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Service Level Agreement – SLAiCore Technology Sdn. Bhd.

ICORE TECHNOLOGY SDN BHD SLA

We understand the necessity of high availability to our customers and make every effort to provide services that consistently exceed your expectations. The following is a summary of the kinds of levels of service that iCore Technology Sdn Bhd offers its customers to ensure maximum availability and performance. Please contact customer support for additional information and terms regarding the iCore Technology Sdn Bhd SLAs.

 

Network Availability

We guarantee that our network will be available 99.9% of the time for each calendar month (excluding scheduled maintenance1 and emergency maintenance2). If we incur an outage exceeding 0.1%3 of the time for that particular calendar month to the iCore Technology Sdn Bhd network, affected Customers will be eligible for a subscription rebate (the "Subscription Rebate") on the next bill. The Subscription Rebate amount will be 10% of the affected service's subscription fee or up to RM500.00, whichever lower.

Network uptime comprises the functioning of all network infrastructure including cabling, switches and routers. Services or software running on a customer’s server are not included in the definition of the iCore Technology Sdn Bhd network. Network downtime exists if a customer’s server is unable to transmit and receive data and a ticket is opened for the incident in the iCore Technology Sdn Bhd ticket tracking system. Network downtime is measured from the time the ticket is opened regarding downtime to the time the problem is resolved.

 

Infrastructure Guarantee

We guarantee that the iCore Technology Sdn Bhd critical environmental systems, including power and HVAC, will be available 99.9% of the time (excluding scheduled maintenance1 and emergency maintenance2). If we incur an outage exceeding 0.1%3 of the time for that particular calendar month to the iCore Technology Sdn Bhd network, affected Customers will be eligible for a subscription rebate (the "Subscription Rebate") on the next bill. The Subscription Rebate amount will be 10% of the affected service's subscription fee or up to RM500.00, whichever lower.

Critical systems include functioning of all power and HVAC infrastructure including UPS equipment and cabling. Power supplies of individual servers are not included. Critical systems downtime exists when a customer’s server is shut down due to power or heat problems and a ticket has been opened for the incident in the iCore Technology Sdn Bhd ticket tracking system. Critical system downtime is measured from the time the ticket is opened regarding server downtime to the time the problem is resolved and the server comes back on line.

 

Hardware Guarantee

We guarantee the proper function of a customer’s leased hardware components provided by iCore Technology Sdn Bhd and will replace any failed component at no cost to the customer. The replacement process will begin when the cause of the problem has been determined. Hardware replacement is guaranteed to take no more than 24 hour. In the event that it does take iCore Technology Sdn Bhd more than 24 hour to replace faulty hardware, affected Customers will be eligible for a subscription rebate (the "Subscription Rebate") on the next bill. The Subscription Rebate amount will be 10% of the affected service's subscription fee or up to RM500.00, whichever lower. Hardware is defined as the processor(s), RAM, hard disk(s), motherboard, NIC card and other related components included under the server lease.

 

Subscription Rebate

Delinquent customers may not take advantage of our SLA. All Subscription Rebate must be requested by the customer within 3 days of the reported downtime, and the downtime must be from a single occurrence. This Subscription Rebate is limited to once in a calender month frequency, meaning to say you can only apply maximum of 1 Subscription Rebate to a single bill.

 


 

Appendixes

1 Schedule Maintenance : iCore Technology Sdn Bhd schedule maintenance refers to maintenance which are scheduled and informed 7 working days earlier. Announcement will be published at our official website as well as our official Facebook page. Customers will also receive email notification regarding the scheduled maintenance.

2 Emergency Maintenance : iCore Technology Sdn Bhd emergency maintenance refers to emergency cases where the maintenance will be informed at least 1 hours earlier. Announcement will be published at our official website and official Facebook page. Email notifications will also be sent, however we cannot guarantee that Customers will receive the email notification in time as mass email requires longer time to complete.

3 Downtime 0.1% : Downtime percentage are calculated based on the total number of minutes in that particular calendar month. For example, for a month with 30 days, 0.1% of downtime would be of 30 days × 24 hours × 60 minutes × 0.1% = 43.2 minutes.

 

iCore Technology Sdn. Bhd. Policies & Terms of Service

iCore Technology Sdn. Bhd. reserves the right to update this Policy & Terms of Service at any time for any reason.

Rev. 13 March 2014
Last update 13 March 2014

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iCore Technology Sdn. Bhd. (982653-K)

52B, Jalan Pendekar 18,
Taman Ungku Tun Aminah,
81300, Johor Bahru, Johor, Malaysia.

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+607 - 288 1230
+6019 - 742 9566
+6019 - 742 9566
+6019 - 742 9566
info@icore.com.my
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Goods & Service Tax
iCore Technology Sdn. Bhd. is GST registered company.
GST Reg No. : 001613316096.

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