact on live operations |