Service Level Agreement (SLA) for Custom Power App for Business Subscription

​1. Introduction
This Service Level Agreement ("SLA") outlines the agreed-upon terms and conditions for the provision of services related to the SHILL.ES and/or Startups Venture Power App ("the App"). The SLA is intended to ensure the highest level of service quality and availability for our clients.
 
2. Service Scope
The services covered by this SLA vary depending on the chosen subscription plan:

Starter Plan

1. Availability: We will make all reasonable efforts to ensure that the App is available for use 99.5% of the time, measured on a monthly basis.

2. Support: We will provide technical support for the App during regular business hours 9am to 6pm (MYT) via email. Response times will be as follows:​

  • Priority Level 1 (Critical): 24 hours
  • Priority Level 2 (High): 48 hours
Premium Plan

1. Availability: We will make all reasonable efforts to ensure that the App is available for use 99.9% of the time, measured on a monthly basis.
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2. Support: We will provide technical support for the App 24/7 via email and live chat. Response times will be as follows:

  • Priority Level 1 (Critical): 6 hours
  • Priority Level 2 (High): 12 hours
  • Priority Level 3 (Medium): 24 hours
Enterprise Plan

1. Availability: We will make all reasonable efforts to ensure that the App is available for use 99.9% of the time, measured on a monthly basis.

2. Support: We will provide technical support for the App 24/7 via email, live chat and dedicated account managers. Response times will be as follows:

  • ​Priority Level 1 (Critical): 2 hours
  • Priority Level 2 (High): 4 hours
  • Priority Level 3 (Medium): 6 hours
  • ​Priority Level 4 (Low): 12 hours
Custom Plan (non-recurring)

1. Availability: We will make all reasonable efforts to ensure that the App is available for use 99.5% upon service delivery.
2. Custom plan option does not cover additional development and integration after service delivery.
​3. Unless stated otherwise, the custom plan option has a charge for every after delivery support with a fee of RM330 per support ticket.
4. Support: We will provide technical support for the App during regular business hours 9am to 6pm (MYT) via Helpdesk and Email. Response times will be as follows:

  • Priority Level 1 (Critical): 12 hours
  • Priority Level 2 (High): 24 hours


3. Data Backup and Recovery
SHILL.ES and/or Startups Venture will implement regular data backups and have recovery processes in place to ensure minimal data loss in the event of an unforeseen incident for all subscription plans.
 
4. Security
SHILL.ES and/or Startups Venture will employ industry-standard security measures to protect client data and ensure the integrity of the App for all subscription plans.
 
5. Change Management
Any changes or updates to the App will be communicated to the Client in advance for all subscription plans. SHILL.ES and/or Startups Venture will make reasonable efforts to minimise disruptions.
 
6. Reporting and Monitoring
SHILL.ES and/or Startups Venture will provide regular reports on App performance, including uptime, response times, and any incidents for all subscription plans.
 
7. Escalation Process
In the event of a critical issue, SHILL.ES and/or Startups Venture will follow an escalation process to ensure swift resolution for all subscription plans.
 
8. Termination
The Client may terminate services as per the terms outlined in the accompanying Terms and Conditions.
 
9. Review and Amendment
This SLA will be reviewed annually or as needed. Amendments may be made with mutual agreement.
 
10. Governing Law
This SLA is governed by the laws of the respective country where the client resides as well as the Laws of Malaysia.

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