Service Level Agreement

8. Incident Response and Resolution Targets

8.1 The Service Provider shall provide Standard Support during Business Hours. Restoration efforts and incident updates under this Clause 8 are provided during Business Hours, unless otherwise agreed in writing. A reference in this Clause 8 to continuous efforts means continuous during Business Hours. Any activity carried out by the Service Provider outside Business Hours is at its discretion and does not extend its obligations under this Clause.

8.2 The applicable target response times and target resolution times are set out below:-

8.3 For this SLA, “Response” means acknowledgement, logging, initial triage, and an initial indication of severity or support category.

8.4 Response targets are operational service targets. Resolution targets are commercially reasonable objectives and not fixed guarantees. A qualifying missed P1 or P2 response target may give rise only to the response SLA Credits in Clause 9.

8.5 For P1 incidents, the Service Provider shall provide reasonable status updates at least every four (4) hours during active incident management, where practicable, and may provide a workaround or interim mitigation. Upon written request, a material P1 incident summary shall be provided within ten (10) Business Days after closure.

8.6 Incidents must be reported through a support channel designated by the Service Provider and include the affected Covered Service, time and impact, users or Recipients affected, error messages or screenshots where available, and reasonable diagnostic information.

8.7 For the purposes of this SLA, “Business Hours” means 9:00 a.m. to 5:00 p.m. Malaysia Time, Monday to Friday, excluding Malaysian federal public holidays. A period expressed in Business Hours is counted only during Business Hours, running from receipt of a conforming incident report under Clause 8.6, and time falling outside Business Hours does not count.