Clause 2: Definitions and Interpretation

2. Definitions and Interpretation

2.1 In this SLA, unless the context otherwise requires, the following terms have the meanings set out below. Capitalised terms used but not defined in this SLA have the meanings given to them in the Subscription Agreement.

Defined Term	Meaning
“Authorised Contact“	means an individual designated by the Subscriber in writing or through the BlockchainCert Portal as authorised to report incidents, submit support requests, and receive communications under this SLA.
“Business Day“	means any day other than a Saturday, Sunday, or Malaysian federal public holiday.
“Business Hours“	has the meaning given in Clause 8.7.
“Critical (P1)”, “High (P2)”, “Medium (P3)”, and “Low (P4)”	have the meanings given in Clause 7.
“Subscriber“	has the meaning given in the Preamble. References to the Subscriber include each Authorised Contact acting on its behalf.
“Subscriber Confidential Information“	has the meaning given in Clause 12.1 (also referred to in this SLA as “Subscriber Information”).
“Subscriber Personal Data“	means personal data, as defined under the PDPA, relating to the Subscriber’s Credential recipients, personnel, users, or other natural persons, processed by the Service Provider in connection with the Covered Services.
“Unavailable Minute“	means an Eligible Minute during which the applicable Covered Service is not Available.
“Availability“	means the percentage of Eligible Minutes in a Measurement Period during which the applicable Covered Service is Available, calculated in accordance with Clause 5.2.
“Emergency Maintenance“	has the meaning given in Clause 6.2.
“BlockchainCert Portal“	means the production organisation, administration, credential-management, recipient, public-verification, support, or monitoring interface made available by the Service Provider, as applicable to the relevant user.
“Excluded Event“	has the meaning given in Clause 15.4.
“Maintenance Window“	means a scheduled period notified by the Service Provider in accordance with Clause 6.1 during which Scheduled Maintenance may be performed.
“BlockchainCert“	means the digital credential issuance, management, recipient-access, and public-verification platform operated by MASVERSE EDUTECH SDN BHD.
“Subscription Agreement“	has the meaning given in the Preamble.
“Eligible Minutes“	means all minutes in a Measurement Period for the applicable Covered Service, excluding minutes affected by an Excluded Event or Scheduled Maintenance notified in accordance with Clause 6.1.
“Monthly Equivalent Fee“	has the meaning given in Clause 9.2.
“MasChain Network“	means the underlying MasChain blockchain network on which a cryptographic hash, transaction reference, NFT record, or other minimised verification metadata may be anchored for a Credential.
“PDPA“	means the Personal Data Protection Act 2010 of Malaysia.
“Recipient“	means the individual or entity to whom a Credential is issued or who is authorised to access or claim it.
“Resolution“	shall be construed in accordance with Clauses 8.2 and 8.4.
“Response“	has the meaning given in Clause 8.3.
“Scheduled Maintenance“	means scheduled maintenance carried out by the Service Provider in accordance with Clause 6.1.
“SLA Credits“	means the credits calculated and applied in accordance with Clause 9.
“Service Documentation”	means the functional specifications, API documentation, implementation guides, operational requirements, usage procedures, limitations, and other documentation made available or notified by the Service Provider to the Subscriber from time to time in respect of BlockchainCert.
“Subscription Package“	means the BlockchainCert subscription package or plan selected by the Subscriber under the Subscription Agreement.
“Services“ or “Covered Services“	means the production BlockchainCert services described in Clauses 3.2 and 4 that are enabled for the Subscriber, and any other service expressly stated in the Subscription Agreement or Service Documentation as being covered by this SLA.
“SLA“	means this Service Level Agreement.
“Service Tier“	means the Standard availability and support tier described in Clause 5.1 and the applicable Subscription Agreement.
“Sub-Processor“	means any third party engaged by the Service Provider to process Subscriber Personal Data on behalf of the Subscriber in connection with the Covered Services, as contemplated in Clause 11.3.
“Credential“	means a digital certificate, academic or professional credential, badge, record, or similar verification document issued, managed, or verified through BlockchainCert.
“Available“	means materially accessible and capable of performing the material production function for the applicable Covered Service and its intended users.
“Measurement Period“	means each calendar month during the term of the Subscription Agreement for which Availability and any Credits are calculated.
“Subscriber Data“	means Subscriber Personal Data, Credential content, files, templates, brand assets, records, and other data submitted to or generated through BlockchainCert for the Subscriber, excluding public on-chain verification records and Service Provider system data that does not identify the Subscriber or a Recipient.

2.2 Headings are inserted for convenience only and shall not affect the interpretation of this SLA. Unless otherwise stated, references to a “Clause” or “Schedule” are references to a Clause or schedule of this SLA. References to any statute, regulation, guideline, directive, notice, or other applicable law shall include any subsidiary legislation made under it, and any amendment, modification, replacement, or re-enactment of it from time to time. Words importing the singular shall include the plural and vice versa.

Service Level Agreement

2. Definitions and Interpretation

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