Support Services and Service Levels

Depending on the services that your company has subscribed to in the signed proposal, Neu Media Technology (NMT) will during the term of the Agreement provide you with the following Support Services.

  1. NMT hosted server services
    1. Server performance is dependent on the package that was agreed upon in the signed proposal. NMT will maintain support to ensure the service is available 24/7.
    2. Backup of database is provided 90 days rolling.
    3. Recovery of server functionality in case of failure will be within 8 hours.
  2. Functional support service
    1. Send your support request and questions to support@neumediatechnology.com between the hours of 9:30 am and 6:30 pm Singapore Time, Monday through Friday, excluding customary Singapore national holidays. A ticket will be automatically generated to our support service staff.
    2. Support services will include assistance related to routine questions regarding use of the Services and for identified errors or malfunctions, where reasonably available. Functional support is for L1 & L2 as stated in our Terms & Conditions.
    3. Support services in each case is in accordance with the below table 1.
  3. Technical support services
    1. Send your support request and questions to support@neumediatechnology.com between the hours of 9:30 am and 6:30 pm Singapore Time, Monday through Friday, excluding customary Singapore national holidays. A ticket will be automatically generated to our support service staff.
    2. Technical support for L3 as stated above in our Terms & Conditions.
    3. Support services in each case is in accordance with the below severity level and response time in table 1.
  4. Response time is the total elapsed time from the point where the problem is reported to NMT to the point where NMT responds with an assessment of the situation. NMT will then employ its best commercial efforts to resolve the reported problems.

Table 1. - Support Severity Levels

Severity

Event

Response Time

1

- System is inoperative
- There is a major system component failure. It will incur operation and/or security risks if system is to continue to operate.

Assigned within 4 hours

Targeted 24 hours resolution

2

- System operations degraded
- A minor component is inoperative but it will not incur any operation and/or security risks

Assigned within 8 hours

Targeted 5 days resolution

3

- Low impact on business operations, i.e. failure has minimum business impact for users

Assigned within 48 hours

Targeted 10 days resolution


Service Levels Agreement (SLA)

Level 1 - Configuration Settings

Customisation at this level involves the toggling of system flags and parameters to turn on / off system in-built features. E.g. setting product invoicing policy, enabling system drop-shipping support, etc.


Level 2 - Minor Coding Effort

Customisation at this level involves minor coding effort that has a development cycle time of < 4 hours. E.g. template changes, web content modifications, etc.


Level 3 - Comprehensive Coding Effort

Customisation at this level entails a comprehensive development cycle including design, implementation, unit testing, integration testing and user acceptance testing. Such cycles may consist of several days of work effort.